Scheduling in service operation workspace

View and manage schedules, shifts and time-off request.

Schedules menu helps Agents view and manage day-to-day work, request for time-offs and propose coverage for absence.

Shift manager can create and manage schedules, shifts, team members, escalation trigger rules and policies for their group. They can also approve or reject time-off requests, and resolve conflicts and gaps for their group. While, On-call admin can perform these tasks for any group.

Field	Description
Teams field	Displays a list of all the groups that you manage or you are a member of. You can select a group to view all the shifts of that group. You can also type the group name to execute the search.
Create shift	Create a new shift. You can customise the name, star date, end date, occurrences and repetition or use a predefined template.
Today	View all the activities if the current day.
Month	Select and jump to a particular month.
Timezone	Select a timezone for the shift.
View	Drop-down to select either time-line view or calendar view. You must also decide whether you prefer day, week or month view.
General settings	Filters to view: Gaps Conflicts Shift members Pending absences Approved absences Draft shifts
Share calendar	To share iCal URL or .ics file with other members and subscribe to a calendar. You can select the preferred shift from the drop-down to go to the subscription page. Note: This option available for Washington DC and later releases only. For Vancouver and previous releases, you have the option to send an email with subscription link.
Shift card	Select a shift or right-click to view shift detail and access: Edit shift () More options ()
Edit shift ()	To view and edit shift details like start time, date, timezone, etc. To add, delete and edit the members in a shift. You can also add/ delete responder levels and rotation details. To open and edit the escalation policies in team record.
More options ()	To provide coverage To schedule extra time To schedule absence
Required actions	Displays list of upcoming tasks assigned to you. For agent it might be upcoming shift or absence that they have scheduled. For Manager, this might be a list of gaps and conflicts, time-off request for upcoming shift.

• Manage your work and schedule absence
  Request absence and provide coverage for a shift. You can also request over-time for a shift.
• Manage shifts in service operation workspace
  Accept or reject absences requests, resolve gaps and conflicts by providing coverage and scheduling extra time for a shift.