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You can configure the Time Off Categories and various work areas for the schedule under the Config tab. These settings can be utilized for performing various tasks within Agent Scheduling.

Navigate to Configure > Agents > Agent Scheduling, select the Config tab from the Agent Scheduler to configure work areas and save these settings for future use.

You must configure the work area, Time Off Category, break duration, etc. before creating a shift schedule.

Step 1: Add a new work area

  1. Select the Areas sub-tab.
  2. Click the Add button at the bottom right corner of the Areas sub-tab.
  3. Add the Area Name and Description.
  4. Click Save.

Step 2: Set up the Time Off Category for an Area

  1. Select the Time Off Category sub-tab.
  2. Click the Add button at the bottom right corner of the Time Off Category sub-tab.
  3.  Add the Area Name and Description.
  4. Click Save to save the time off category.

Step 3: Configure the default settings like time format, break duration, shift start and end time, etc.

  • First day of the week: Select the day work week beings. This day is displayed as starting day of the week on Schedule and Agent Details tab.
  • Time Format: You can select the time format as 12 Hrs or 24Hrs.
  • Open Time: Select the opening hours of office.
  • Close Time: Select the closing hours of office.
  • Break Duration: Select the break duration.
  • Shift Notifications On: Select the Shift Notification On checkbox to allow the shift start notification on the Agent Desktop. When enabled, agent gets a notification that Shift starts in 5 mins if agent logs in 5 mins before the shift time and Shift started now if the agent logs in one time.
  • Allow agents to swap shifts: Select Allow agents to swap shifts checkbox to provide agents the ability to offer shift swap request to other agent from their Scheduler. The agent receiving the swap request can accept or reject the request. You can track the shift swap requests through the Work Queue.
  • Require manager approval for swaps: Selecting the Require manager approval for swaps checkbox provides you the ability to accept or decline the shift swap request.

See Shift Details section to learn more about the process of creating shifts.

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