Create a work shift plan in Workforce Optimization for Field Service

Schedule shifts for your team so that you can make sure that you are covering all work assignments and breaks. You can also specify the days of the week that you might need to override scheduled shifts.

Before you begin

Role required: sn_shift_planning.admin

About this task

In the Shifts tab, the shifts are grouped by active and inactive shifts. The contextual side panel displays the active and inactive shifts in the order displayed in the Shifts tab.

Procedure

1. Navigate to All > Workspaces > Manager Workspace.
2. Click the Schedule icon ().
3. Click the Shifts tab.
4. In the contextual side panel, click the Show Shift Plans icon () to display the schedules.
5. Click the Create Work shift plans or On-call shifts () icon.
6. Click Work shift.
7. In the Name field, enter a name for the shift.
8. Set the time window for the shift.
   1. In the Time zone field, select the time zone of the users that you want to allocate to the shift.
      Note:

      To add a shift for agents working in their local time zones, select the Use agent time zone option. The system uses the time zone that is specified in the agent's user record.
   2. In the Start time field, enter the time of day when you want to start the shift.
   3. In the End time field, enter the time of day when you want to end the shift.
   4. Select the Active check box to make the work shift active.
   5. Select the days of the week for which you want to add this shift.
   6. Select Save.
9. Add schedule breaks to the shift.
   1. Select the shift.
   2. Click Add break.
   3. In the Name field, enter a name for the break.
   4. Set a duration for the break.
   5. In the Duration field, enter the length of time for the break.
   6. In the Earliest Start time field, enter the earliest time to start the break.
   7. In the Latest End time field, enter the latest time to end the break.

      For example, you can set the earliest start time as 11:00, the latest end time as 15:00, and the duration of the break as one hour. If you add four agents to that work shift, the Scheduling application automatically staggers the break duration for each agent. Stagger breaks to ensure that your four agents can cover the entire shift span.

   8. Click Save.
10. Optional: View the number of agents for each hour or day on the shift span window.