Schedule layer hierarchy

A scheduled assignment is shown as a layer on a shift. The schedule can display up to five layers of assignments. Layering allows the scheduler to see what is underlying the assignment, which makes it easier to assess whether the assignment needs to be deleted or moved. For adherence purposes, employees must adhere to the highest layer on their schedules.

The layer of the assignment depends on its type. Assignments on the same layer cannot overlap. Assignments on different layers can overlap.

Higher-level layers take precedence over lower-level layers

The higher-level layers always take precedence over the lower-level layers. For example, time off events take precedence over every other layer, as the employee is unavailable to work.

Schedule layers

Layer	Component	Description
1	Shift Assignments	Defines the main activity the employee is doing while working that day. An employee can only be assigned one shift each day. Shifts can be assigned by defining shift work rules using the Work Administration module, or manually on the calendar (using the Add menu).
1	Unavailability Events	Indicates that the employee is unavailable to work during this specified duration. No shift assignment can be scheduled during this time frame. For example, an employee has a regular medical appointment from 3:00 - 5:00 PM every Wednesday. Create an unavailability event for that time frame, so that no shift is scheduled for the employee during that time. Unavailability events can only be assigned manually on the calendar (using the Add menu).
2	Working Shift Events	Shift events linked to core activities, which are activities used in events that contribute to the Staffing, FTE Differential, and Service statistics (such as Service Level, ASA, Dials, and Backlog). An example includes scheduling a core activity, such as Phone or Email, on top of the Shift (Primary Activity), Phone. In other words, a shift is associated with the activity, Phone. A working shift event can be associated with the activities Project or Email. Therefore, most of the day the employee assigned the Phone shift is working on the phone. During the scheduled Project or Email working shift event, however, they are doing these work activities for the specified duration. Working shift events can be assigned by defining shift event work rules using the Work Administration module, or manually on the calendar (using the Add menu). The activity used for working shift events must have the following parameters selected: In Work Administration, Activities under Scheduling Usage on the Activity Details screen: Use in Shift (Primary Activity) Use in Shift Event
3	Non-working Shift Events	Shift events linked to non-core activities, which represents time when the employee is not expected to be working on a customer-facing activity. Examples include Break or Lunch. For example, a shift is associated with the activity, Immediate. A non-working shift event can be associated with the activity, Break. Therefore, most of the day the employee assigned the Immediate shift is working on incoming customer requests. During the scheduled Break shift event, however, they are taking a break for the specified duration. Non-working shift events can be assigned by defining shift event work rules using the Work Administration module, or manually on the calendar (using the Add menu). The activity used for non-working shift events must have the following parameters selected: In Work Administration, Activities under Scheduling Usage on the Activity Details screen: Use in Shift (Primary Activity) is not selected Use in Shift Event is selected To ensure data integrity, do not configure non-working shift events as Calendar events. This practice prevents these events from appearing on the incorrect schedule layer.
4	Calendar Events	Defines activities that can be single-instance or recurring events, and can have one or multiple attendees. Examples of calendar events are meetings or training sessions. Calendar events can occur within or outside of a shift. They exist independently from shifts or unavailability events. Calendar events can only be added manually on the calendar (using the Add menu).
5	Time Off Events	Specifies a duration when an employee is not working for a specific reason. Examples of activities for time off events include PTO, Jury Duty, Sick, and Vacation. Time off events are scheduled on top of shifts. The concept is that the employee was originally scheduled to work, and but now cannot work for a specified reason. This layer takes precedence over all other layers, as the employee is not available to work. Time off events can only be added manually on the calendar (using the Add menu).