Manage sessions

Use Sessions to schedule e-learning or other types of scheduling exceptions as an individual activity for one or multiple agents at a time. The tool distributes the activity to the selected agents for the specified date period as evenly as possible, ensuring a balanced workload. After you create a session, you can easily view which agents are scheduled for each session, providing clear visibility into session allocation and scheduling status.

NOTE   To plan a group activity, such as a 1 to 1 or a team meeting, you must use the Meetings tool. For more information, go to Manage meetings (Meetings tool)

Prerequisites

  • You have the Web > Sessions permission

  • You must set up a shift in order to add an activity to an agent's schedule in Sessions. For more information, go to Creating shifts overview.

Page location

WFM > Sessions

Procedures

Create sessions

NOTE   All times are in the time zone of the user creating the sessions. Ensure that you are mindful of the agents' time zones.

  1. Click Sessions.

  2. In the Create session pane, enter a name, select an activity, enter the duration of the activity, and then enter a description.

  3. Click Save.

  4. Select the sites, teams, or agents that you want to assign the session to.

  5. Select a start and end date.

  6. Click Assign agents.

    NOTE   You cannot schedule a session outside of shift hours or on top of non-overwritable activities (for example, lunch), absences, or days off.

  7. To create another session, click New session and follow steps 1 to 6. Alternatively, to reuse an existing session, click the session name, add start and end date, select the sites, teams, or agents, and click Assign agents. This distributes the same activity with the same parameters for another time period for the selected sites, teams, or agents.

  8. To delete a session, in the Recent sessions pane, click the trash can icon and click OK.

Edit or remove an activity

  1. Click the Schedules icon beside the Time in session column.

  2. Edit or remove the activity in the Schedules tool. For more information, go to the "Edit an activity" or "Remove an activity" procedure in the Make schedule changes (Schedules tool) article.

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