Sprinklr WFM’s Shift Patterns allow Administrators and Workforce Managers to create and manage structured weekly Shift templates for agents. Patterns involve scheduling employees for different Shifts at varying times throughout the week, which ensures continuous operations, prevents employee burnout, and balances work-life demands.

This section outlines the essential steps for managing Shift Patterns, including:

• Creating Shift Patterns.

Create Shift Patterns

Prerequisites for creating Shift Patterns:

• Sprinklr WFM should be enabled for the environment.

• You must have access to the Workforce Manager Persona App.

Follow these steps to create a Shift Pattern:

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1. Go to the Workforce Manager Persona App on the Launchpad. Alternatively, search for 'Workforce Manager' on the Launchpad search bar.

   

2. Select Settings from the Left Pane to open the Governance page.

3. Go to Shift Patterns to open the Shift Patterns Record Manager.

   

4. Click the +Shift Pattern button at the top right of the page to open the Create Pattern page.

5. Fill in the required fields on the Create Pattern page. Fields marked with a red dot are mandatory. Below are the descriptions of the fields on this page:

   

   1. Pattern Name: Enter a descriptive name for the Shift Pattern. (Required)

   2. Description: Provide a brief description of the Shift Pattern.

   3. Week Start Day: Select the day of the week on which the Shift Pattern will start. (Required)

6. Click the Next button at the bottom right to open the Weekly Layout page.

On the Weekly Layout page, you can assign any existing Shift to specific days of the week to create the Shift Pattern. Each day of the week has its own column. You can also have multiple weeks with different patterns under a single Shift Pattern by clicking the “+Week” button.

There are two ways to assign Shifts to specific days of the week. You can either drag and drop the required Shift from the list of Shifts on the right side of the page or click the respective slot to display a list of all available Shifts and select the desired one.

The list of Shifts allows you to search for the required Shifts. The list can be filtered based on the Tags, Timezone, and Duration associated with each Shift to narrow down the search. You can hover over any of the Shifts to show a hovercard that provides the details about the Shift, such as Earliest Start Time, Latest Start Time, Increment, Duration, and details of any assigned Activities.

Once you have assigned your desired Shifts to all the days of the week, you can clone the week. This will create a new week with the same Shift assignments as the original. Hover over the vertical ellipsis (⋮) icon corresponding to the week you want to share. This will show a list of options. Select Clone from the list of options to add another week with an identical Shift assignment. You can also delete a week by selecting Delete from the list of options.

This page also has the Scheduled Hours, Unpaid Hours, and Paid Hours columns. As you proceed to assign Shifts to the required days of the week, these columns also get updated in real-time. The Scheduled Hours column displays the total duration of all the Shifts assigned for that week. For example, if Shifts with a duration of 8 hours have been assigned from Monday to Friday, with Saturday and Sunday marked as Days Off, the total scheduled hours will be 40. The Unpaid Hours column indicates the number of hours from the scheduled hours spent on unpaid Activities, while the Paid Hours column shows the remaining hours for which the agents will be paid.

Click the Save button at the bottom right of the page to create the Shift Pattern with the specified configurations.

This completes the process of creating a Shift Pattern.