Creating and Managing Shifts for Ticket Assignment
- Shifts feature in Wavity is typically used to manage agent work schedules. It allows for setting up shift timings for agents, ensuring that the platform can handle ticket assignments and communication based on when agents are available.
- This feature helps with managing coverage during different time slots and ensures there is always someone available to handle tickets.
- To set up shifts, follow these steps:
- Only Admin will have access to setup the Shifts.
- Click on the Profile Icon.
- From the options, select the General.
- After selecting General from the options, you will be directed to the Platform Settings – General page.
- Navigate to the Ticketing tab and select Shifts.
- Click on the Create button.
- Enter the caption and description for your shift, and select the time based on your time zone.
- Select the groups for which you want to set up the shifts and enter the start and end time for the weekdays.
- You can also enable the Rotation option as shown in the below image.
- Rotation within the Shifts feature refers to the method of automatically rotating the assignment of shifts among agents.
- Enter the required details, set the time, and select the group for rotation.
- After entering the details and time, click on the Save button, and your shifts will be created.
