Manage a work plan’s daily shift configuration

You can edit shift configuration in an existing work plan.

  1. Click Admin.
  2. Under Workforce Management, click Management Units. The Management Units page opens.
  3. Under Configuration, click Work Plans.
  4. In the upper right corner, click the Management Unit list and select the desired management unit.
  5. Optionally use the search filters to narrow the list of work plans.
  6. Select a work plan. 

The daily shift name cannot exceed 50 characters.

  1. Click the shift name. 
    Note: The Edit Shift dialog box opens.
  2. Enter a new name for the shift and click OK.

  1. Click the Daily Paid Time box. 
    Note: The Edit Shift dialog box opens.
  2. To change the start time for the shift, in the Shift Start area enter the shift’s start time in standard time format. For example, 08:00 AM or 04:30 PM.
    Note: You can only choose five-minute increments.
  3. To allow for flexibility in the shift’s starting time, do the following:
    1. Select the Flexible times check box.
    2. In the Earliest box, enter the desired earliest start time in standard time format.
    3. In the Latest box, enter the desired latest start time in standard time format.
    4. Under Increment, use the Hours and Minutes up and down arrows to set the amount of time between shift start times. 
      Example: If you have an earliest start time of 8:00am, a latest start time of 10:00am, and a start time increment of 15 minutes, possible start times for the shift are: 8:00, 8:15, 8:30, 8:45, 9:00, 9:15, 9:30, 9:45, and 10:00.
  4. To set a specific end time for the latest shift, do the following:
    1. Select the Latest Shift Stop check box.
    2. Enter the shift’s stop time in standard time format.
    3. If the shift’s stop time rolls over to the next day, select the Next day check box.
  5. Click OK.

  1. Click the Daily Paid Time box. 
    Note: The Edit Shift dialog box opens.
  2. In the Daily Paid Time area, use the Hours and Minutes up and down arrows to adjust the amount of daily paid time for the shift.
  3. Click OK.
  4. To allow for flexibility in the shift’s daily paid time, do the following:
    1. Select the Flexible times check box.
    2. Under Minimum, set the minimum amount of daily paid time allowed for the shift.
    3. Under Maximum, set the maximum amount of daily paid time allowed for the shift.
  5. Click OK.

Contiguous time helps make sure that agents do not work too long without getting a break.

  1. Click the Daily Paid Time box. 
    Note: The Edit Shift dialog box opens.
  2. Select the Contiguous Work Time check box.
  3. Under Minimum, set the minimum amount of time the agent must work before starting an activity that does not count as work time.
  4. Under Maximum, set the maximum amount of time the agent can work before starting an activity that does not count as work time, or before ending the shift.
  5. Click OK.