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Select Workforce Management
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Go to Work Plan Configuration
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Select Work Plans
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Make a note of the existing work plan names to replicate the format.
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Example: Business Unit - Start - End Time Lunch
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Select the Business Unit
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Click Add
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Select the Days of the Week for the shift
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Click to add a name
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Enter a Name
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Click ✓
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The Max Days must be set to 5.
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To edit the Max Days:
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Click Max Days
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Adjust the Maximum Scheduled Days Per Week to 5
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Click OK
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To move the Start and End time of the shift:
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Click and drag the On Queue activity
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To add Lunch and Break activities:
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Select the Meal or Break activity
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Click and drag the Activity into the schedule
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Repeat this step to add other breaks. A typical shift contains one unpaid Lunch and two paid breaks.
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To add agents to the Work Plan:
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Click Agents
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Click Add
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Select the Agents to Add
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Click OK
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To save the Work Plan:
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Click Verify
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Click Save
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A success notification will appear.
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