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            Non-Standard Shifts

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            Non-Standard Shifts

            Non-standard shifts are shifts not sought by contact center reps for various reasons, such as inconvenient hours or increased workload. Identifying and marking shifts as non-standard helps the planner assign shifts in a more equitable and balanced way, which can reduce support rep dissatisfaction and attrition.

            Required Editions

            View supported editions.
            Note
            Note Workforce Engagement is scheduled for retirement. See Workforce Engagement Retirement.
            User Permissions Needed
            To create a shift or apply a template:

            Shift Scheduling Planner

            OR

            Workforce Engagement Planner

            Marking Shifts as Non-Standard

            Planners can mark shifts and shift templates as non-standard.

            • To mark a shift as non-standard, select the Non-Standard checkbox when creating or editing a shift.

            • To mark a shift template as non-standard, select the Non-Standard checkbox when creating or editing a shift template.

            Identifying Non-Standard Shifts

            All shifts marked as non-standard are flagged in the various views. For example, in the schedule view, non-standard shifts are flagged with a red pain icon.

            In the table view, non-standard shifts are flagged under the Non-Standard column, which can be grouped and brought to the top of the view.

            Limiting Non-Standard Shifts

            Planners can restrict how many non-standard shifts are assigned to each support rep.

            1. Specify the maximum number of non-standard shifts in a scheduling constraint on each service resource or service territory.
            2. Create a scheduling rule of the Limit Non-Standard Shifts type.

            When assigning a support rep, the scheduling logic looks for support rep that haven’t reached their limit for non-standard shifts.

             
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