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You can configure Shift timings, time zone, Shift name, work hours, and so on for a specific Tenant.
To configure Shifts:
- Select Admin > Advanced > Productivity > Shift Management.
- On the SHIFT MANAGEMENT page, click ADD NEW on the ACTIONS panel. Select the Tenant and fill in the required details. For more information about fields and icons on SHIFT MANAGEMENT page, see Field Description.
- Click SUBMIT. A new Shift is configured.
Figure: SHIFT MANAGEMENT page
Anchor Field Description Field Description
Field Description
| Field Description | |
| Field Description |
The following table describes the fields on the SHIFT MANAGEMENT page:
Field | Description |
|---|---|
DETAILS | |
Shift Name | Specify the name for the Shift. |
Shift Code | Specify the code for the Shift. |
Color Code | Specify the color code for the Shift. |
Time Zone | Lists all the configured Time Zones. Select the Time Zone for the Shift from the list. |
Start Time | Select the start time (hours:minutes) for the Shift. |
End Time | Select the end time (hours:minutes) for the Shift. |
Shift Hours | Displays the Shift hours based on the selected Start time and the End time. |
Working Days | Select the working days for the Shift. |
On-Call Shift | If selected, the Administrators can configure the date on which the Analyst will be available based on requirement. |
Active |
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Workgroup | Lists the configured Workgroups. Select a Workgroup to assign the configured Shift details to the Workgroup. |
ACTIONS
This section explains all the icons displayed on the ACTIONS panel of the SHIFT MANAGEMENT page.
SHOW LIST
Click SHOW LIST to display the LIST table showing all the configured Shifts for the selected Tenant.
Figure: SHIFT MANAGEMENT page: List of shifts
- To edit a Shift, click the configured Shift Name. Make appropriate changes and click SUBMIT.
- To display the inactive Shifts, click the Include Inactive check box.
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When the configured Shifts are displayed under the LIST table, the ADD NEW, ALLOCATE, ROSTER actions are displayed on the ACTIONS panel.
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Limitation
An Analyst can be allocated to only one Shift in a day (not multiple shifts in a day).
How the logic works?
- If Analyst George is allocated to the current Shift and is logged into the SummitAI application, and the session is active, display the Availability Status as Online.
- If Analyst George is allocated to the current Shift and is logged into SummitAI application today, but now the session is inactive, display the Availability Status as Away.
- If Analyst George is allocated to the current Shift and did not log into the Application even once, display the Availability Status as Offline.
- If Analyst George is not allocated to the current Shift but is in an active session, display the Availability Status as Online.
Managers can still override the above login by using Show All Analysts. However, the Analysts whose shifts are not allocated and sessions are inactive, their Availability Status is displayed as Offline.
Figure: Show All Analyst - Incident and SR Details page
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