Duty Schedule Configuration

As soon as you launch the Duty Schedule Configuration module, a page is displayed to explain how the Duty Agent service works. You can edit the parameters by clicking on Next.

The schedule can be generated one, two or three weeks before the beginning of the month. Select the option that suits your needs.

Select the Permanent Duty Agent who will be on standby in cases of absence or no answer by the agent on duty when a call arrives.  Select the Permanent Duty Agent from the list of agents registered for in the duty agent service.

The Duty hours for Agents can be set using the Start time and Finish Time (usually set according to the working hours of the company).

Depending on the company's working hours and the number of agents in the list of Duty Agents, the system will suggest time blocks.  Select the best option for your company.

Click on Next to confirm your selection.

• • To cancel the previous settings, choose Cancel.
  • To apply the changes for the next duty schedules, choose Save and exit.
  • To generate a new duty schedule using the new parameters, choose Save and generate a new list. (Note that if you choose this option The current duty schedule will be deleted including the current duty block and will be replaced by a new schedule. The next call for the duty agent will be forwarded based on the new schedule)

Click Next to confirm your choice. A confirmation message will be displayed. click the button OK to return to the Duty Schedule page