Marked Time

Use Marked Times to identify periods that WFM should track and display that are not already accounted for. For example, some agents might each work a number of hours on an issue involving one account. By using marked times, you can designate that those hours spent working on that issue be displayed in the Schedules module and reported on, using the Schedule Marked Times Report and Schedule Marked Times Totals Report that are generated in WFM Web's Reports module.

Use the procedures in this topic to create, edit, delete, and copy Marked Times.

Creating Marked Times

To create new Marked Times:

1. In the Policies module, select Marked Times.
2. In the Objects pane, select the site(s) or business unit with which the new object will be associated.  
   Conseil

   You can select multiple sites (just keep clicking on them) but only one business unit.
3. Select New .
   The Properties tab opens by default.
4. Configure the Properties tab .
5. Click the Associated Sites tab and select the sites you want to associate with this Marked Time.
6. Click Save .

Editing Marked Times

To edit Marked Times:

1. In the Marked Times pane, select a marked time.
2. Select the Properties tab and/or the Associated Sites tab, and make the changes.
3.  Click Save .

Deleting Marked Times

To delete Marked Times:

1. In the Marked Times pane, select a marked time.
2. Click Delete .

Copying Marked Times

To copy an existing Marked Time:

1. In the Marked Times pane, select an existing Marked Time.
2. Click Copy .
3. When the Copy Marked Time pane opens, type a name for the Marked Time.
4. Expand the Enterprise list and select the site, to which you want to associate this Marked Time.
5. Click Apply .

Properties Tab

• Name—Each Marked Time should have a descriptive name that is unique within the site.
• Short Name—The name to be used in graphical representations of the Marked Times and Scheduler. It can be up to three characters.
• Used to mark Overtime—This marked time is designated to mark overtime schedule states.

Associated Sites Tab

1. Select the check box of each site to associate with the current Marked Time.
2. Clear the check box of each site to disassociate with the current Marked Time.
3. Click Save.