You can change the hours for a shift's duration and the number of breaks per shift for an agent.

  1. On the WFO tab, go to Workforce Management > Agent Scheduling. You can also navigate to the Schedule tab from Configure > Agents > Agent Scheduling.
    The Agent Scheduling window appears.
  2. Click the Schedules tab.
  3. Double-click the shift you want to modify.
    The Edit Assignments window appears.
  4. Double-click the shift you want to modify. 

  5. You can clear the shift assignments, add Time Off Categories, and select the following Not Ready Reasons for agents:
    - Break
    - Lunch
    - Meeting
    - Other
    - Tech Difficulties
    - Training

  6. Click the Save button.

If you modify non-active time or published shifts for an agent, a notification is sent to the agent in the Work Queue.

Updating in Bulk

If shifts that are assigned to multiple agents have the same shift start time, end time, and break time, you can select those shifts and update the parameters. To update parameters in bulk:

  1. On the WFO tab, go to Workforce Management > Agent Scheduling. You can also navigate to the Schedule tab from Configure > Agents > Agent Scheduling.
    The Agent Scheduling window appears.
  2. Click the Schedules tab.
  3. Click Edit Multiple Assignments and select the shifts you want to modify.
  4. Click Edit Selected Assignments. The Edit Selected Assignments window appears.
  5. Edit the shift per your requirement and click Save.