To create a shift:

  1. Open Schedule Manager and click Add Shift, located at the top of the tab;

  2. The Shift Manager window will open. The Shift Manager is divided into the following eight sections: General Information, Timing Information, Lunch Information, Summary, Applicable Days, Shift Color, Manage Breaks, and Notes. Fill in all fields in each of the eight sections and click Save when done. For the detailed description of each section, see below;
  3. A Save Shift confirmation window will appear. Click OK.
  4. The new shift is added to the list of shifts. 

Shift Manager Field Descriptions and Button Functions

General Information

Code

Enter an identifier for the shift, typically a short form used to reference the name of the shift (e.g. MO refers to the Monday shift)

Description

Enter a name for the shift (e.g. Monday shift)

Timing Information

Start time

In the drop-down menu, select the Start Time for the shift.

End Time

In the drop-down menu, select the End Time for the shift.

Break Duration

The total length of time allotted for coffee breaks during the shift. If more than one break occurs during the shift, the total time of all breaks combined will appear here. The break duration is calculated automatically.

Note: If breaks are assigned to a shift, everyone will have the same break time unless you enter different shifts for each individual.

Lunch Information

Start Time

In the drop-down menu, select the Start Time for the lunch break.

End Time

In the drop-down menu, select the End Time for the lunch break.

Note: If you are working with a larger team, you can split up the lunch so not everyone is taking a lunch break at the same time; this can be done manually in the schedule. 

Summary

Shift Length

The total length of the shift (e.g. 8:30 = 8 hours and 30 minutes). The shift length is calculated automatically.

Work Hours

The total number of hours worked, any breaks such as coffee breaks or lunch breaks are not included in this total. For example, if an agent works a 9-hour shift, but took two 15 -minute coffee breaks (30-minute total) and a 30-minute lunch break, the total Work Hours would be 8 hours. Work Hours are calculated automatically.

Applicable Days

Monday – Sunday

Select the days of the week on which this shift is available (e.g. If the shift is only available on Monday, select Monday, if the shift is available all week, select Monday, Tuesday, Wednesday, Thursday, Friday, Saturday, and Sunday, etc.).

Shift Color (optional)

Pick Up a Color

In the drop-down menu, select a color to symbolize the shift and click Select Color (e.g. select the color orange and the shift will appear in orange on the agent’s schedule). Color coding the shifts allows you to look in the schedule and quickly identify a certain shift/team/group of people.

Manage Breaks

Add Breaks

Click to add breaks to the shift. If selected:

  1. A dialog box will open.
  2. In the drop-down menu, select a Start and End time for the break.
  3. Click Add Break. The break will be added to the table.
  4. Repeat this for any additional breaks you want to add to the shift. When done, click Close to close the dialog box.
  5. The Breaks Defined message will change accordingly depending on how many breaks have been added.

 

Breaks are specific to the shift created, not to the agent, therefore if the Monday shift has a morning break at 9:00 AM to 9:15 AM, only agents working the Monday shift would take the 15-minute break at the scheduled time. If you are working on the Tuesday shift, your break might occur at a different time.

0 Breaks Defined

Indicates the number of breaks scheduled for the shift. When creating a new shift, there will be 0 Breaks Defined.

Remove Breaks

(Available when Add Breaks is clicked)

If you have added one or more breaks to the newly created shift that you would like to remove:

  1. Click Add Breaks, the dialog box will open.
  2. Select the break you want to remove.
  3. Click Remove Break. The break will be removed from the table.
  4. Repeat for any additional breaks you want to remove.

Note: If you would like to change the time for a defined break, you must first remove the break from the shift and then add a new break with the new break times. When done, click Close to close the dialog box. The Breaks Defined message will change accordingly depending on how many breaks have been removed.

Notes

Type any notes regarding the newly created shift.

Buttons

Save

Click to save the shift information. The new shift will be added to the Shift table.

Cancel

Click to cancel the newly created shift. The information for the new shift will be deleted and will not appear in the Shift table.