Enable your teams to sign up for work shifts

Empower your teams to sign up for work shifts based on their availability and preference.

Before you begin

Role required: sn_shift_planning.admin

About this task

When a schedule plan is enabled for sign-up, you can receive notifications. You can also receive notifications when the schedule plan that's open for sign up is due on the current day or when it's due soon.

Important:

The maximum number of agents who receive notifications is controlled by the glide.ui_notification.max_recipients system property. Notifications are sent only up to the configured limit.

Procedure

1. Navigate to All > Workforce Optimization for CSM > Manager Workspace
2. Select the Schedule icon ().
3. Add a schedule plan.
   1. Select the Team Calendar tab.
   2. In the Contextual side panel, click the Show Schedules icon to display the schedules.
      Tip:

      Select the filter icon () and then select the desired sign-up state and sign-up dates to narrow down the schedule plans enabled for sign-up.

      In the filters, to add the desired	Do this
      Sign-up state	Double-click one or more sign-up states in the Available column to move them to the Applied column. Select Apply.
      Sign-up dates	Select a predefined option such as Last 7 days or select the start and end date for which you want to see the schedule plans enabled for sign-up. Select Apply

   3. In the Schedules panel, select the + icon.

      You can duplicate an existing schedule to create another one. After you duplicate a schedule that has the shift sign up enabled, you can update the start date, end date, and the date for which the agents must sign up for the schedule.

      Note:

      If there are no agents associated with the schedule, then the shifts associated with the schedule aren’t duplicated.
   4. Fill in the required fields on the form.
      The image below shows an example of a filled-in Schedule form.

      

   5. To enable your agents to sign up for work shifts, do the following:
      1. Enable the Request Agent Signup check box.
      2. In the Agents must sign-up by field, enter the date by which they must sign up for shifts within that schedule.

      Tip:

      If your agents have signed up for their preferred shifts, the Assigned To field is auto-populated with those agents.
   6. Select Save schedule.
4. Add a work shift to the schedule plan.
   1. Select the schedule plan you've created.
      The image below displays the schedule plan that was created.

      

   2. Select Add Shift.
      The image below provides an example of a form to enter the details for a shift.

      

   3. In the Shift field, select the work shift that you want to add to the schedule plan.
      Note:

      If the schedule plan has been enabled for agents to sign up for shifts, the following fields are automatically enabled:

      • Request agent sign-up
      • Enable auto-assignment of agents

      If you want to assign agents manually, you can disable these check boxes at any time.
   4. If the shifts are enabled for sign-up, you can select Send for signup.
      All shifts that have been enabled for sign-up are sent to the agents to sign up for their shifts. You can select Close sign-up to close agent sign-up for a shift before the sign-up due date and manually assign the agents.

      • The Enabled for sign-up highlighted label changes to Closed for sign-up.
      • The system will automatically close the sign ups after the sign-up due date.
5. Add agents to the work shifts.

   To	Do this
   Auto-assign agents	Enable the Enabled for auto-assignment for agents check box. Your agents who have set the shift to be their top preference is auto-assigned. The number of shifts auto-assigned is based on the value set in the sn_shift_planning.max_shifts_to_autoassign system property.
   Assign agents manually	In the Assign agents field, search for agents and add one or more agents to add to the shift. To add agents who had signed up for shifts, select +Add signed up agents You can view the agents who had signed up and their preferred ranking to work on that shift. If you don't want to display the agents who have already been assigned to a shift in that schedule plan, enable the Hide agents already assigned to other shifts toggle button. Note: This option is only available after you've closed agent sign-ups for the shift. Select Save selection.

6. Select Save shift.
   The state for the schedule plan changes to Generating Preview.
7. To publish the schedule plan, select Publish.
   Note:

   It may take a few minutes for the screen to refresh.

   The table describes the different shift sign-up states in the schedule plan.

   Schedule plan sign up state	Description
   Sign-up not enabled	The schedule plan isn’t enabled for sign-up.
   Enabled for sign-up	Schedule plan is enabled for sign-up but isn’t yet ready for agents to sign up for shifts. Schedule plan can’t be published when enabled for sign-up. ​
   Open for sign-up	Schedule plan is enabled for sign-up and is ready for agents to sign up. Schedule plan can’t be published or deleted when it's open for sign-up. When open for sign-up: The sign-up due date can’t be changed. The work shift details can’t be changed. New shifts can’t be added. If enabled for auto-assign, the agent assignment in a shift can’t be changed.
   Closed for sign-up	Schedule plan is closed for agents to sign up.