TheShifts tab allows you to create, copy and edit shift details. To create shifts:
In the Shifts tab, click New. The Create Shift window appears.
Specify the Shift Name.
Enter a description in theCreate Shiftwindow. ClickSave. The shift gets created and a window appears.
Verify the shift name in theShift namewindow.
Select theManager for approvalsfrom the drop-down menu to approve tasks for the shift.
Verify the description of the shift.
Select theCall Centerfrom the drop-down menu to associate the shift to a specific call center.
Select theNumber of slotsyou want to allocate for the shift.
Select the Work Area for the shift in theAreafield. You can choose the area that you created on theConfigtab.
Select theStart timeof the shift.
Select theEnd timeof the shift.
You can choose to assign a color to a shift to distinguish between multiple shifts.
Select theRequired skillsfor the shift you are creating. Select the skills from the Available column and move to the Selected column.
Select theAllow breakcheckbox to define the break time duration for the shift. You can configure the break duration in increments of 5 minutes.
Select theBreak durationfrom the drop-down menu.
Define theScheduleof the Shift:
Select theStart dateandEnd date.
Select specific days of the week.
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You must configure the work area, Time Off Category, shift duration, break duration before creating a shift schedule. See the Agent Scheduling Settings section for more information on Time Off Category, Work Area, and General shift settings.
You can also copy the shift details of an existing shift using theCopyoption on theShift Detailstab.
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Editing Shift Details
You can edit shift details from the Schedule tab.
Select the shift you want to edit and click Edit.
Modify the required fields.
ClickSave.
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Assigning Shifts
You can assign shifts by drag and drop.
From theAssigndrop-down menu, clickBy Drag & Drop.
In theShiftcolumn, double-click the first cell select a shift. The available shifts appear in the drop-down.
Select a shift from the drop-down menu. In the first row, the shift and the shift timings appear.
From the first row, drag the shift and drop it in the corresponding agent cell to assign the shift.
You can do this for the number of slots available for the respective shift. After all the 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 Agents section. The Modify Edit Assignment pop-up 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 comments.
Click the Save button.
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Important
You can select multiple shift parameters such as shift time, break time, comments and modify these parameters. Go to Schedules > Agents > Select & Edit Assignments. You can select multiple shifts and update the parameters.
You can also assign not ready reasons to agents. To assign not ready reasons:
Double-click the shift you want to modify for an agent in the Agents section. The Edit Assignment pop-up window appears.
Select a reason from the list. Image Added
Click Save.
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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
From theAssigndrop-down menu, clickIn Bulk.
Select theScopeto assign the shift for a specific time.
You canFilterthe list of Available Agents by:
Agent Name
Call Center
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.
Click Save to save the shift assignment.
Click thePublishbutton on the bottom-right corner of the Agent Scheduler to save all the changes and make the schedule available for the agents and other managers.
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Assigning Shifts by Copying Across Dates
From theAssigndrop-down menu, clickBy Copying Across Dates.
SelectSourceandTargetdate range.
Select the list ofAgentsto assign the shift.
Click theCopybutton and thePublishbutton.
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Assigning Shifts from the Shifts Tab
Click theSchedulestab and then click the By Shift tab.
From the Shift drop-down menu, select the shift.
Click the +Assign Available Slots option. The Assign Available Slots window appears.
From the Agent drop-down list, select the agent to whom you want to assign the shift.
In the Available Slot to Assign column, double-click on the cell to select a slot.
From the drop-down list, select a slot.
Click Assign to save the changes.
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Assigning Shifts from the Available Slots Tab
Click theSchedulestab and then click the Available Slots tab.
Click Auto Schedule. The Auto Schedule window appears.
From the Select a published forecast drop-down, select a published forecast.
From the Select a shift option, select a shift to which you want to assign agents. If you want to create a new shift, click Or Create a new shift option and then create a new shift.
From the Assign Agent section, select one of the options and then click OK.