Shift Management View

The Shift Management View provides an interactive coverage chart for all of your organizational agent coverage. SupportLogic has made this initial view highly interactive to provide you with details for each shift, coverage detail, call out of missing assignment detail, working versus assignment hours and much, much more.

The animation below highlights:

1. Expand / Collapse all toggle to view a condensed versus expanded view of Shift detail
2. Percent of coverage indicator for each shift
3. Detailed display when you mouse over any shift
4. Missing hours indicator (highlights coverage gaps in pink)
5. Working hours indicator (shows shift color with stripped lines)

Enabling Shift Management

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

• Control Center > Settings > Roles and Permissions make sure that Role your users are assigned to Manage Shifts enabled under Case Assignment.
• Additionally, make sure that you have selected Case Assignment, Assignment Board and Shift Management when you define the Role for users that will be using Shift Management (see below):

Adding Shifts

Adding Shifts is quick and simple to do.

1. From within the Case Assignment tab, select Case Assignment Settings.
2. From the Working hours screen that opens, select Add New Shift.
3. In the Shift scheduling dialogue:
   1. Name the Shift
   2. Set the Assignment Hours (these will be based on your local time zone which you can change under Profile > Preferences, if need be)
   3. Set the Working Hours
   4. Select Create

Additionally, you can toggle on and off the Working hours option. 

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 has the time zone set to US, Pacific time (UTC-7:00). You can use the drop down. You also have the ability to Filter based on the timezone for a specific Shift.

Shift Filters

With large complex schedules, it may be necessary to narrow your focus on specific Shifts to review, staff and manage. Shift Filters allows you to filter shifts based on:

• Name - we recommend using descriptive names when creating a shift to make filtering easier
• Timezone - the timezone for which the shift is created
• Agent assigned - you can filter based on Agents, Virtual Teams and Organizations you have defined
• Shift coverage - where you can focus on shifts that have 10%, 20%, etc. coverage gap

The Shift filters appear in the upper right-hand side of Shift Management and a small red dot indicates that at least one of the filters has been applied to your current view (see below):

Assign Agents

You can assign agents in three different ways:

1. as part of the Add new shift workflow process 
2. by clicking on the + Assign agents link beneath a particular shift
3. by modifying the existing list of Agents assigned by clicking the # of Agent above the shift itself

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 when creating them in the Add new shift wizard. You can also update the color code for a shift to make color coordinated schedules (Taupe is out this year, by the way). To do so:

1. Open a Shift and click the Edit icon
2. Select a new color for the Shift, then Set hours
3. Adjust hours, if necessary, then Assign agents
4. Update agents, if necessary, then Save

In the animation below, we update the Central schedule from purple to dark green to easily distinguish it from the Eastern shift.