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AurionAI

Shifts

3 min readBy Emmanuel Yazbeck

A shift says when an agent normally works, for example Monday to Friday from 09:00 to 17:00 in the Europe/Paris time zone. On the Shifts page you create shifts and edit their weekly schedule. AurionAI prefers agents who are on shift when it assigns a conversation automatically.

Availability: Helpdesk and AI Voice + Helpdesk profiles. Administrators only.

Prerequisites

  • You have the Owner or Admin role. Other users see Access Denied.
  • Your organization uses the Helpdesk or the AI Voice + Helpdesk profile.

Open the shifts page

  1. In the sidebar, select Configuration.
  2. Open the Workforce category.
  3. Select Shifts.

The Agent Shifts card shows a form to add a shift and the list of shifts. For each shift, the list shows the agent, the time zone, whether the shift is active and a small view of the week.

The Agent Shifts page with the list of shifts.

Add a shift

  1. In User, select the agent.
  2. In Timezone, select the time zone of the shift.
  3. Select Add Shift.

AurionAI shows Shift created. A new shift starts with Monday to Friday, from 09:00 to 17:00. An agent can have more than one shift.

Edit the schedule

  1. In the list, select View on the row of the shift. The Weekly Schedule card opens.
  2. Optional: enter a Shift Name, change the time zone, or turn the shift Active or Inactive.
  3. Optional: set Effective From and Effective To. Outside these dates, the shift does not count. Leave them empty for no limit.
  4. To start from a common pattern, select a template in Apply Template, for example Standard 9-5 or Night Shift, and confirm with Apply. The template replaces the current schedule.
  5. In the Weekly Overview, select an empty part of a day to add a time slot, or select a slot to change it. Enter the Start and End and select Save. A slot can cross midnight, for example 22:00 to 06:00. Slots of the same day cannot overlap.
  6. Select Save Schedule.

AurionAI shows Shift updated.

Delete a shift

  1. On the row of the shift, select the delete button.
  2. Select Delete.

You cannot undo this.

How shifts affect assignment

When AurionAI assigns a conversation automatically, it first finds the agents who can take it: their status allows assignment and they are below their capacity. In this group, it chooses the first agent who is on shift now. The time is checked in the time zone of the shift.

  • An agent who has no shift at all counts as on shift.
  • An inactive shift, or a shift outside its Effective From and Effective To dates, does not count. An agent whose only shifts are inactive or outside their dates counts as off shift.
  • When nobody in the group is on shift, AurionAI still assigns the conversation to the first agent of the group. Shifts never block an assignment.

Shifts do not change the availability status of an agent. An agent who ends a shift stays Online until someone changes the status. Read Agent availability and log.

Result

The new schedule applies to the next automatic assignment.

If something goes wrong

  • This slot overlaps with an existing slot Change the times so that the slots of one day do not overlap.
  • Failed to update shift The message below the title gives the reason, for example a time zone that is not valid. Select a time zone from the list and save again.
  • Could not load agents, so a shift cannot be added. Please try again. Select Retry.
  • An agent off shift got a conversation. No agent of the group was on shift, so AurionAI used the first available agent.

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