Create a work schedule for agents

Users with the agent schedule administrator role can create one or more work schedules for a customer service agent or a field service technician.

Before you begin

Role required: agent_schedule_manager, agent_schedule_admin

About this task

A work schedule includes a date range and a schedule type, such as day shift or evening shift. Agents and technicians can have multiple work schedules.

Procedure

1. Navigate to All > Agent Schedule > Work Schedule.
2. Click New.
3. Fill in the fields on the Agent Work Schedule form, as necessary.

   Table 1. Agent Work Schedule form

   Field	Description
   From Date	The first day of the work schedule.
   To Date	The last day of the work schedule.
   User	The selected agent or technician.
   Work Schedule	The selected schedule from the Schedules list.
   Type	The type of work that the agent or technician is performing during this schedule: Primary work Other An agent can have only one primary schedule for a specific range of dates. Primary schedules cannot overlap.

4. Click Submit.