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
Navigate to All > Agent Schedule > Work Schedule.
Click New.
Fill in the fields on the Agent Work Schedule form, as necessary.
| 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. |
- Click Submit.