Introduction: 


You can design a working schedule for a skill group that specifies the shift times and working days for all agents in the skill group.
There are two types of work schedules you can design:
  • Weekly schedule: A repeating schedule that defines the working hours of the skill group over the course of the week.
  • Date schedule: A schedule for a specific time range that allows you to define working hours for holidays or other special occasions.
emptyStringNOTE:
  • If you use scheduling to define a work schedule for a skill group, you cannot control the online status using the Online Status page.
  • Schedules made for the default skill group apply to all skill groups for which you have not defined a specific schedule, as well as all chats that are not skill based.

Instructions:


Enabling scheduling

Enable the Shift Scheduler in order to use working schedules for your account.To enable the Shift Scheduler:
  1. From the Admin Console menu, select Account Set Up > Online Status. The Online Status page is displayed.
  2. Click the Shift Scheduler tab to enter scheduling mode. The scheduling page is displayed.
  3. Click the Click here to enable link to enable scheduling. The indicator light turns green.
  4. Select the Time Zone appropriate for your site from the list.
  5. Specify a weekly schedule or special date schedule, as described in the following sections.

Weekly schedule

Use the Admin Console to design a repeating weekly schedule for a skill group, or for the entire account.To define a weekly schedule:
  1. From the Admin Console menu, select Account Set Up > Online Status. The Online Status page is displayed.
  2. Click the Shift Scheduler tab to enter scheduling mode. The Scheduling page is displayed.
  3. Click New Weekly Item to define a new weekly schedule item. The New Weekly Schedule page is displayed.
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  1. Select the skill group to which this weekly schedule item applies. Select multiple skill groups by holding down the CTL key while clicking on the desired skill groups to include. Select Default to apply this schedule item to all skill groups that do not have a specific schedule.
  2. Select the days to which this schedule item applies.
  3. Specify the type of hours to be worked on the specified days. Choose from:
    • Non working days: Agents do not work on the specified days.
    • Working 24hr: Agents give 24-hour support on the specified days.
    • Working shifts on: Agents work according to the specified shift schedule.
  4. Enter starting and finishing hours for each shift that the agent works on the specified days, if the schedule is a shift schedule. You can enter up to five separate shifts. Enter the time in the format hh:mm XX where XX is AM or PM. For example, 11:30 AM.
Note:
  1. Enter 12 noon as 12:00 PM. If you write 12:00 AM you will receive an error.
  2. Shifts must begin and end on the same day.
  3. Click Update to save the information.

Note: To use a skill’s time zone instead of the Site time zone, click the Edit link in the Time Zone column and select a time zone to assign to the skill.


To modify a weekly schedule item:
  1. For the skill group whose schedule you want to change, click the schedule link from the Scheduling page for the day you want to change. The Edit Weekly Schedule page appears.
  2. Modify the schedule for that day, as needed.
  3. Click Update to save the information.
To delete a weekly schedule:
  1. Click the Delete button from the Scheduling page for the skill group to delete the skill group’s entire schedule.
  2. Click the Delete button from the Scheduling page for a particular day to delete the schedule for that day.

Date Schedule

Use the Admin Console to design a special schedule for holidays or special occasions for a skill group, or for the entire account.

To define a schedule for a group of special days:
  1. From the Admin Console menu, select Account Set Up > Online Status. The Online Status page is displayed.
  2. Click Shift Scheduler to enter scheduling mode. The Scheduling page is displayed.

    Scheduling Page
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  1. Click New Date Item to add a new date group. The New Date page is displayed.
  2. Enter a name and description for this group of dates.
  3. Enter the first special holiday. Enter the name of the day in the name field.
  4. Specify the date range of the holiday using the format mm/dd/yyyy. Use the drop-down calendar to help you select a date.
  5. Enter other holiday date ranges as necessary.
  6. Click Update to save the information.
  7. Click Add Shifts on the main Scheduling page to specify the shift hours for the holidays you defined. The specified hours apply to all the special holidays defined in the date group. Select the skill group or groups to which these shift hours apply. Select Default to apply this shift to all skill groups that do not have a specific schedule.
  8. Click Update to save the information.
  9. Click Add Date(s) to add more holidays to this date group.

Note:
  1. Schedules for special days override the regular repeating schedule defined for that skill group.
  2. To use a skill’s time zone instead of the Site time zone, click the Edit link in the Time Zone column and select a time zone to assign to the skill.