Preplanning shifts

As a case manager or administrator, you can preplan a shift for an agent individually or by batch. You can also create a shift by copying the previous planned shifts.

At shift start, the configured primary topic and daily maximum are applied to the agent’s routing profile for predictable initial assignments.

Creating preplanned shifts individually

  1. Select Shifts > Shift Plans.
  2. Click Create Single.
  3. In the Planned Shift section, specify this information:
    Employee ID
    Select the agent to create a preplanned shift for.
    Target Shift Date
    Specify the target date of the shift.
    Primary Topic
    Optionally, select a primary topic for the agent you're creating the preplanned shift for. If you don’t select a primary topic, the configured primary topic assigned to the agent is automatically applied when you create the shift.

    You can update the primary topic assigned to an agent even after their shift has started. When the primary topic is changed during the shift, the values in the Assigned Primary Cases Count and Assigned Non-Primary Cases Count columns are automatically updated.

    Daily Maximum
    Optionally, specify a daily maximum that limits how many cases of that topic an agent can receive during their shift.
    Published
    Select Yes to publish the preplanned shift. If an agent still has a current published preplanned shift, select No.
    Note: Agents can have multiple planned shifts, but they must have a single published shift to avoid duplication.
  4. Click Save.

Creating preplanned shifts in batch

  1. Select Shifts > Shift Plans.
  2. Click Create Batch.
  3. Specify this information:
    Target Shift Date
    Specify the target date of the shift.
    Service Group
    Select a service group. A preplanned shift is created for all agent members of the selected service group.
    Create Shift For Managers
    Select this check box to create a shift for managers included in the service group.
    Primary Topic
    Optionally, select a primary topic for the batch you're creating the preplanned shift for. If you don’t select a primary topic, the configured primary topic assigned to the agent is automatically applied when you create the shift.

    You can update the primary topic assigned to an agent even after their shift has started. When the primary topic is changed during the shift, the values in the Assigned Primary Cases Count and Assigned Non-Primary Cases Count columns are automatically updated.

    Daily Maximum
    Optionally, specify a daily maximum that limits how many cases of that topic an agent can receive during their shift.
    Publish On Create
    Select this switch to publish the planned shift for the batch once you submit.
  4. Click Submit.

Copying previous planned shifts

  1. Select Shifts > Shift Plans.
  2. Select one or more planned shift record to copy and click Copy.
  3. Specify this information:
    Target Shift Date
    Specify the target date of the shift.
    Copy Rules
    Select any of these rules to apply in the shift you are preplanning:
    • Copy Employee, Primary Topic, And Daily Maximum From Source: This option copies the employee, primary topic, and daily maximum from the preplanned shift that you are copying.
    • Copy Employee, Override Primary Topic With Default Primary Topic: This option copies the employee, but overrides the primary topic with the one that is assigned to the agent by default.
    • Copy Employee Only From Source: This option copies the employee from the preplanned shift that you are copying.
    Publish On Create
    Select this switch to publish the planned shift for the batch once you submit.
  4. Click Submit.

Copying shifts from a specific date

  1. Select Shifts > Shift Plans.
  2. Click Copy From Date.
  3. Specify this information:
    Copy From Date
    Specify a date to copy the planned shifts from. The records from the date you specified are copied to the planned shift you're creating.
    Target Shift Date
    Specify the target date of the shift.
    Service Group
    Select a service group. Only shifts for employees who are members of the selected service group are copied.
    Copy Rules
    Select any of these rules to apply in the shift you are preplanning:
    • Copy Employee, Primary Topic, And Daily Maximum From Source: This option copies the employee, primary topic, and daily maximum from the preplanned shift that you are copying.
    • Copy Employee, Override Primary Topic With Default Primary Topic: This option copies the employee, but overrides the primary topic with the one that is assigned to the agent by default.
    • Copy Employee Only From Source: This option copies the employee from the preplanned shift that you are copying.
  4. Click Submit.