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

All times will be displayed in Eastern Time

Adding Shifts

  1. Click the Add button at the bottom right corner of the Shift Details tab.
  2. Specify the Shift Name.
  3. Select the Call Center from the drop-down menu to associate the shift to a specific call center.
  4. Select the Manager for Approvals from the drop-down menu to approve tasks for the shift.
  5. Select the Number of slots you want to allocate for the shift.
  6. Select the Work Area for the shift in the Area field. You can choose the area that you created on the Config tab.
  7. Select the Start time of the shift.
  8. Select the End Time of the shift.
  9. You can choose to Color code a shift to distinguish between multiple shifts.
  10. Select the Required Skills for the shift you are creating. Select the skills from the Available column and move to the Selected column.
  11. Select the Allow Break checkbox to define the break time duration for the shift.
    1. Select the Break Duration from the drop-down menu.
  12. Define the Schedule of the Shift:
    1. Select the Start date and End date.

    2. Select specific days of the week.

You can also copy the shift details of an existing shift using the Copy option on the Shift Details tab.

Editing Shift Details

You can edit the Shift Details from the Schedule tab.

  1. Double-click on the shift you want to edit from the Shifts panel on the top left corner of the Schedule tab. You are presented with the Shift Details form on the Shift Details tab.
  2. You can modify the required fields of the shift.
  3. Once updated, click Save to accept the changes.
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