The Agent Preference feature allows supervisors to define preference windows, apply constraints, and enable agents to submit their preferences within a controlled timeframe. This structured approach enhances scheduling accuracy, reduces manual effort, and promotes fair and balanced shift allocation.

Navigate to Agent Preferences Record Manager

Prerequisites for creating Agent Preferences:

• Workforce Management should be enabled for the environment.

• You must have access to the Workforce Manager Persona App.

• View permission under the Preferences section in the Workforce Management module.

Follow these steps to navigate to the Agent Preferences record manager:

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1. Go to the Workforce Manager Persona App on the Launchpad.

2. Select Settings from the Left Pane to open the Governance page.

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3. Go to Preference to open the Preferences record manager.

Create Agent Preference

Prerequisites for creating Agent Preferences:

• Workforce Management should be enabled for the environment.

• You must have access to the Workforce Manager Persona App.

• View and Create permissions under the Preferences section in the Workforce Management module.

Follow these steps to create Agent Preferences:

1. Navigate to the Agent Preference record manager.

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2. Click the “+Agent Preference” button at the top right to open the Create Preference page.

3. Fill in the required fields on the Create Preference page. Fields marked with a red dot are mandatory. Below are the descriptions of the fields on this page:

   1. Shift Preference Name: Enter the name of the Shift Preference. (Required)

   2. Description: Provide a brief description of the Shift Preference.

   3. Users / User Groups: Select the Users and/or User Groups who can what?? (Required)

   4. Schedule Period: Specify the date range during which this Shift Preference will apply. This defines the period for which agents can submit their preferences. (Required)

   5. Restricted Days: Specify the date or date range for which the Shift Preference should not be applicable. Multiple restricted days can be configured, each customizable based on specific scheduling needs.

      Note: Restricted days can be defined only within the duration defined in the Schedule Period field.

   6. Preference Input Window: Specify the period when agents can submit their preferences. This window can extend up to one day before the Shift Preference takes effect, that is, one day before the start of the period defined in the Schedule Period field. (Required)

   7. Cut Off Date for Review: Select the date by which the Shift Preference review must be completed. Only dates between the end of the Preference Input Window and the start of the Schedule Period will be available for selection. (Required)

   8. Preference Type: Choose how do you want the agents to provide their Preferences. The following are the available options: (Required)

      1. Standard: This will allow agents to select only those Shifts linked to the Assignment-type Schedule Policies assigned to them when submitting their Preferences. Shift details, such as the earliest start time and duration, will follow the Shift configuration associated with the Schedule Policies.

      2. Custom: Allows agents to choose their Shift start time and duration within a pre-configured, customized range. The following steps explain how to configure these start times and duration ranges for agents to select when submitting their Preferences.

         1. Earliest Start Time: Enter the earliest time at which the agents can choose their Shift to start.

         2. Latest Start Time: Enter the latest time at which the agents can choose their Shift to start.

         3. Increment: Specify the time interval, in minutes or hours, between the Earliest Start Time and the Latest Start Time at which the agents can choose their Shift to start.

         4. Possible Durations: Specify the Shift duration, ranging from 1 to 10 hours, that agents can choose for their Shift.

   9. Policies to Validate: Select the types of Schedule Policies to be validated for each agent when they submit their preferences. For example, if a "Work Contract" type Schedule Policy is selected, the system will verify that any assigned Work Contract policies are satisfied before allowing agents to submit their preferences. (Required)

      Note: Agents must already have the selected type of schedule policies assigned to them.

      Note: Work Contract and Assignment must be selected in the Policies to Validate field for Standard Agent Preference configuration.

   10. Approval Workflow: Select how the Agent Preferences will be approved once they are submitted by agents. (Required)

       1. Requires approval by the Supervisor: Select this option if the agent’s supervisor or manager must approve the preference request. It is selected by default.

       2. Auto Approval: Select this option to automatically approve the preference request without manual intervention.

          Share Settings

   11. Visible in all workspaces: Select this checkbox to share the Agent Preference with all available Workspaces.

   12. Workspaces: Select the Workspaces that you want to share the Agent Preference with. This field will be accessible only if the Visible to all users checkbox is not selected.

