Series: Add a work plan

Set up shift activities


After you configure the work plan’s daily shifts, you can set up shift activities.


To add an activity to the shift:

  1. Click the arrow at the end of the activity code list and select the activity you want to add.
  2. Click and hold the + button, and then drag the activity to the desired location in the shift.
  3. Optionally use the sizing arrows to adjust the length of the activity.
  4. Repeat steps 1-3 for any additional activities you want to add.


In this example, we add the following activities to the shift:

  • Break with the default time of 15 minutes at 10:00 a.m. 
  • A Meal with the default time of 60 minutes from noon to 1:00.


  1. Double-click the shift activity you want to edit. The Edit Activity dialog box opens.
  2. To change the activity, select the new activity from the list.
  3. Under Length, use the Hours and Minutes up and down arrows to determine the length of time the activity lasts. 
    Note: In the work plan view, you can also use the sizing arrows to adjust the length of the activity.
  4. To specify that the activity start time is dependent upon the shift start time, do the following:
    1. Select the Start Time is Relative To Shift Start check box.
    2. Under Start Time, use the Hours and Minutes arrows to set the activity’s start time in relation to the shift start time. For example, 2 hours from shift start.
      Note: Relative time, rather than absolute time (for example, 10:00 a.m.) is used here.
  5. To set an actual activity start time, do the following:
    1. Clear the Start Time is Relative To Shift Start check box.
    2. Under Start Time, enter the actual activity start time. 
  6. To set a flexible activity start time, do the following:
    1. Select the Flexible Start Time check box.
    2. Under Earliest Start, set the earliest time for this activity by typing in the box or using the Hours and Minutes arrows. 
    3. Under Latest Start, set the latest time for this activity can start by typing in the box or using the Hours and Minutes arrows. 
    4. Select the amount of time to increment the activity start time using the Hours and Minutes arrows.
  7. If the activity counts toward paid time, set Counts as Paid Time to Yes.
  8. If the activity counts as contiguous, or consecutive, work time, set Counts as Work Time to Yes
    Note: Contiguous time helps ensure that agents do not work too long without getting a break.
  9. Under Description, optionally include any details or unique definition of the activity.
  10. Click OK.


Next, add agents.


Configure the work plan’s daily shifts :Previous Suggested Article Next Suggested Article: Add agents to the work plan