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Schedule Bidding

The Schedule Bidding feature allows you to display schedule pattern sets that are open for bidding. You can place bids on these weekly schedule patterns, prioritizing the schedules by placing a preference ranking (number) beside each schedule available for you to bid on. Once bids are successfully submitted for authorization, your supervisor will be able to view and make adjustments to bid preference rankings. After bids are approved/adjusted, these bids are then assigned to schedule patterns, based on the bidding information. Once agents are assigned to a schedule pattern, schedules will then be created based on these agent assignments. You can then use the ScheduleViewer feature (as described in ScheduleViewer, 1-35) to view these schedules.

Click the Schedule Bidding link located on the Navigation Bar to display the Schedule Bidding feature. This link will only be available if the WebStation Schedule Bidding feature has been enabled and the MU allows schedule bidding in the Agent WebStation. There are two tabs available in Schedule Bidding: "schedule bid" and "hours per day". The "hours per day" tab is only available if your supervisor has given you permission to enter maximum hour data.

What's in this Topic?

Schedule Bidding "home" Page

The Schedule Bidding "home" page is displayed similar to Figure 1-53 when you click the Schedule Bidding link on the Navigation Bar. On this page, choose the set of schedule patterns for which you would like to view and modify bids. The following header text is displayed on this page:


"Choose schedule patterns for bidding."

Each of the schedule pattern sets that are open for bidding in your MU are listed here, even if they do not contain any schedule patterns for which you are eligible to bid on.

A schedule pattern set is considered to be "open" if today's date falls within a range which has been set up by a supervisor. If no schedule pattern sets are currently open for bidding in the MU, then the following text is shown, in place of the list of schedule pattern sets.

"There are no schedule patterns open for bidding at this time."



Figure 1-53 . Schedule Bidding "home" Page

Toolbar

When the Schedule Bidding "home" page is displayed, the toolbar is displayed as it is in all other screens in the Agent WebStation, as described in Toolbar, 1-11.

Choosing Schedule Patterns for Bidding

The following text is shown below the header if schedule pattern sets are currently open for bidding.

"Click on the name of the schedule patterns you want to bid on. If you have already bid on a set of schedule patterns, you can view and modify your bids."

Schedule Pattern Information

The titles of the schedule pattern sets that are currently open for bidding for the MU are listed here. The schedule pattern set names are not used; but rather the titles that were defined by your supervisor are displayed.

Schedule Patterns

Click on the schedule pattern set title to display the Schedule Bid - Schedule Pattern Sort page (shown similar to Figure 1-54) for the selected schedule pattern set.

Open for Bidding

This is the date range for which the schedule pattern set is open for bidding.

Already Bid

If you have already entered bids for one or more weekly patterns in the schedule pattern set, then the text in this field is "YES", otherwise this field shows "NO".

You are able to view and modify bids that you have already entered for a schedule pattern set, as long as it is open for bidding.

Schedule Pattern Sort Page

The Schedule Bid - Schedule Patterns Sort page (shown similar to Figure 1-54) is displayed when you click on a schedule pattern set from the Schedule Bidding "home" page.



Figure 1-54 . Schedule Bid - Schedule Patterns Sort Page

The Schedule Bid - Schedule Patterns Sort page allows you to choose sorting options which determine the order in which the schedule patterns are displayed on the "schedule bid" page (see Figure 1-55).

Choose your sorting options

Sort 1, Sort 2, Sort 3, Sort 4

The selections in these four optional fields determine the order in which the schedule patterns are sorted. In Sort 1 "Number of days off" is selected by default, and "Day off preferences (uses preferences below)" is selected by default for Sort 2. Both Sort 3 and Sort 4 default to blank.

Each of the Sort boxes contains the same list items: "Number of days off", "Day off preferences (uses preferences below)", "My bids", and a blank value. In addition, the following items listed in Table 1-1 below may be included in the list if the associated field is to be shown for the schedule pattern set, according to the parameters defined by your supervisor for the schedule pattern set.

For example, if the pattern type field is to be shown for the pattern set, then "Pattern type" will be one of the sort options in each of these fields; if the pattern type field is not shown, then "Pattern type" will not be available as a sort option. NOTE: The Lunch start, Lunch end, and Lunch length sort options are also dependent upon the Lunch exception code being shown.

NOTE: It is possible to leave a higher-priority sort field blank and make a selection in a lower-priority sort field. For example, you may have made a selection in the Sort 3 field while the Sort 2 field was left blank. In this case, the selected Sort 3 option is treated as the Sort 2 option.

