In the Shifts module, you create the shifts which are used for automatic scheduling of agents. Each agent is assigned a shift bag with a collection of shifts that are available for them.
The design of the shifts is essential to achieve a schedule which is as effective and optimized as possible. The shift design is also used to regulate how agents can work within a day. Work activities, breaks and lunches must be organized to give the agents a reasonable work day that fulfills the applicable contractual rules and work laws. The challenge is therefore to create shifts which are well suited for the agents and which also contribute well when resource planners are scheduling to fulfill the forecasted need.
- Creating shifts overview
- Create basic shifts
- Add activities to shifts
- Remove unwanted shifts from rule sets
- Limit which dates shifts can be used
- Limit which days of the week shifts can be used
- Manage rule sets
- Manage shift bags