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            Create a Shift Segment Type

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            Create a Shift Segment Type

            A shift segment type represents an activity that’s performed by a support rep during the workday. A segment type can be a work activity (chat, email, or phone call), non-work activity (meeting or training), or break (break or lunch). In Workforce Engagement, a shift segment type can also specify an adherence threshold to help ensure that support reps are working on the correct assignment.

            Required Editions

            View supported editions.
            User Permissions Needed
            To view, create, and edit shifts and shift segments:

            Shift Scheduling

            OR

            Workforce Engagement Planner

            Your experience creating shift segment types depends on whether you’re using an Omni-Channel queue-based routing workflow or a non-Omni workflow.

            Steps for Omni-Channel Queue-Based Routing Customers (Workforce Engagement Only)

            1. From Setup, in the Quick Find box, search for and select Shift Segment Types.
            2. Click New.
            3. Name your shift segment type.
            4. To make your shift segment appear in the Shift Segment Type dropdown menu, select the Active box.
            5. Select a category.
              1. Work represents working on customer-facing channels, like email or chat.
              2. Non-Work represents a work-adjacent activity, like a team meeting or a training.
              3. Break represents a lunch break or a shorter break.
            6. Select a service presence status. This field indicates the work activity that a support rep is assigned during this shift segment.
            7. Select an adherence threshold. This field indicates the number of minutes that a support rep can be working in a different service presence status than the one associated with the assigned shift segment. If a support rep works outside of the assigned service presence status longer than the adherence threshold time, the support rep becomes out of adherence. The planner is notified in the Team Management View.
            8. Select the shift segment type’s color for the Team Management View. Out-of-adherence indicators appear in red, so don’t choose red.

            After you create the shift segment types, add them to shift segments that can be assigned to a support rep.

            Steps for Shift Scheduling or Workforce Engagement Without Omni-Channel

            1. From Setup, in the Quick Find box, search for and select Shift Segment Types.
            2. Click New.
            3. Name your shift segment type.
            4. To make your shift segment appear in the Shift Segment Type dropdown menu, select the Active box.
            5. Select a category.
              1. Work represents working on customer-facing channels, like email or chat.
              2. Non-Work represents a work-adjacent activity, like a team meeting or a training.
              3. Break represents a lunch break or a shorter break.
            6. (Workforce Engagement only) Select an adherence threshold. This field works with Real-Time Adherence, which isn’t available to non-Omni customers in Workforce Engagement.
            7. (Workforce Engagement only) Select the shift segment type’s color for the Team Management View.

            After you create the shift segment types, add them to shift segments that can be assigned to a support rep.

             
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