Support shift schedule

A shift schedule is the timetable by which agents go on line so customers are served at the right hours.

Support rarely works in a single mode: there are day and night shifts, weekends and overlapping intervals. A schedule helps cover peak hours without overpaying in quiet ones.

When the schedule is built into the CRM, requests are distributed only among people on shift, and lateness and absences are visible to the manager.

Connecta takes shifts into account when distributing requests and shows team load by hour.