Table 1-1 . Schedule Pattern Sort Options
Sort Option
Associated Field
Pattern ID
Pattern ID number
agent data
The "agent data value" you are assigned to
Pattern type
Pattern type
Start time - Sunday
Start time - Monday
Start time - Tuesday
Start time - Wednesday
Start time - Thursday
Start time - Friday
Start time - Saturday
Pattern start time
End time - Sunday
End time - Monday
End time - Tuesday
End time - Wednesday
End time - Thursday
End time - Friday
End time - Saturday
Pattern end time
Total hours
Total hours
Paid hours
Paid hours
Lunch start - Sunday
Lunch start - Monday
Lunch start - Tuesday
Lunch start - Wednesday
Lunch start - Thursday
Lunch start - Friday
Lunch start - Saturday
(NOTE: These sort options will only be available if the Exception start time field is shown and if the Lunch exception is to be shown.)
Exception start time
Lunch end - Sunday
Lunch end - Monday
Lunch end - Tuesday
Lunch end - Wednesday
Lunch end - Thursday
Lunch end - Friday
Lunch end - Saturday
(NOTE: These sort options will only be available if the Exception start time field is shown and if the Lunch exception is to be shown.)
Exception end time
Lunch length - Sunday
Lunch length - Monday
Lunch length - Tuesday
Lunch length - Wednesday
Lunch length - Thursday
Lunch length - Friday
Lunch length - Saturday
(NOTE: These sort options will only be available if the Exception start time field is shown and if the Lunch exception is to be shown.)
Exception length
Total slots
Total slots refers to the total number of agents that may be assigned to the set of schedule patterns.
Assigned slots
Assigned slots refers to the number of agents currently assigned to the set of schedule patterns.
Available slots
Available slots refers to the number of slots still available for agents to be assigned to for the set of schedule patterns.

Sort - ascending / descending

For each sort option, choose whether to sort in ascending or descending order. The default sort is "ascending".

Day off preferences - Sun, Mon, Tue, Wed, Thu, Fri, Sat

Only days that were selected to be shown (by your supervisor) are shown here. For each day of the week you can type or select from the drop list a value between 1 and 7 (or you may leave the field blank). These optional values determine the order in which the schedule patterns are sorted, if you have chosen to sort by days off.

Each field is blank by default, and duplicate values are acceptable.

Continue button

Click continue to display the schedule patterns in the selected set, sorted according to the options specified on this page.

Cancel button

Click cancel to return to the Schedule Bidding "home" page shown similar to Figure 1-53.

Sorting Schedule Patterns

Schedule patterns will be sorted as specified in the Schedule Bid - Schedule Patterns Sort page. If no sort options were selected, then patterns are sorted by pattern ID.

Sorting by days off

If you selected "Number of days off" as one of the sort criteria, then the schedule patterns will be sorted so that the weekly patterns with the fewest number of days off will be shown first (for ascending order). For example, if any weekly patterns have no days off, then they will be shown first, followed by the patterns that have 1 day off, and so on. If sorting by number of days off in descending order, then the weekly patterns with the most days off will be shown first.

If you selected "Days of preferences (uses preferences below)" as one of the sort criteria, then the schedule patterns will be sorted according to the preferences entered on the Schedule Bid - Schedule Patterns Sort page for each day of the week. If you did not enter day off preferences for a day of the week, then that will be treated as though a preference ranking of 8 had been selected. If a tie-breaker is needed, preference will be given to days off in the following order: Sat, Fri, Thu, Wed, Tue, Mon, Sun.

NOTE: This description is for sorting in ascending order. If you choose to sort in descending order by days off, then the sort will be reversed. (In this case the weekly patterns with the most preferred days off will be sorted to the bottom.)

Default sort when sorting by "Days off preferences (uses preferences below)"

Table 1-2 shows an example of the default sort order result if you are sorting using the option "Day off preferences (uses preferences below)", but you did not enter any day off preferences. In this example, assume that all patterns have two days off.

Table 1-2 . Day off sort order - two days off, no user preference
day off 1
day off 2
Sat
Fri
Sat
Thu
Sat
Wed
Sat
Tue
Sat
Mon
Sat
Sun
Fri
Thu
Fri
Wed
Fri
Tue
Fri
Mon
Fri
Sun
Thu
Wed
Thu
Tue
Thu
Mon
Thu
Sun
Wed
Tue
Wed
Mon
Wed
Sun
Tue
Mon
Tue
Sun
Mon
Sun

Default sort when sorting by "Number of days off", then by "Day off preferences (uses preferences below)"

Table 1-3 shows an example of the default sort order that would be used for a set of 12 schedule patterns, if sorting by the option "Number of days off", and then by the option "Day off preferences (uses preferences below)". In this example, no preferences have been given.

