Overview
When an agent is assigned multiple shifts, the system needs to determine which shift to consider during case assignment. This article explains the logic behind shift selection in such scenarios.
Shift Selection Criteria
Based on the tool’s behavior, if an agent has multiple shifts assigned, the system will consider the shift with the latest end time for case assignment.
Example Scenario
If an agent has the following shifts:
• Shift 1: 8:00 AM – 4:00 PM
• Shift 2: 12:00 PM – 8:00 PM
In this case, the system will consider Shift 2 (12:00 PM – 8:00 PM) for case assignment since it has the latest end time.
Was this article helpful?
That’s Great!
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
Feedback sent
We appreciate your effort and will try to fix the article