Special Events consist of part-time coverage and breaks. Part-time coverage is created for agents who only cover phones on a part-time basis, (a few hours a day or a few hours a week). For example, if an agent is required to only cover phones for 2 hours each day, you would schedule this time here by using the Add Coverage feature. Breaks are created for all agents and are also scheduled for shorter periods of time, such as a 15-minute coffee break.

Access the Special Events tab by selecting Main Menu > Planning > Special Events.

SpecialEvents

Related articles:

Contact Center Planning Special Events: Adding Break

Contact Center Planning Special Events: Adding Coverage

Contact Center Planning Special Events: Filtering

Contact Center Planning Special Events: Removing