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Add a Schedule Preference

Requirements: Only agents with the appropriate licenses can see their work schedules in the CIC client. For more information, see Interaction Optimizer. You also need the Allow Agent Preferences Security right to set your schedule preferences.

A schedule preference indicates the days and times when you prefer or prefer not to work. For more information, see Working with Schedule Preferences.

To add a schedule preference:

In the Schedule Preferences dialog box, do one of the following:

- In the List View or Calendar View, click the Add button.
- In the List View or Calendar View, right-click and select Add preference entry from the shortcut menu.

Tip: Select a date or range of dates in the Calendar view before clicking the Add button or selecting Add preference entry. The selected date or date range becomes the Start date and End date in the Schedule Preferences Details dialog box.

Result: The Schedule Preferences Details dialog box appears.

In Preference entry, type a unique, identifying name for this schedule preference.
Do one of the following:

- Select the Default check box to create a default preference.
Note: Default preferences apply to the same date every year.
- Clear the Default check box to create a preference override.

Note: Preference overrides apply to a specify date or range of dates.

In Start date and End date, select the appropriate date or range of dates.

Note: Default preferences cannot be defined for less than one week.

From the Granularity drop-down list, select the smallest unit of time for which you want to indicate a schedule preference.

Note: This value can be adjusted as you create your schedule preference for each unit of each day. You can set it to 15 minutes when indicating preferred break times or 60 minutes when indicating preferred work hours.

From the Set work preference drop-down list, select one of the pre-defined preferences.

Indicate your schedule preferences.

Tip: For information about using the Schedule Preference Details dialog box, see Setting Schedule Preference Details.

When finished, click Apply and then click OK.