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
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.
- Specify the maximum number of non-standard shifts in a scheduling constraint on each service resource or service territory.
- 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.
