1. Designate a worksheet for each Work Schedule.
Make additional copies of the Table 2-3 ACD Agent Work Schedule Worksheet (41-05-01) on
page 2-3 so you will have enough for all of your work schedules.
In the upper right corner of each worksheet, write the number of the corresponding work
schedule.
2. Assign Days of the Week to each Work Schedule.
In the Day(s) of Week row of each worksheet, indicate which days of the week to use the Work
Schedule. The sample worksheet is for Monday through Friday.
3. Set the start and stop time of each work Period.
Enter a start and stop time for each Work Period. Keep in mind that if you leave holes in your
Work Schedule, there will be periods during the day when no ACD service is available. Try to
accommodate the typical divisions of time during the day. For example, the sample worksheet
below shows five Work Periods corresponding to mornings (1), lunch (2), afternoons (3), evenings
(4) and late night (5).
Table 2-2 Sample ACD Agent Work Schedule Worksheet (41-05-01)
Sample ACD Agent Work Schedule Worksheet (41-05-01)
ACD Work Schedule Number (1-4) 1
Day(s) of Week (41-07-01) Monday-Friday
Work Period Start Time End Time
1 8:00 AM Noon
2 Noon 1:00 PM
3 1:00 PM 5:00 PM
4 5:00 PM Midnight
5 Midnight 8:00 AM
Table 2-3 ACD Agent Work Schedule Worksheet (41-05-01)
ACD Agent Work Schedule Worksheet (41-05-01)
ACD Work Schedule Number (1-4)
Day(s) of Week (41-07-01)
Work Period Start Time End Time
1
2
ISSUE 1.0 SL2100
ACD Installation Manual 2-3
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