The Shifts tab in the Agent Scheduler menu allows you to create a shift schedule.
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Before creating a shift schedule, you must configure the work area, Time Off Category, shift duration, and break duration. See Agent Scheduling Settings section for more information on Time Off Category, Work Area and General shift settings.
Click the Shifts tab and then click the new shift button. The Create Shift window appears.
Specify the Shift Name, description, and click Save.
Double-click the shift to add details to the shift.
Select the Manager for Approvals from the drop-down menu to approve tasks for the shift
Select the Call Center from the drop-down menu to associate the shift to a call center.
Select the Number of slots for the shift.
Select the Work Area for the shift in the Area field.
Select the Start time of the shift.
Select the End Time of the shift.
You can choose to Color a shift in a specific color to distinguish between different shifts.
Select the Required Skills for the shift you are creating. Select the skills from the Available column and move to the Selected column.
Select the Allow Break checkbox to define the break time and duration for the shift.
Select the Break Duration from the drop-down menu.
Define the Schedule of the Shift:
Select the Start and End Date
Select specific days of the week.
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All times are displayed in Eastern Time.
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Editing Shift Details
You can edit the Shift Details from the Schedule tab.
Hover the mouse on the shift you want to edit from the Shiftspanel on the top-left corner of the Schedule tab.
Double-click to open the Shift Details shift details form on the Shift Details tab.
You can modify the required fields of the shift.
Once updated, click Save to accept the changes.
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Assigning Shifts
You can assign shifts by simple Drag and Drop.
Hover the mouse on the shift you want to assign.
Drag the shift to the required agents in the Agent panel to apply the shift.
You can do this for the number of slots available for the respective shift.
Once all slots are filled, you cannot apply that shift to other agents.
Click Publish to save all the changes and make the schedule available for the agents and other managers.
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You can assign agents to multiple shifts per day and schedule multiple breaks per shift.
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Modifying the Assigned Shift
You can change the hours for the shift and breaks per shift.
Double-click the shift you want to modify for an agent in the Agent Details section. The Modify Assignment popup window appears.
Click the + (plus) icon for the required shift.
Modify required options. You can modify Start time, End time, add or delete breaks. You can also add comment.
Click the Save button.
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If non-active time or published shifts are modified for an agent, a notification is sent to the agent in the Work Queue.
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Assigning Shifts in Bulk
Select the Bulk Assign option at the bottom right corner of the Agent Scheduling editor.
The Bulk Assign screen appears which allows you to select multiple agents for shift assignment.
Select the required Shift for scheduling.
Select the Scope to assign the shift for a specific time.
You can Filter the list of Available Agents by:
Agent Name
Call Center
Inactive Agents
Agent Team
Agent Skills
Select one or multiple agents (hold CTRL to select multiple) from the Agents Available column and move them to Agents To Schedule column using the arrow buttons.
Select Assign to save the shift assignment.
Click Publish button on the bottom right corner of the Agent Scheduling editor to save all the changes and make the schedule available for the agents and other managers.
