Create a shift event

Create a shift event Time period in WFM when employees are scheduled for specific activities, other than the main shift activity. Shift events can either be productive or unproductive, and can be associated with activities such as Phone, Email, Break and Lunch., which is a time period when employees are scheduled for specific activities, other than the main shift Work period in WFM that has a definite length. activity Core component of both schedules and time records in Workforce Management (WFM). When an employee performs any kind of work, activities specify the scheduled work and capture employee adherence to their schedule.. Shift events can be either productive or unproductive. For example, Phone and Email can be both a shift and a shift event. Breaks and Lunches can only be shift events. You can use each shift event in many different shifts.

Shift event usage and policies

For call centers, shift events are off-phone time periods. For back-office operations, shift events are non-production time periods.

Some organizations dictate specific times during which employees take breaks and lunch. Other organizations do not want to specify these events. Regardless of company policy, you can still create shifts that include employee downtime. Employee downtime affects the calculation of productive time. It is reflected in the Productivity report.

Procedure 

1. To create a shift event on an organizational level for all campaigns, go to Work Administration. Under Work Rules, select Shift Events.

   If you want to override the organizational settings and create a shift event exception for a specific scheduling period only, go to Forecasting and Scheduling. Under Work Rules, select Shift Events.

2. From the Work Administration module, from the left pane, select the organization for which you want to create a shift event.

   When creating an exception for a scheduling period, from the Forecasting and Scheduling module, select the campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads. and scheduling period for which you want to create a shift event.

3. Select Create.

4. On the Shift Events screen, complete the fields.

5. Note the following:

   • If you select Paid, you can then select for the shift event to be Flexible.

   • If you select Flexible, the schedule can include zero or more blocks of the shift event within any shift to which the shift event is linked. The Minimum Count and Maximum Count fields define this setting.

   • In addition, if you select Flexible, you can link more activities to the shift event.

6. To link more activities to the shift event:

   1. Select Flexible for the shift event.

   2. From Additional Activities, select Add.

   3. From Activities, select the other activities to which you want to associate the shift event, and select Add Selected Activities.

   4. To remove any activities from the shift event, select Remove.

7. When you have completed all fields on the Shift Events screen, select Save.

What to do next 

Create a shift

Related topics 

Shift event details

Set up work rules for a specific scheduling period