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
    FieldDescription
    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.