Add Shifts

Generally, you will use a staffing plan to generate schedules. However, you can also add shifts to an agent's schedule directly from the Schedule Manager.

Using the forecasting and automatically generating a schedule gives you the benefit of optimization algorithms, but sometimes, you may need to make sudden changes, like balancing last minute staffing problems.

While creating shifts, keep in mind certain hours may be grayed out.

  • Dark gray shading indicates hours which are not scheduled as work hours for the selected scheduling unit (based on weekly rules).
  • Light gray shading indicates hours which the agent has marked as unavailable in their employee profile.

You can still create a shift during these hours, the shading is simply provided for your guidance.

You can also edit, delete or copy shifts.

To add a shift:

  1. Click the app selector and select CXone WFM.

  2. Click Schedule Manager.

  3. Click in the employee's schedule time line and select Add Shift.

    For overlapping shifts, the second shift will determine the shift type. If Patty has an open shift from 8:00 AM to 4:00 PM, but another training shift overlaps from 1:00 PM to 6:00 PM, then Patty will switch to her training shift at 1:00 pm, instead of finishing her open shift.

  4. Select a Shift Type from the drop-down. These were previously defined when you created activity codes.

  5. Select Start and End times and dates.

    Remember, if you open the calender month viewer to select dates, a green dot under a day indicates that a schedule has already been published for that date.

  6. Enter Comments if necessary.

  7. Click Create.

  8. Click Save.

  9. If you want to send the updated schedule to your agents click Publish. The updated schedule will appear in their MyZone application.