Agent
Maintain schedules and skill records for human support agents.
When to use it
Use it for scheduling, leave types and records of languages or expertise.
Where to find it
Click here: Agent → Schedule Management
Step-by-step instructions
Click here: Agent → Schedule Management
Find the schedule calendar
Use the month arrows, This week and Today to locate dates. The calendar currently has no schedule data; the feature is not missing. Shift Management (1) is at the top left, Upload Schedule (2) at the top right and Add Schedule (3) above the calendar.
On this image, 1 is Shift Management; 2 is Upload Schedule; 3 is Add Schedule. Download template is to the left of Upload Schedule.Click to enlarge Click here: Agent → Shift Management
Find shift and schedule entries
Review Work Shift, Leave Type and your company’s time zone first. Return to Schedule Management → Add Schedule to open the add screen. For batch work, review Download template first; Upload Schedule can overwrite existing schedules and is not a preview.
Click here: Agent → Schedule Management → Add Schedule
Open a single-schedule dialog
Add Schedule is the white button above the calendar (3 above), not Upload Schedule at the top right. In the dialog, choose Agent, Date and Shift Name and verify the date and shift. For an existing entry, select its calendar cell rather than adding a duplicate. Schedules do not switch On duty automatically.