PureEngage On-Premises

We are running into an issue where the paid breaks are not being reinserted into a schedule if we remove time off. For example, if an agent has a schedule of 8:00am-4:30pm with a break at 10:30am and we track time off from 8:00-12:00, the break is removed. However, if we remove the time off, the break is not automatically added back to the schedule. We have to manually add it. We are using 8.1.3. Does anyone know if this is how the system is supposed to be working?

Hi Theresa,

This is the way the system works, indeed.
Breaks can only be automatically inserted upon shift insert (manual shift insert or schedule scenario shift insert).

Regards,
Andrei

This has to do with the way the system treats "Full Day" items vs. "Partial Day" items.
?Full Day Items remove all aspects of the schdule, whereas Partial Day Items sort-of "lay on top".

?One to solver your bigger issue is to use the "Schedule History and Rollback" functionality in the Master Schedule Intraday view to revert the schedule back to the state it was BEFORE the Full Day Time Off was added.

?I hope this helps.

?-TT

Thank you Tom! This does help.