Save Time with Shift Scheduling Tools

Assign in Bulk with Mass Shift Update

Define criteria to select a batch of shifts and assign support reps, update shift statuses, or both.

1. Open Shifts in the App Launcher.
2. In either the schedule or table view, click Mass Shift Update.
3. Select an action. You can update shift status, assign shifts, or both.
4. Define criteria that selects which shifts to modify. Specify a date range, service territories, and job profiles. If you want to change shift status, specify which status to change and the status to update it to.
   You can select shifts within a 90-day timespan. We recommend that you select less than 50,000 shifts at once. It can take a few hours to assign and update status on that many shifts.
5. Click the button to start the update process.

Batch Assign Support Reps to Shifts

Save time and unlock support rep capacity with batch assignment. Assign up to 200 shifts to support reps who are the best match based on your scheduling rules and objectives.

1. Open Shifts in the App Launcher.
2. Select a listview from the listview dropdown, and select Table View.
3. Select up to three months of shifts to batch assign at one time. If you want to assign more than 200 shifts, use Mass Shift Update.
4. Click Assign, then click Assign Shifts.

Assign a Support Rep with Get Candidates

To quickly create and assign an overtime shift or swap shift assignments when a support rep calls in sick, use Get Candidates. Get Candidates helps you quickly find a support rep who is best-matched to work on an individual shift.

1. Open Shifts in the App Launcher.
2. Select a list view from the list view dropdown.
3. Set the display to the Schedule view.
4. Hover over the shift you’d like to assign, and click Get Candidates.
   We sort the list of candidates according to how well they meet your service objectives. When you have multiple objectives defined, grades for each objective are weighted equally.
   If a support rep has a grade of None, it means that your service objectives aren't relevant. For example, the support rep's grade is None when they don't have a Service Resource Preference defined and you have a preference objective set. Or if you have an objective that balances shift assignments, None means that all support reps have the same number of shifts assigned.
5. After reviewing each candidate’s score, select the support rep you’d like to assign the shift to.
6. Click Submit.

Troubleshoot Shift Scheduling

Learn what to check when you see unexpected scheduling results—for example, if shifts remain unassigned when eligible candidates are available.

First, make sure you completed the steps in Preparing for Shift Scheduling. Then consider these possibilities when a service rep isn’t assigned to a shift as you expect.

• Verify that the support rep user has an associated service resource of type Support Rep. Support rep users must be active and require the Workforce Engagement Agent permission set.
• Check the service territory associated with the shift. The Match Territory rule considers only those support reps who’s service territory membership matches the shift’s service territory. Review Service Territory Member records in the related list on the service territory or the service resource.

  When you assign service resources to one or more service territories, we create these Service Territory Member records. The records represent service resources who are available to work in that territory and when. If the record doesn’t reference operating hours, scheduling uses the service territory’s operating hours to define when a support rep is available to work.

• (Workforce Engagement only) If you’ve defined a Match Queue rule, verify that the support rep user for the service resource is a member of all queues mapped to the shift’s job profile. When you set up scheduling, you map each job profile to one or more queues. Scheduling looks at the shift’s job profile and finds support rep users who are members of all queues that are mapped to the job profile.
• If you’ve defined a Match Skill rule, check that the service resource has all the same skills as the skill requirements on the shift’s job profile. Check that end dates on skills haven’t yet occurred.

  Scheduling doesn’t consider skill levels. If you want to schedule using skill levels, create a separate skill for each level.

• Check if you have an Availability rule. An Availability rule eliminates candidates who have other shift assignments, who are absent, or whose operating hours in their primary or secondary territories don’t cover the shift hours.

  If a service resource isn’t a candidate as you’d expect, verify that the support rep doesn’t have other assigned shifts or absences at the time of the shift. Also review the operating hours, service territory, and service territory membership configurations.

  • Each service resource requires a primary service territory membership. Check if the service territory membership covers the entire duration of the shift.
  • If a support rep has operating hours that differ from your center’s hours, define operating hours on their service resource record. Operating hours on a service territory membership override what’s defined on the service territory.
  • Check that the shift duration is fully within the operating hours on the service territory or service territory membership. Make sure that time zone translations align. To troubleshoot, widen the resource’s operating hours temporarily.
• If you’ve defined a Work Limit or Limit Non-Standard Shifts scheduling rule, check that all service resource or service territory records have a valid scheduling constraint. A value of zero can cause unreliable results. If a constraint doesn’t apply, set the limit as null or to an unreachable number. A constraint on a service resource overrides what’s defined on a service territory.