Release Notes - 5.4 - August 2022

Features in this release:  
Agent Shifts

Define and Create your Agent Shifts

Establish consistent Assignments and working hours for teams

Create a standardized, recurring shift model that can be used by all your teams. Customize each Shift with specific Assignment Hours (when Cases can be assigned to Agents) and Working Hours (when Agents are usually working).

Set Up Specific Time Slots and Recurrence Shifts

• Customize each shift to specific schedules
  Shifts can be customized to suit your organization’s unique needs. This includes the ability to choose non-standard assignment hours or provide gaps in a day, as well as specifying the recurrence of each shift.
  
  
• Assign agents to shifts effortlessly
  Quickly and easily assign agents to Shifts. You can also choose from virtual teams of agents and assign all agents of a team or specific agents within a team. We also indicate the number of Shifts the agent is already on.

Identify Gaps and Staffing Coverages Instantly

At-a-glance insights to help manage coverage

Use the handy calendar view and the helpful cues provided to quickly identify gaps in assignment hours and create shifts instantly to address them. You will also appreciate the thoughtful staffing coverage indicator for every shift, making it easy to manage agents’ schedules and make changes accordingly.