Allocating Shifts

Owned by Enterprise IT
Apr 23, 2024

You can allocate period and Workgroup to a Shift. Based on this configuration, the Analysts of the configured Workgroup work in the allocated Shifts for the specified period of time.

To allocate Shifts:

  1. Select Admin > Advanced > Productivity > Shift Management.
  2. On the SHIFT MANAGEMENT page, click ALLOCATE on the ACTIONS panel.
  3. On the SHIFT ALLOCATION page, select the Tenant, Workgroup, Start Date, and End Date. For more information about fields and icons on the SHIFT ALLOCATION page, see Field Description.
  4. Click SEARCH. A table listing team members for the selected Workgroup and columns for the selected dates is displayed. Allocate Shifts to the team members for the selected dates from the list.
  5. Click SUBMIT. The Shift is allocated to the team members of the Workgroup for a specific period of time.

    SHIFT ALLOCATION page
    Figure:  SHIFT ALLOCATION page

Field Description

The following table describes the fields on the SHIFT ALLOCATION page:

Field

Description

DETAILS

Workgroup

Select the Workgroup/Sub Workgroup from the list to allocate the Shift.

Note: The Sub Workgroups configured on the WORKGROUP page are also displayed in the drop-down list. To know more about how to configure the Sub Workgroups see, Configuring Workgroups. The configured Analysts for the selected Workgroup/Sub Workgroup are displayed under the Assigned To drop-down field on the INCIDENT ID and SERVICE REQUEST DETAIL pages.

Start Date

Select the start date for Shift Allocation. Click the Calendar icon to select the date.

End Date

Select the end date for Shift Allocation for the selected Workgroup. Click the Calendar icon to select the date.

Team Member

Displays a list of all the team members for the selected Workgroup.

Date Columns

The number for date columns depend upon the selected Start Date and End Date.
Select the Shift from the drop-down list for the team member. 

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the SHIFT ALLOCATION page.

SHOW LIST

Click SHOW LIST to display the LIST table showing all the configured Shift Masters for the selected Tenant.


Figure:  SHIFT MANAGEMENT page: List of shifts

  • To edit a Shift Master, click the configured Shift Name. Make appropriate changes and click SUBMIT.
  • To display the inactive Shift Masters, click the Include Inactive check box.

Note:

When the configured Shift Masters 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. For information about configuring Shifts, see Configuring Shifts.
  • Click ALLOCATE to allocate period and Workgroup to a Shift as described in this topic.
  • Click ROSTER to view Shift Rosters. For information about viewing Shift Rosters, see Viewing Shift Roster.