Permissions 
  • Workforce Management > Work Plan Rotation > Add, Edit, Delete permissions

You can edit, copy, or delete work plan rotations, and you can edit work plan and agent assignment settings.

Edit work plans in a rotation

Note: This task assumes you have already added at least one work plan rotation. For information about the number of rotations that are currently supported, see Workforce management supported configuration.
  1. Click Admin.
  2. Under Workforce Management, click Work Plan Rotations.
  3. Click the work plan rotation that you want to review.
  4. Change the work plan rotation name and the start and end dates.
  5.  To edit the work plans, do the following:
    1. Click the Work Plans tab. 
    2. Click Edit. The Edit Work Plans dialog box opens.
    3. In the Selected column, do one of the following:
      • To remove specific work plans from the rotation, click X next to the work plan or plans to delete.
      • To remove all work plans from the rotation, click Remove All.
    4. In the Available column, do one of the following:
      • To add specific work plans, search for and select each work plan to include in the rotation.
      • To add all available work plans to the rotation, click Add All.
  6. Click OK.

Edit or delete agent assignments in a rotation

  1. Click the Agents tab.
  2. To add agents to the rotation, do the following:
    1. Click Add. The Add Agents dialog box opens.
    2. To add specific agents to the work plan rotation, select each agent to include in the rotation.
    3. To add all available agents, click All.
    4. Under Start Date, click Calendar.
    5. Select the agent start date.
    6. If you want to end the date on a specific day, enable the End Date check box and then click  Calendar to select the end date.
    7. Under Starting Work Plan, choose the starting work plan to apply to the agent assignment. 
    8. Click Add.
  3. To edit an existing agent assignment, do the following:
    1. Click the agent that you want to edit. 
    2. Under Start Date, click Calendar.
    3. Select the agent start date.
    4. If you want to end the date on a specific day, enable the End Date check box and then click  Calendar to select the end date.
    5. Under Starting Work Plan, choose the starting work plan to apply to the agent assignment.
    6. Repeat step 3 for each additional agent that you want to edit.
  4. To delete a single agent, do the following:
    1. Next to the agent click More .
    2. From the menu that appears, click Delete.
  5. To delete multiple agents, do the following:
    1. Select the agents to remove.
    2. Click Remove all selected.
  6. Click Yes.

Copy a work plan rotation

Notes: You cannot copy work plan rotations from one management unit to another.
  1. Click Admin.
  2. Under Workforce Management, click Work Plan Rotations.
  3. Click the work plan rotation that you want to copy.
  4. Click Copy. 
  5. In the Work Plan Rotation Name box, rename the copied work plan rotation.
  6. Make any additional changes to the work plan rotation, including start and end dates, work plans and agent assignments.
  7. Click Save.

Delete a work plan rotation

  1. Click Admin.
  2. Under Workforce Management, click Work Plan Rotations.
  3. To delete a single work plan rotation, do the following:
    1. Next to the work plan rotation, click More .
    2. From the menu that appears, click Delete.
  4. To delete multiple work plan rotations, do the following:
    1. Select the work plan rotations to remove.
    2. Click Delete all selected.
  5. Click Yes.