Creating Fixed Shifts in Zendesk WFM
How can I create fixed shifts in Zendesk WFM?
Fixed shifts in Zendesk WFM allow you to set specific days and times for shift start, overriding the location's operational hours and automatic shift requirements. To create a fixed shift, go to your Location's Shifts section, click the add shift or folder (+) icon, and select Fixed shift. Enter a Shift name, configure the settings such as Start time and Working days, and assign tasks. Once configured, assign agents to the shift and save your changes.
More related questions
How do I add a new location in Zendesk WFM?
To add a new location in Zendesk WFM, navigate to the Locations page and click the add location (+) icon. Enter a unique Location name and select the appropriate Time zone from the drop-down menu. If you're planning to use automatic shifts, you can…
What are automatic shifts in Zendesk WFM?
Automatic shifts in Zendesk WFM are based on forecasted requirements, allowing the system to automatically determine the best days and starting times for each agent. You can still control the starting times by setting either a Flexible shift start…
What is the role of time zones in Zendesk WFM locations?
In Zendesk WFM, the time zone of a location determines where time off and shifts are scheduled, and whether daylight savings time (DST) applies. The time zone set in the Location affects how agents see their shifts, which is controlled through…
How do I organize shifts in Zendesk WFM?
Organizing shifts in Zendesk WFM can be done by arranging them in folders. To create a shift folder, go to your Location's Shifts section, click the add shift or folder (+) icon, and select Folder. Enter a Name for the folder and click Save. You…
How can I manage locations in Zendesk WFM?
Managing locations in Zendesk WFM involves editing or deleting them as needed. To edit a location, access your Locations page, select the location, and make the necessary changes before saving. To delete a location, hover over the location name,…
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