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            Create a Shift Segment

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            Create a Shift Segment

            Each shift segment represents a work activity with a start and end time during a support rep’s shift. Assign a shift segment to a support rep to let the support rep know how to spend that time.

            Required Editions

            View supported editions.
            Note
            Note Workforce Engagement is scheduled for retirement. See Workforce Engagement Retirement.
            User Permissions Needed
            To view, create, and edit shifts and shift segments:

            Shift Scheduling Planner

            OR

            Workforce Engagement Planner
            1. From the App Launcher, find and select Shifts.
            2. Select Table View.
            3. Select the shifts that you want to add shift segments to.
            4. Click Add Segments.
              The Add Segments button appears only if planners have the delete, edit, and create permissions for the Shift Segment object in their profile, or if they have the Shift Scheduling Planner or Workforce Engagement Planner permissions.
            5. Select a segment type. A segment type with an asterisk represents queues that are mapped to a shift’s job profile.
            6. Enter the start and end dates and times.

              When choosing your times:

              • The segment’s start and end must occur within the start and end time of its associated shift. For example, you can’t add a shift segment that ends at 5 PM to a shift that ends at 3 PM.
              • A segment’s allotted minutes must be divisible by 5. For example, 9:00, 9:05, and 9:10 are acceptable shift segment end times. 9:01 isn’t an acceptable shift segment end time because it’s not divisible by 5.
              • You can’t overlap shift segments. For example, if your first segment starts at 9 AM on Monday and ends at 10 AM on Monday, your next shift segment can’t start until 10 AM that same Monday. Any segments scheduled before that must end by 9am that Monday. To replace an existing shift segment, delete it before you create the new one.
            7. To add multiple shift segments to your selected shifts, click Add Segment, and enter the details. Repeat these steps to create as many shift segments as you want.
            8. Click Add.
            9. You can verify that your shift segments were added in the related list of a shift.
            • Update a Shift Segment
              Make real-time updates to shift segments on the Shifts tab. In Workforce Engagement, you can also update shift segments in the Intraday Management dashboard.
             
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