Shift logs and primary topic limit

Shift logging and primary topic limits provide organizations with a structured way to manage how case agents receive and work on cases.

As an administrator, you can enable this feature for your organization. You and case managers can plan agent shifts with defined focus areas through primary topics and daily maximum limits.

After activation, dedicated shift management options are displayed so that you and managers can create and publish shift plans or rely on automatically logged shifts.

These capabilities support better alignment with recordkeeping rules. They standardize the prioritization of case tickets based on case topics and improve agent efficiency by reducing repetitive effort in assigning cases.