Configuring Shifts

Owned by Enterprise IT
Apr 23, 2024

You can configure Shift timings, time zone, Shift name, work hours, and so on for a specific Tenant.

To configure Shifts:

  1. Select Admin > Advanced > Productivity > Shift Management.
  2. 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.
  3. Click SUBMIT. A new Shift is configured.

    SHIFT MANAGEMENT page
    Figure: SHIFT MANAGEMENT page

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

  • If selected, the Shift Master is active and is displayed on the SHIFT ALLOCATION page.
  • If cleared, the Shift Master is inactive and is not displayed on the SHIFT ALLOCATION page.

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.

Note:

When the configured Shifts are displayed under the LIST table, the ADD NEW, ALLOCATE, ROSTER actions are displayed on the ACTIONS panel.

  • Click ADD NEW to configure a new Shift Master as described in this topic.
  • Click ALLOCATE to allocate period and Workgroup to a Shift. For information about allocating Shifts, see Allocating Shifts.
  • Click ROSTER to view the Shift Rosters. For information about viewing Shift Roster, see Viewing Shift Roster.

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