Shift Configuration

This allows administrators to create and manage shift schedules for teams within the organization. It helps define shift timings, working days, business hours, effective periods, team allocation, and shift-based ticket assignment workflows.

Shift configurations are used to organize operational coverage, distribute workload across teams, and automate ticket assignment based on configured shift schedules and availability.

What you see on the screen

The Shift Configuration page displays configured teams and their assigned shift schedules. Users can view shift timings, team details, and manage shifts using the timeline view.

The left panel displays available teams, while the main section displays configured shifts with options to add, edit, or delete shift configurations.

Shift Configuration | Basic Details

Label	Action	Description / Example
Teams	View configured teams	Displays the list of available teams configured for shift management.
Team List	Select team	Allows users to select a team and view its configured shift schedules.
Shift Timeline	View shift schedule	Displays configured shift timings and schedule duration for the selected team.
Shift Details	View shift information	Displays configured shift name, assigned team, shift duration, and total team members.
Shift Duration	View shift timing	Displays the configured start and end timing of the shift. Example: 09:30 - 15:30
Team Count	View member count	Displays the total number of users assigned to the shift team.
Timeline View	View schedule timeline	Displays shift schedules in a timeline-based format for easier visibility of operational coverage.
Actions
Edit	Modify shift	Allows users to edit the selected shift configuration.
Delete	Remove shift	Deletes the selected shift configuration after confirmation.

Add Shift

The configured shifts are used for operational scheduling and automatic ticket assignment based on configured shift timings.

Add Shift | Field Descriptions

Label	Action	Description / Example
Select Team*	Select team	Specifies the team for which the shift should be configured. This field is mandatory.
Select Business hours*	Select business hour profile	Associates the shift with a configured business hour profile. This field is mandatory.
Shift Name*	Enter shift name	Specifies the name of the shift. This field is mandatory. Example: Morning Shift
Shift Code	Enter shift code	Defines a unique code or identifier for the shift. Example: MORN-01
Min. Team Size*	Enter minimum team size	Specifies the minimum number of users required for the shift. This field is mandatory.
Team color*	Select color	Defines the color used to visually represent the shift in the schedule timeline.
Effective From*	Select effective start date	Specifies the date from which the shift configuration becomes active. This field is mandatory.
Effective Till*	Select effective end date	Specifies the date until which the shift configuration remains active.
Shift does not have an end date	Enable/disable checkbox	Allows the shift to remain active without configuring an end date.
Add a note	Add additional note	Allows users to attach notes or comments related to the shift configuration.

Based on the configured business hours, users can define shift start and end timings for each day of the week.

The Shift Timing section allows separate schedule configurations for individual weekdays, while the Apply to All option automatically applies the same shift timing across all working days.

Once the required details are configured, click on Submit to save the shift details and create the shift schedule.

• Mandatory fields are marked with an asterisk (*).

• Ticket assignment workflows can use configured shift timings for operational allocation and routing.

• All shift creation, update, and deletion activities are recorded in audit logs.