Create shift events for Operations

Set up shift events based on an Operations-based activity.

Before you begin

Create activities for Operations

Procedure 

1. Go to Work Administration. Under Work Rules, select Shift Events.

2. Select Create.

3. From the Activity field, select an Operations activity you created.

4. In the Length field, specify the duration of the shift event.

   Most shift events to perform Operations activities are a few hours each.

5. Select Paid.

6. Select Flexible, and then select Add under Additional Activities.

7. Add more Operations activities to the shift event and select Add Selected Activities.

   Depending on the defined volume, Activity Handling Time (AHT) and deadline goals, the scheduling engine determines which activity to schedule for this shift event. It is either the main shift event activity or more activities.

8. Complete the remaining fields and select Save.

   The system creates the shift event based on the Operations activity.

9. Repeat step 1 - step 7 for all the shift events you need for Operations shifts.

What to do next 

Create shifts and work patterns for Operations