Create a shift

Create a shift Work period in WFM that has a definite length., which is an interval of time for which an employee is scheduled to perform work.

Shifts are associated with an 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.. This activity defines the type of work performed during the shift (such as phone time or research). A shift can contain multiple shift events. Shift events represent other activities that occur during the shift (such as breaks or meals).

You can create shifts at any level of the organization hierarchy, but they can only be modified in the organization for which they were created.

Shifts versus shift assignments

Shifts are templates for shift assignments. A shift assignment occurs when the scheduling engine assigns a shift to an employee during the scheduling process.

Before you begin

Create a shift event

Procedure

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

If you want to override the organizational settings and create a shift exception for a specific scheduling period only, go to Forecasting and Scheduling. Under Work Rules, select Shifts.
From the Work Administration module, from the left pane, select the organization for which you want to create a shift.

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.
Select Create.
Complete the fields on the Shifts screen.
For Start Times, select the cell in the grid that represents the start time of the shift you want:
- To select a single start time for the shift, select the one cell representing that single start time in the grid.
- To select a range of multiple start times for the shift, select the cells that represent those start times in the grid.
  
  Shift start times are defined in 15-minute increments only.
Setting a range of start times gives the scheduling engine more flexibility in creating an optimal schedule that matches your service level Set percentage of interactions in WFM that are handled in a defined unit of time. and employee availability.
To add shift events to the shift:
1. Expand Shift Events.
2. Select Add.
3. From Available Shift Events, select the shift events you want to add to the shift.
4. Select Add Selected Shift Events.
  
  The selected shift events are added to the shift.
When you have completed all fields on the Shift screen, select Save.
The new shift appears on the Shifts page in collapsed view. To expand the view to display the defined shift events, from the Shift column, select the arrow next to the shift name.

What to do next

Create a VTO event, Create an OT extension, or Create a work pattern