Shift Management

Modified on Thu, 14 Mar 2024 at 05:14 PM


Create Assignment Hours Shifts to help refine case assignment recommendations.

Create Working Hours Shifts to help identify time overlaps.

Review coverage and quickly modify shifts by moving agents across shifts.


Set up and configure Shifts for your team enables smarter case assignments and better support coverage. Once configured, you can enable Shifts with two basic steps:
  1. Adding Shifts
  2. Assigning Agents

Enabling Agent Shifts

In order for users to take advantage of Shifts, they need to have two Control Center settings configured:

  • Control Center > Settings > User Profiles make sure that the User Profile has Case Assignments enabled for those users.
  • Control Center > Manage Users enable the "Manage Shifts" option is enabled.

Once those two quick configurations are made, users will be able to define Shifts in Shift Management under CASE ASSIGNMENT.

Shift Management

Shifts are displayed similar to a project management gantt chart and can be color coded to make them easily identifiable.  A few things to note about the Shift Management view:

Shift management menu, Working Hours toggle and Add New Shift button.

  1. Shift Management is located under CASE ASSIGNMENT in the left-hand navigation.
  2. Working Hours and Missing hours can be toggled on / off using the eye icon in the legend.
  3. Add New Shift is located in the upper right-hand side of the screen.

Adding Shifts

Adding Shifts is quick and simple to do. To create a new shift:

Time Zone Consideration: before adding a new shift, you may need to adjust the "Hours shown in" to align with the time zone of the agent or team of agents you are creating this schedule for (see image below).

Hours shown in drop-down.

  1. Under CASE ASSIGNMENT of the navigation menu, select Shift Management.
  2. Then select Add New Shift button.
  3. In the Shift scheduling dialogue:
    1. Name the Shift.
    2. Set the Assignment Hours (these will be based on the time zone selected under Hours shown in).
    3. Set the Working Hours (using Copy assignment hours to edit these quickly.)
    4. Optionally, modify Occurrence, select a color-code for this shift, and whether it is a repeating schedule or a one-time modification.
    5. Select Create

Add New Shift animated walk-through.

The Does Not Repeat checkbox allows you to create a one off schedule for special events, holidays, or to accommodate any unique scheduling requirement that might arise.

Assignment Hours versus Working Hours

Assignment Hours determine when an agent can be assigned cases as opposed to Working Hours which are intended as the umbrella of hours an agent can work.  In most cases you will need to configure complex Assignment Hours to accommodate for the times an agent can be assigned a case that is realistic for them to address given the hours available from their Working Hours (see below):

The example above assumes you are on West Coast time. The Assignment Hours take into account that Agents on the East Coast have a lunch break from 10:00 a.m. - 11:00 a.m. and should not be assigned cases an hour prior to the end of their Shift, which is 3:00 p.m.

So the Assignment Hours allow for 6:00 a.m. until 11:00 a.m. and from 12:00 p.m. until 2:00 p.m. Monday through Fridays.

Assigning Agents

Once you have created the Shifts needed, you will prompted to assign agents. You can leverage Virtual Teams you have previously configured for this step.

Hovering over any of the Shifts provides a summary of the Assignment and Working Hours. You can assign additional agents by clicking on the [Shift Name] | # of Agents above any of the Shifts.

Organize Shifts by Color

With multiple shifts in one view, it may become difficult to keep track of each team. To help differentiate shifts, you can color code each when you setup the schedule. To do so:

  1. Open a Shift and navigate to the Working Hours section.
  2. Select the Occurrence and set the color for that shift.
  3. Click Save.

Select Shift Color

Shifts created now will be color coded and more easily distinguished when scheduling multiple teams.

Color coded Shifts in one schedule

Was this article helpful?

That’s Great!

Thank you for your feedback

Sorry! We couldn't be helpful

Thank you for your feedback

Let us know how can we improve this article!

Select atleast one of the reasons
CAPTCHA verification is required.

Feedback sent

We appreciate your effort and will try to fix the article