Work patterns are defined by the shifts an agent works, the rotations an agent is assigned, and the overall work schedule of the agent. The Patterns section allows you to create and assign shifts and rotations to agents as well as create events that affect agents’ schedules. When setting up your shifts, rotations, and events for each agent, follow the three stage approach:
- Stage 1: Shifts – Create all shifts that currently exist in your call center. For example day shifts from 8:30 AM to 5:00 PM; evening shifts from 4:00 PM to 12:00 AM, etc. Once you define shifts for your call center, you can move on to Stage 2 and assign rotations.
- Stage 2: Rotations – Combine shifts you created in stage 1 to create shift rotations that will be assigned to individuals or teams. Stage 2 is simply the creation of rotations, you are not assigning rotations to agents yet. Once all shift rotations are created, you can move on to Stage 3 and schedule rotations to agents.
- Stage 3: Schedule – Assign the rotations created in stage 2 and assign them to users to create schedules for each agent.