Staff Shifts and Vacation Days

Shifts and Vacation Days let you define when each staff member is available, so Re:amaze can match that availability to conversation assignments. This is especially useful when your team works across different time zones or countries, because it helps you provide even coverage for your customers.

When you define shifts and vacation days for an agent, Smart Assign considers that agent available for automatic assignment only during their shifts and only when they are not on vacation. Smart Assign does not assign conversations to agents who are outside a shift or on vacation.

If an agent is on vacation when a customer replies to one of their conversations, Smart Assign unassigns the conversation from that agent so other agents can reply.

How do Shifts and Vacation Days work?

• Shifts are an internal tool. Customers cannot see them.
• Staff members responding to conversations outside of their Shifts will not have Response Times recorded for those responses.
• Smart Assign will not assign conversations to staff members who are outside of their shifts.
• Conversations reopening from an On Hold status will also become unassigned if the assigned staff is on a Vacation Day.

Adding Shifts and Vacation Days

You can manage your own work hours and Vacation Days from your Staff Profile page.

1. Go to Settings > Personal Settings. This opens your Profile page.
2. Scroll down to the Shifts and Vacation Days sections.

Next, add your shifts.

1. Select + Add Shifts.
2. Set the days and times of your shifts.
3. (Optional) To use the shift for Classic Chat, select Apply this shift to Classic Chat. This gives you the same control over agent availability and message routing that you have with modern chat.

Then add your vacation days.

1. Select + Add Vacation Days.
2. Select a single day or a date range.

Manage Shifts and Vacation Days

You can manage Shifts and Vacation Days only if you are the account admin or your staff permissions allow it. If you can't manage your own shifts or your teammates' shifts, ask the account admin to confirm that the correct permissions are enabled:

• Manage Personal Shifts: Lets you manage and modify your own shifts.
• Manage Staff: Lets you modify your teammates' shifts. When you enable this permission, Manage Personal Shifts is also enabled by default.

Staff Report’s Average Response Times and Shifts/Vacation Days

When an agent has shifts or vacation days defined, the staff report calculates their average response time only from activity within their shifts and while they are not on vacation.

Agents can still reply to customers outside their shifts and vacation days. Re:amaze counts those responses in the agent's individual staff report, but it does not record response times for those conversations.