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To create a shift:

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Click Add Shift, locatedat the top of the tab.

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2.The Shift Manager window opens. The Shift Manager is divided into the following eight sections: General Information, Timing Information, Lunch Information, Summary, Applicable Days, Shift Color, Manage Breaks, and Notes. Complete all fields in each of the eight sections (see below for Shift Manager screen and refer to Table 2 for a detailed description of each section).

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3. Click Save when all fields are complete.

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Note: If you don’t want to create the new shift, click Cancel.

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4. A Save Shift confirmation

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window appears. Click OK.

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5. The new shift is added to the list of shifts.

Table 2: Shift Manager Field Descriptions and Button Functions
General Information
Code	Enter an identifier for the shift, typically a short form used to reference the name of the shift (e.g. MO refers to the Monday shift)
Description	Enter a name for the shift (e.g. Monday shift)
Timing Information
Start time	In the drop-down

list
menu, select the Start Time for the shift.
End Time
In the drop-down
list
menu, select the End Time for the shift.
Break Duration
The total length of time allotted for coffee breaks during the shift. If more than one break occurs during the shift, the total time of all breaks combined will appear here. The break duration is calculated automatically.
Note: If breaks are assigned to a shift, everyone will have the same break time unless you enter different shifts for each individual.
Lunch Information
Start Time
In the drop-down
list
menu, select the Start Time for the lunch break.
End Time
In the drop-down
list
menu, select the End Time for the lunch break.
Note: If you are working with a larger team, you can split up the lunch so not everyone is taking a lunch break at the same time; this can be done manually in the schedule. For further information, refer to Section 5: Schedules.
Summary
Shift Length
The total length of the shift (e.g. 8:30 = 8 hours and 30 minutes). The shift length is calculated automatically.
Work Hours
The total number of hours worked, any breaks
taken
such as coffee breaks or lunch breaks are not included in this total. For example, if an agent works a 9-hour shift, but took two 15 -minute coffee breaks (30-minute total) and a 30-minute lunch break, the total Work Hours would be 8 hours. Work Hours are calculated automatically.
Applicable Days
Monday – Sunday
Select the days of the week on which this shift is available (e.g. If the shift is only available on Monday, select Monday, if the shift is available all week, select Monday, Tuesday, Wednesday, Thursday, Friday, Saturday, and Sunday, etc.).
Shift Color (optional)
Pick Up a Color
In the drop-down
list
menu, select a color to symbolize the shift and click Select Color (e.g. select the color orange and the shift will appear in orange on the agent’s schedule). Color coding the shifts allows you to look in the schedule and quickly identify a certain shift/team/group of people.
Manage Breaks
Add Breaks
Click to add breaks to the shift. If selected:
1
A dialog box will open.
2
In the drop-down
list
menu, select a Start and End time for the break.
3
Click Add Break. The break will be added to the table.
4
Repeat this for any additional breaks you want to add to the shift. When done, click Close to close the dialog box.
5
The Breaks Defined message will change accordingly depending on how many breaks have been added.

Breaks are specific to the shift created, not to the agent, therefore if the Monday shift has a morning break at 9:00 AM to 9:
15AM
15 AM, only agents working the Monday shift would take the 15-minute break at the scheduled time. If you are working on the Tuesday shift, your break might occur at a different time.
0 Breaks Defined
Indicates the number of breaks scheduled for the shift. When creating a new shift, there will be 0 Breaks Defined.
Remove Breaks
(Available when Add Breaks is clicked)
If you have added one or more breaks to the newly created shift that you would like to remove:
1
Click Add Breaks, the dialog box will open.
2
Select the break you want to remove.
3
Click Remove Break. The break will be removed from the table.
4
Repeat for any additional breaks you want to remove.
Note: If you would like to change the time for a defined break, you must first remove the break from the shift and then add a new break with the new break times. When done,
Click
click Close to close the dialog box. The Breaks Defined message will change accordingly depending on how many breaks have been removed.
Notes
Type any notes regarding the newly created shift.
Buttons
Save
Click to save the shift information. The new shift will be added to the Shift table.
Cancel
Click to cancel the newly created shift. The information for the new shift will be deleted and will not appear in the Shift table.

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Key

menu, select the Start Time for the shift.
End Time	In the drop-down

menu, select the End Time for the shift.
Break Duration	The total length of time allotted for coffee breaks during the shift. If more than one break occurs during the shift, the total time of all breaks combined will appear here. The break duration is calculated automatically. Note: If breaks are assigned to a shift, everyone will have the same break time unless you enter different shifts for each individual.
Lunch Information
Start Time	In the drop-down

menu, select the End Time for the lunch break.
Note: If you are working with a larger team, you can split up the lunch so not everyone is taking a lunch break at the same time; this can be done manually in the schedule. For further information, refer to Section 5: Schedules.
Summary
Shift Length	The total length of the shift (e.g. 8:30 = 8 hours and 30 minutes). The shift length is calculated automatically.
Work Hours	The total number of hours worked, any breaks

such as coffee breaks or lunch breaks are not included in this total. For example, if an agent works a 9-hour shift, but took two 15 -minute coffee breaks (30-minute total) and a 30-minute lunch break, the total Work Hours would be 8 hours. Work Hours are calculated automatically.
Applicable Days
Monday – Sunday	Select the days of the week on which this shift is available (e.g. If the shift is only available on Monday, select Monday, if the shift is available all week, select Monday, Tuesday, Wednesday, Thursday, Friday, Saturday, and Sunday, etc.).
Shift Color (optional)
Pick Up a Color	In the drop-down

menu, select a color to symbolize the shift and click Select Color (e.g. select the color orange and the shift will appear in orange on the agent’s schedule). Color coding the shifts allows you to look in the schedule and quickly identify a certain shift/team/group of people.
Manage Breaks
Add Breaks	Click to add breaks to the shift. If selected:

click Close to close the dialog box. The Breaks Defined message will change accordingly depending on how many breaks have been removed.
Notes
Type any notes regarding the newly created shift.
Buttons
Save	Click to save the shift information. The new shift will be added to the Shift table.
Cancel	Click to cancel the newly created shift. The information for the new shift will be deleted and will not appear in the Shift table.