Employees adhere to the highest schedule layer
When components on different layers on the schedule overlap in time, employees must adhere to the assignment on the highest layer.
For example, a shift Work period in WFM that has a definite length. assignment is on schedule layer 1. Calendar events are on layer 4. When the calendar event Scheduled event in WFM that is manually created on the schedule, can be a single instance or recurring event, and can have one or multiple attendees. Examples of calendar events are meetings or training sessions. is scheduled, the employee must adhere to the activity Core component of both schedules and time records in Workforce Management (WFM). When an employee performs any kind of work, activities specify the scheduled work and capture employee adherence to their schedule. of the calendar event, and not the activity of the shift.
Example: Adhering to the highest layer assignments
Define the following:
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Shift from 9:00-5:00 PM - Answer phones
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Working shift event Time period in WFM when employees are scheduled for specific activities, other than the main shift activity. Shift events can either be productive or unproductive, and can be associated with activities such as Phone, Email, Break and Lunch. from 11:00-3:00 PM - Research project
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Non-working shift event from 12:00-1:00 PM - Lunch
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Calendar event from 12:30-1:30 PM - Team meeting
Based on these defined layers of events, employees are evaluated for adherence Measure used in Workforce Management (WFM) to determine how well an employee’s scheduled activities match their actual, real-time activities. based on the following schedule:
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9:00-11:00: Phone work
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11:00-12:00: Research
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12:00-12:30: Lunch
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12:30-1:30: Team meeting
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1:30-5:00: Phone work