   13. User/User Groups: Select the User(s)/User Group(s) you want to share the Agent Preference with. This field will be accessible only if the Visible to all users checkbox is not selected.

4. Click the Create button to create the Agent Preference.

This completes the process of creating Agent Preferences.

Edit Agent Preferences

Prerequisites for editing Agent Preferences:

• Workforce Management should be enabled for the environment.

• You must have access to the Workforce Manager Persona App.

• View and Edit permissions under the Preferences section in the Workforce Management module.

Follow these steps to edit an Agent Preference:

1. Navigate to the Preferences record manager.

   

2. Hover over the vertical ellipsis (⋮) icon corresponding to the Agent Preference you want to edit. This will show a list of options.

3. Select Edit from the list of options to open the Edit Preference page.

4. Update the necessary details for the selected Agent Preference. The fields are the same as those when creating an Agent Preference.

5. After entering the updated details, click the Save button at the bottom right of the Edit Preference page to save the Agent Preference with the new details.

This completes the process of editing an Agent Preference.

Share Agent Preferences

Prerequisites for sharing Agent Preferences:

• Workforce Management should be enabled for the environment.

• You must have access to the Workforce Manager Persona App.

• View permission under the Preferences section in the Workforce Management module.

Follow these steps to share an Agent Preference:

1. Navigate to the Preferences record manager.

   

2. Hover over the vertical ellipsis (⋮) icon corresponding to the Agent Preference you want to share. This will show a list of options.

3. Select Share from the list of options to open the Share With dialog box.

4. Fill in the required fields on the Share With dialog box. Below are the descriptions of the fields on this dialog box:

   1. Visible in all workspaces: Select this checkbox to share the Agent Preference with all available Workspaces.

   2. Workspaces: Select the Workspaces that you want to share the Agent Preference with. This field will be accessible only if the Visible to all users checkbox is not selected.

   3. User/User Groups: Select the User(s)/User Group(s) you want to share the Agent Preference with. This field will be accessible only if the Visible to all users checkbox is not selected.

5. Click the Share button to share the it with the selected Users, User Groups, or Workspaces.

This completes the process of sharing an Agent Preference.

Delete Agent Preferences

Prerequisites for sharing Agent Preferences:

• Workforce Management should be enabled for the environment.

• You must have access to the Workforce Manager Persona App.

• View and Create permissions under the Preferences section in the Workforce Management module.

Follow these steps to share an Agent Preference:

1. Navigate to the Preferences record manager.

   

2. Hover over the vertical ellipsis (⋮) icon corresponding to the Agent Preference you want to delete. This will show a list of options.

3. Select Delete from the list of options to open the Delete Schedule Preference confirmation box.

4. Click the Delete button. This action cannot be undone.

This completes the process of deleting an Agent Preference.

Review Submitted Agent Preferences

Prerequisites for reviewing Agent Preferences:

• Workforce Management should be enabled for the environment.

• You must have access to the Workforce Manager Persona App.

• View, Approve/Reject Preference, and Send Back Preference permissions under the Preferences section in the Workforce Management module.

Follow these steps to review submitted Agent Preferences:

1. Navigate to the Preferences record manager.

   

2. Click the View Preference (Eye icon) button corresponding to the Agent Preference you want to review. This will open a detailed view of the submitted Preferences.

Use the agent filter at the top of the page to control which agents' submissions are displayed. You can choose to view submissions from All Agents, My Reportees, or My Team, depending on your needs.

From this page, you can moderate submitted preferences. To do so, either select specific days or use the checkboxes next to agents’ names to moderate all Preferences submitted by them. This will open a floating menu with options to Accept, Reject, or Send Back the submissions.

• Accept: Approves the Shift Preferences submitted by agents.

• Reject: Declines the submitted Shift Preferences. A note explaining the reason for rejection is required.

  

  Note: Once rejected, agents will not be able to resubmit Preferences for that specific Shift Preference.

• Send Back: Returns the submitted Preferences to the agent for revision and resubmission. A note must be provided, outlining the reason or highlighting any issues or deficiencies.