Dispatcher Workspace

[AbdurR738094742]

Hi, I have a problem not knowing how to activate the shift from off shift to on shift to automatically assign it to a technician?

[SalmatO]

hello, are you asking how to define techncian shift/schedule to take them off shift? 

[AbdurR738094742]

yes

[Joshua Chen FX]

It's not well documented, but the ''on shift'' on the agent card is really when the agent updates a WOT - it does not mean "i am available to work".

from my testing:

• it's not a status set by the technician.
• it's not realated to agent schedule (i've had 8-5, and it would still show off shift)
  
  test: log in as the technciian, update a WOT (e.g. start travel or accept job), you ll see then it becomes ''On-shift''  
  
  i am not a developer, but i believe the script include SMAgentStatus stores that logic, using chatgpt:
  
  Condition Returned Status

  Agent has tasks with actual_travel_start	'on_route'
  Agent has in-progress tasks	'on_site'
  Agent has paused tasks	'work_paused'
  Agent has an open shift record in wm_agent_shift_history	'on_shift'
  Otherwise  The agent has no active or traveling tasks (i.e., no on_site, on_route, or work_paused conditions met) The agent has no open shift (wm_agent_shift_history has no record for the agent with end_time IS NULL)	'off_shift'

  
  
  

[Raksha125]

Hi @AbdurR738094742 , The "On Shift" and "Off Shift" status gets automatically set as technician interacts with a Work Order Task (WOT), such as starting travel or accepting a job and also is set by agent manually via mobile app. And to answer your question, you don't need to worry about assignment as system does not prevent assigning a task to an "off shift" agent unless you have custom logic or constraint rules in place. Dispatcher Workspace might show a warning if you manually assign a task to someone off shift, but it doesn’t block it.

Auto-assignment can be configured to avoid off-shift agents. So do check the auto assignment rules if it is blocking the offshift agents in your case.

Let me know if you still need help on this.

Regards,

Raksha