Table 1-3 . Day off default sort order
Pattern ID
Sun
Mon
Tue
Wed
Thu
Fri
Sat
# days off
1
on
on
OFF
on
on
on
on
1
2
OFF
on
on
on
on
on
on
1
3
on
on
on
on
on
OFF
OFF
2
4
on
on
on
on
OFF
on
OFF
2
5
on
on
on
OFF
on
on
OFF
2
6
OFF
on
on
on
on
on
OFF
2
7
on
on
on
OFF
on
OFF
on
2
8
on
on
OFF
on
OFF
on
on
2
9
OFF
on
OFF
on
on
on
on
2
10
on
on
OFF
OFF
on
on
OFF
3
11
OFF
on
on
on
OFF
OFF
on
3
12
OFF
OFF
on
on
on
OFF
OFF
4

Sorting by "Number of days off", then by "Day off preferences (uses preferences below)" with user preferences entered

If you entered day off preferences, then the same set of schedule patterns as shown in Table 1-3 above would be sorted as follows in Table 1-4. (The day off preferences are indicated in the column headers.) Again, in this example, the patterns are to be sorted first by the option "Number of days off", and then by the option "Day off preferences (uses preferences below)".

Table 1-4 . Day off sort order, with preferences entered
Pattern ID
Sun: 2
Mon: 4
Tue: 6
Wed: 7
Thu: 3
Fri: 5
Sat: 1
# days off
2
OFF
on
on
on
on
on
on
1
1
on
on
OFF
on
on
on
on
1
6
OFF
on
on
on
on
on
OFF
2
4
on
on
on
on
OFF
on
OFF
2
3
on
on
on
on
on
OFF
OFF
2
5
on
on
on
OFF
on
on
OFF
2
9
OFF
on
OFF
on
on
on
on
2
8
on
on
OFF
on
OFF
on
on
2
7
on
on
on
OFF
on
OFF
on
2
10
on
on
OFF
OFF
on
on
OFF
3
11
OFF
on
on
on
OFF
OFF
on
3
12
OFF
OFF
on
on
on
OFF
OFF
4

Sorting by "Number of days off", then by "Day off preferences (uses preferences below)" with partial and duplicate user preferences entered

The following table is a sort result example when day off preferences are entered but not for all days of the week, and certain preferences are duplicated. In this case, the same set of schedule patterns (as shown in Table 1-3) would be sorted as shown in Table 1-5.

Table 1-5 . Day off sort order, with partial and duplicate preferences
Pattern ID
Sun: 2
Mon
Tue
Wed: 1
Thu: 3
Fri
Sat: 1
# days off
2
OFF
on
on
on
on
on
on
1
1
on
on
OFF
on
on
on
on
1
5
on
on
on
OFF
on
on
OFF
2
6
OFF
on
on
on
on
on
OFF
2
4
on
on
on
on
OFF
on
OFF
2
3
on
on
on
on
on
OFF
OFF
2
7
on
on
on
OFF
on
OFF
on
2
9
OFF
on
OFF
on
on
on
on
2
8
on
on
OFF
on
OFF
on
on
2
10
on
on
OFF
OFF
on
on
OFF
3
11
OFF
on
on
on
OFF
OFF
on
3
12
OFF
OFF
on
on
on
OFF
OFF
4

Sorting by "Day off preferences (uses preferences below)" with user preferences entered

Table 1-6 is an example of sort order result when sorting by "Day off preferences (uses preferences below)", but not by "Number of days off". The day off preferences are indicated in the column headers.

Table 1-6 . Day off sort order, using day off preferences (only)
Pattern ID
Sun
Mon
Tue: 1
Wed: 2
Thu: 3
Fri: 4
Sat
# days off
10
on
on
OFF
OFF
on
on
OFF
3
8
on
on
OFF
on
OFF
on
on
2
9
OFF
on
OFF
on
on
on
on
2
1
on
on
OFF
on
on
on
on
1
7
on
on
on
OFF
on
OFF
on
2
5
on
on
on
OFF
on
on
OFF
2
11
OFF
on
on
on
OFF
OFF
on
3
4
on
on
on
on
OFF
on
OFF
2
12
OFF
OFF
on
on
on
OFF
OFF
4
3
on
on
on
on
on
OFF
OFF
2
6
OFF
on
on
on
on
on
OFF
2
2
OFF
on
on
on
on
on
on
1

When sorting schedule patterns, the order of the daily patterns within a weekly pattern will always be the same. The daily pattern that corresponds to the first day of the week will always be shown first, if one exists, followed by the second day of the week's daily pattern, and so on.

