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I have an agent who works a split shift, 8-12 then 5-9. What I do is just use the "Unavailable" status for the 12-5 area. Works fine!
No of course not! That would be alot. You can just make a work plan for them. In the work plan section of WFM, you can click Add, then select the days they work, then put in the statuses they would have, like on queue for 8-12, unavailable for 12-5, then on queue for 5-9, with breaks in between (shown in image below). Then assign whatever agents need that split shift in the agents tab (top left of image below), and every time you create a new schedule, it will do it for you! I personally make very few manual edits, and all schedules/shifts are just auto created for each agent when I create the schedule because they are all assigned a work plan. Make sure to save the work plan in the top right, or else youll have to redo it again after backing out of the section!
Jeff Ragsdale | Customer Service SupervisorOutdoor Network229-299-9559
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