The Contact Centre App aids in the supervision of call handling. You may design your own call flows with Apptivo's contact center application. Work Shifts are basically the working hours of your employees. You can create the work shifts of your company and assign them to your employees through the employees app. You can use this feature while configuring the robin round, by enabling the Work Shift toggle, the call will be transferred to the employee only if the call happens within the employee’s working hours.
Steps to create Work Shift hours:
- Log in and access Contact Center App from the universal navigation bar.
- On the Settings page, go to Contact Center → Work Shift Hours.
- Click on the Create button.
- Now on the Create Work Shift pop up, Enter:
- Shift Name: Name of the shift.
- Start Time: Starting time of the shift.
- End Time: Ending time of the shift.
- Working Hours: Total no of working hours.
- If you enable the Default toggle, the work shift will be added to the employees by default.
- Select the days of the work shift by selecting the check box.
Steps to assign work shift for an employee:
- Select the employee that you want to assign the created shift.
- For instance, let’s consider assigning the work shift for Albert and click on More Details(...).
- On the employee overview page, Scroll down and under the Additional Information section, you can see Work Shift.
- Click on the Work Shift dropdown and select the work shift that you want to assign.
- Click the Save button to save the changes.
- The Work Shift has been assigned to the employee.