Schedule Bid Page

Once you have clicked continue in the Schedule Patterns Sort page, the set of schedule patterns you selected will be displayed similar to the "schedule bid" page shown in Figure 1-55.



Figure 1-55 . Schedule Bidding - schedule bid page

In this page, you are able to enter a preference ranking (Bid number) for the weekly schedule patterns that belong to the schedule pattern set you selected. You must have been given permissions for the weekly patterns (by a supervisor) to be able to enter bids.

For easier viewing, the "schedule bid" page uses alternating background colors between weekly schedule patterns. Other than the Bid column which is always be shown, other data item columns will only be shown for the selected schedule pattern set if they were set up to be shown as defined by a supervisor. The following data is displayed according to the parameters specified by the supervisor.

Possible fields that may be displayed on the "schedule bid" page include the following: Pattern ID, <agent data group name>, Pattern type, Pattern start time, Pattern end time, Total Hours, Paid Hours, Exception start time, Exception end time, Exception length, Total slots, Assigned slots, and Available slots.

Weekly Schedule Patterns

Each weekly schedule pattern, that belongs to the selected schedule pattern set, will only be available for bidding on the "schedule bid" page if it meets the criteria to be shown as defined by a supervisor.

Note that if no weekly schedule patterns in the selected schedule pattern set meet the criteria to be shown, then the following text message and link are displayed in the "schedule bid" page.

"There are no schedule patterns available for you to bid on in this schedule pattern set."


Choose another set of schedule patterns to bid on


At this time, click the link Choose another set of schedule patterns to bid on to return to the Schedule Bidding "home" page shown similar to Figure 1-53, where you can select another schedule pattern set.

Schedule Patterns Spreadsheet

In the "schedule bid" page, daily schedule patterns associated with the same weekly schedule pattern are always shown together. The earliest day of the week for which the weekly schedule pattern has a daily schedule pattern is listed first. Days of the week for which no daily schedule pattern exists are not shown.

Exception code data for each daily pattern is shown in chronological order, beginning with the earliest exception in the pattern. So within a column, different exception codes may be shown, depending on which exception codes are associated with each pattern. Data is only shown for the exception codes specified by the supervisor. Exception code data is shown in as many columns as necessary on each row.

The daily schedule patterns that belong to a weekly schedule pattern are combined if possible, and shown one time. Daily schedule patterns that are alike (with respect to the data being displayed) are combined. If two daily patterns within the same weekly pattern have the same values for all of the daily pattern fields being displayed, then the pattern is shown one time and both of the days of the week will be marked for that pattern as shown for Friday "F" and Saturday "S" in Figure 1-56.



Figure 1-56 . Schedule Bid, combined daily schedule patterns

Refer to the following paragraphs for a description of the schedule pattern data that may appear on the "schedule bid" page, as shown in Figure 1-55 above.

auto-rank button

Click the auto-rank button to populate the Bid field for each of the schedule patterns currently displayed, as described in Autorank Bids, 1-156.

submit button

Click the submit button to validate and submit the agent's bids for the schedule pattern set, as described in Submit Bids, 1-156.

"Choose another set of schedule patterns to bid on" link

Click this link to return to the Schedule Bidding "home" page (shown in Figure 1-53), without saving your bids. In the Schedule Bidding "home" page, you can select another schedule pattern set for bidding, if one is available.

Title

The title of the selected schedule pattern set is shown near the top of the "schedule bid" page.

Instructions

If agent bidding instructions were defined by a supervisor for the selected schedule pattern set, then these instructions are shown below the title.

Your order in the bidding list

The line of text above the list of schedule patterns shows your order number (position) in the bidding list. Note that your seniority date and extension number may also appear in this line of text. For example, if your order number is 38 as shown in Figure 1-55, then there are 37 other agents in the MU whose schedule pattern bids have a higher priority than your bids.

Bid column

Indicate the order of your preferred schedule patterns by typing a number from 1 to 9999 in each Bid box. You cannot use the same bid number more than one time for each of the currently displayed patterns. You do not have to enter a Bid number for every schedule pattern. If you have already submitted bids for this schedule pattern set, then the previously entered bids are displayed in the Bid column when you open this page.

The following columns are all view only, and are only displayed if a supervisor has set it up so that the column is to be shown.

ID column

This is the ID of the weekly schedule pattern.

agent data value column

This is the agent data value that is assigned to the weekly schedule pattern. The header of this column is the column header defined for the MU's Schedule Bidding agent data group. This field is only shown one time per weekly schedule pattern.

