Shift Details

After adding the work area, time off category, and other settings, you can start adding shift details. The Shifts tab allows you to create, copy and edit shift details. Navigate to WFO > Workforce Management > Agent Scheduling (alternatively, you can navigate Configure > Agents > Agent Scheduling), select the Shifts tab from the Agent Scheduling.

Adding Shifts

1. Click the New button at the top-left corner of the Shift tab.
2. Specify the Shift Name.
3. Enter a description in the Create Shift window. Click Save.
   The shift gets created and a new shift window appears.
   
4. Verify the shift name in the Shift name window.
5. Select the Manager for approvals from the drop-down menu to approve tasks for the shift.
6. Verify the description of the shift.
7. Select the Call Center from the drop-down menu to associate the shift to a specific call center.
8. Select the Number of slots you want to allocate for the shift.
9. Select the Service from the drop-down menu to associate the shift to a specific service.
10. Select the Work Area for the shift in the Area field. You can choose the area that you created on the Config tab.
11. Select the Start time of the shift.
12. Select the End time of the shift.
13. You can choose to assign a color to a shift to distinguish between multiple shifts.
14. Select the Required skills for the shift you are creating. Select the skills from the Available column and move to the Selected column.
15. Select the Allow break checkbox to define the break time duration for the shift.
    1. Select the Break duration from the drop-down menu.
16. Define the Schedule of the Shift:
    1. Select the Start date and End date.

    2. Select specific days of the week.

Editing Shift Details

You can edit the Shift Details from the Schedule tab.

1. Select the shift you want to edit and click Edit.
2. Modify the required fields.
3. Click Save.