To start using Shifts in your helpdesk you will need to go to Workforce Management > Agent Shifts.

Click on + New to create a new Shift Pattern.

You will need to give the Shift Pattern a name and set the timezone that the shift times will be based off.

You have two options regarding when you want the shift pattern to be activated:

• Set Shift Pattern as active now: This will enable the shift once you hit create.

• Set active on: This will let you select the date that you want the shift to go live.

Similarly, you have the option to set a date for the shift to deactivate from.

With this toggle you can choose an end point, from which the shift pattern will no longer be applied.

Chat and Voice Settings

Per Shift Pattern, you can set up automatic Chat and Voice rules. This will automatically set the Chat and Voice statuses for agents assigned to the Shift Pattern, online during the working hours, and switching them to offline at the end of a shift.

Adding Agents to a Shift

Select the agents that you want to add to the shift in the drawer.

You can select them with the checkbox, and use the search bar to find specific agents. Or you can click Select All to add all agents.

The hit Create to set up a new Shift Pattern.

Setting up Round Robins based on Shift Patterns

One of the most useful aspects of Shifts is how they interact with your round robins to automatically route tickets in the helpdesk. To set up a Round Robin that runs based on Shifts you can go to Workforce Management > Round Robins.

When you select a Round Robin or create a new one, from the Round Robin menu, you will be able to enable two toggles:

• Only assign to agents that are online: Will make the Round Robin only assign tickets based on which agents are active in the helpdesk

• Only assign to agents that are working: Will make the Round Robin only assign tickets based on which agents are working a shift

You can enable both of these at once, or just one depending on how you want tickets to be distributed between your agents and select the agents you want to be added to the Round Robin.

When you hit Create, there will now be the option to add this round robin in the Set Assigned Agent (Round Robin) action available.

Routing Tickets based on a Shift Pattern

If you go to Business Rules > Triggers you can now create a Ticket Trigger based on this Round Robin.

If you create a New Ticket Trigger that bases ticket assignment on the round robin, this will distribute tickets according to the Shift Patterns that the round robin interacts with.

If you want the round robin to apply only to certain Tickets, you can simply add more criteria to the trigger.

Check out this article for Examples of Shift Patterns.