How to set up agent shifts

In the realm of customer support, ensuring that support teams are available to handle inquiries and issues promptly is crucial. An agent shift system plays a pivotal role in managing the work hours of support teams.
This system dynamically adjusts agent availability based on their scheduled shifts, leading to an optimized auto-assignment process for support tickets.

Some benefits of the agent-shift system include:

• Streamlined operations: The system automatically updates agent availability, eliminating the need for manual checks and streamlining the support process.
• Improved response times: By allocating tickets to agents currently on shift, the system greatly enhances the speed of response
• Effective resolution: Tickets are handled by actively working agents, leading to faster and more efficient responses.

Check out this video tutorial for more details.

How to create an agent shift

To create an agent shift, please follow these steps:

1. Go to the “Admin” module.

2. Click on “Work Schedules”.

3. From the dropdown menu, select the “Agent Shifts” option.

   

4. A list of all the available shifts will be displayed, as in the screen below.

   

5. To add a shift, click on “Add Shift”. The screen below will appear.

   

6. Enter the “Name” and “Description”.

7. Select the “Time Zone” for your shift and choose your “Operation Hours”.
   If you select Business Hours, you will have the option to choose multiple time slots per day

9. Click on “Add” to save the shift.

10. Proceed to the “Agents” tab to assign agents to the shifts.

    

11. Select the desired agents, click “Add”, and then click “Save”.
    

    

    The shift has now been created and is listed below.
    

    

12. Click on the “Edit” icon to make changes to a shift.

13. Click on the “Delete” icon to remove a shift.

How agent shift schedule impacts ticket auto-assignment

• The agent’s status will automatically change to “Online” at the beginning of their shift.
• The agent’s status will automatically switch to “Offline” at the conclusion of their shift.
• Tickets will only be automatically routed to agents if their status is “Online” within the ticket auto-assignment process.
• The implementation of agent shifts removes the need for manually updating the agent’s availability status.
• Tickets are directed to agents who are available, resulting in quicker and more effective responses.