Clone a Schedule

Cloning an existing schedule is often the preferred method for creating new schedules as it creates the schedule with settings that are known to work. Creating a schedule using this method also saves time as it allows users to clone a schedule with similar settings needed for the new schedule.

Finding a Schedule to Clone

Determine which schedule closely matches your needs by viewing the configuration of similar schedules:

  1. Click the View Schedule task icon located on the same row of the schedule to view.

  1. View the selected schedule's configuration on the View Schedule dialog box.

  1. Click the Close button when finished.

NOTES:

Before cloning an assignment schedule, below are a few things to note about skill assignments:

  • The default maximum number of skills assigned to an agent at any one time cannot exceed fifteen. If the number of skills selected within the schedule causes any selected agents to exceed the maximum assigned skills, the schedule cannot be saved.
  • A message displays when attempting to assign a skill that is already associated with the agent. This helps to allow the remove skill job to execute properly when a schedule ends.

Cloning a Schedule

After choosing the best schedule to clone, clone it by doing the following:

  1. Locate the schedule to clone.
  2. Click the Clone Schedule task icon located on the same row of the schedule to be cloned.

  1. Enter a name for the cloned schedule into the Name field.
  2. Change the description of the schedule by entering text into the Description field.
  3. Enter an email address in the Notification Email field to receive an email when the schedule runs. Place a check next to the Success and/or Failure options to specify which type(s) of notifications to receive in the email message.
  4. Change how the schedule operates by selecting an operation from the Operation drop-down menu.
  • Add – Schedule operation that adds the selected skill(s) or attribute(s) to a selected agent(s) at the selected date/time.
  • Remove – Schedule operation that removes the selected skill(s) or attribute(s) from the selected agent(s) at the selected date/time.
  • Add Remove – Schedule operation that adds the selected skill(s) or attribute(s) to a selected agent(s) at the selected date/time, and then removes them at the selected time.
  • Replace – Schedule operation that replaces all current skill(s) or attribute(s) assigned to the selected agent(s) with the newly selected skill or skills. After the schedule ends, only the new set of skill(s) or attribute(s) remain assigned to the agent(s).
  • Replace Restore – Schedule operation that replaces all skill(s) or attribute(s) currently assigned to the selected agent(s) with the newly selected skill(s) or attribute(s). At the time set for restore, all new skill(s) or attribute(s) are removed, and prior skill(s) or attribute(s) are restored.

Changing the Schedule Operation

Change the schedule operation to meet your current skill(s) or attribute(s) assignment needs. View the appropriate section below for specific operation instructions based on which type of schedule operation you selected.

Enabling a Recurring Schedule

All schedule operations can be configured to recur at daily, weekly, monthly, and yearly intervals. Change, enable, or disable schedule recurring as needed. To enable or disable recurring schedules, toggle the Recurring switch to the ON or OFF position. After switching it on, the Recurrence Pattern section displays allowing you configure how the schedule recurs. If it is switched off, the Recurrence Pattern section no longer displays.

NOTES:

Before enabling a recurring schedule, read the notes below to better understand how each schedule operation handles the next occurrence.

For recurring single operation schedules such as Add, Remove, or Replace:

  • The schedule operation repeats at each recurrence even if skill(s) or attribute(s) assignments have not changed. This is useful in situations where skill(s) or attribute(s) assignments are often manually changed, as it provides a way to reset skill(s) or attribute(s) assignments to a default for the selected agent(s).
  • The schedule’s next add, remove, or replace date in the recurrence is set automatically after each occurrence, depending on the type of pattern selected.

For recurring multi-operation schedules such as Add Remove or Replace Restore:

  • The schedule’s next add or replace date in the recurrence is set automatically when the remove or restore operation occurs.
  • For weekly patterns, any days selected between the add and remove or replace and restore dates are skipped.

Continue with the appropriate section below for specific instructions based on which type of schedule recurrence pattern you selected.

Changing Skills or Attributes and Agents

Make any changes necessary to the skill(s) or attribute(s) and agent(s) selections. Select only the skill(s) or attribute(s) and agent(s) to be modified by the schedule, based on the selected operation type, when it runs.

  1. Select skill(s) or attribute(s) by placing a check next to each one under the Skill Name or Attribute Name column.
  2. Select agent(s) by placing a check next to each one under the Agent Name column.

NOTE:

The colored and numbered badges displayed next to each agent represents the current status of their skill(s) or attribute(s) assignments.

  • Green: Displays the number of skill(s) or attribute(s) to be modified when the schedule runs.
  • Red: Displays the number of skill(s) or attribute(s) already assigned to the selected agent(s) before the schedule runs. These do not change when the schedule runs.
  • Blue: Displays the number of skill(s) or attribute(s) that were assigned to each manually or by another schedule.

You can hover the mouse pointer over each badge to see a list of affected skill(s) or attribute(s).

Review Schedule Operation Description

Review the schedule's operation description, found below the agent(s) and skill(s) or attribute(s) selection, to ensure the schedule operates as desired. Make any changes to the schedule if necessary before saving.

Saving the Skill or Attribute Schedule Changes

Save and activate the schedule changes by clicking the Save button.

See Also