Pattern Type column

This is the pattern type that is assigned to the weekly schedule. This field is only shown one time per weekly schedule pattern.

Total Slots column

This is the number of slots assigned to the weekly pattern. This field is only shown one time per weekly schedule pattern.

Assigned Slots column

This is the number of agents that are currently assigned to the weekly schedule pattern. This field is only shown one time per weekly schedule pattern.

Avail Slots column

This is the total number of slots that are currently unassigned for the weekly pattern.

(Total Slots - Assigned Slots). This field is only shown one time per weekly schedule pattern.

Total Hours column

This is the total length of the daily schedule, formatted as HH:MM. If the schedule is split, each segment's length is calculated and the sum of the segment lengths is shown here. If the daily pattern displayed on the row applies to more than one day of the week, then the daily pattern's total hours will be multiplied by the number of days to which the pattern applies, and the result is shown in this column.

Paid Hours column

This is the amount of time in the daily schedule for which paid exceptions exist. If the daily pattern displayed on the row applies to more than one day of the week, then the daily pattern's paid hours will be multiplied by the number of days to which the pattern applies, and the result is shown in this column.

S,M,T,W,T,F,S column

This represents the days of the week for which the daily pattern on this row applies, ordered by the MU's first day of the week.The first letter of each day of the week is used to represent that day, and each day is listed under it's own column. If daily schedules are combined, then multiple days of the week are shown on the same row. Days of the week for which no daily schedule pattern exists, are not shown.

(pattern) Start column

This is the start time of the daily schedule pattern.

(pattern) End column

This is the end time of the daily schedule pattern.

exception icon column

If an exception code exists in the daily schedule pattern that was selected by a supervisor to be shown in the Agent WebStation, then the icon is shown here, followed by any exception code fields that had been selected for display, such as: start time, end time, and length.

(exception) Start column

This is the start time of the exception code.

(exception) End column

This is the end time of the exception code.

(exception) Length column

This is the length of the exception code.

Autorank Bids

Click the auto-rank button, to populate all weekly patterns for which the Bid field is currently blank, with the next available bid value, beginning with "1". Bid fields will be populated in their current order on the "schedule bid" page.

If a number has already been specified in another Bid field, then that value is skipped; the same value cannot be assigned to two weekly patterns. Bid fields that already contain a Bid number will not be changed.

Submit Bids

Click the submit button to validate the Bid fields. You are not required to enter a Bid number in all of the Bid fields, however Bid numbers cannot be duplicated. If any two Bid fields contain the same value, then the following error message is displayed before the form is submitted.

"The Bid value entered for each schedule pattern must be unique."

If a duplicate Bid number exists, the first duplicate Bid field is displayed. If no duplicates are found, then the form is submitted and the agent's bids are stored. The following message is displayed.

"Your bid has been submitted successfully."

At this time, you can click the link Choose another set of schedule patterns to bid on to return to the Schedule Bidding "home" page (shown in Figure 1-53), where you can then select another schedule pattern set for bidding.

IMPORTANT: If you have bid on schedules, you will need to submit your bid prior to clicking on the "hours per day" tab to enter maximum hours.

Hours per Day page

The "hours per day" page (see Figure 1-57) is only available if your supervisor has given you permission to enter maximum hours preferences.



Figure 1-57 . Schedule Bidding - hours per day page

Click the "hours per day" tab to enter the maximum number of hours you would like to work each day for the selected schedule pattern set. If you would like to enter maximum hours for a different schedule pattern set, click the Choose another set of schedule patterns to bid on link and select another set of schedule patterns (as described in Choosing Schedule Patterns for Bidding, 1-144).

Enter Maximum Hours

On this page, each day of the week is listed beginning with the your MU's first day of the week. Next to each day of the week, enter the maximum hours which you are willing to work for that day. Note that this length of time is considered as paid hours. You can either enter the number of hours in HH:MM format (for example 4:00) or enter a whole number such as 60, which would be converted to 1:00 hour. You can enter any value between 0:00 and 24:00. The default value for each day is 24:00. If you do not want to enter a maximum hours value for a day of the week, you can just clear the field and that day will be saved as 0:00 hours.

Submit Maximum Hours Per Day

Once you have entered the maximum hours you are willing to work each day for this schedule pattern set, click the submit button to save this page. If you have entered any invalid hours, an error message is shown to indicate the invalid time.

IMPORTANT: If you want to go back to the "schedule bid" page, you must click the submit button before clicking the "schedule bid" tab, in order to save the maximum hours values you entered.


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