Shift management and Expected Hours

The Expected Hours setting enables Pega Workforce Intelligence™ associates to manually enter the hours in a day an associate is planning to or is scheduled to work. The Pega Workforce Intelligence administrator can edit as associates shift if needed. 

Expected hours

Single Day: Associates can enter a Single Day's shift or expected hours for the Full Week.

Shift Updates: Shift Updates are used when edits need to be made to an expected hours shift. The shift times are available in five minute increments. The Administrator user role and the Report user role provides access to the Shift Updates option on the Administration tab. 

The expected hours prompt is displayed automatically when an agent works beyond their expected hours. The agents can also manually navigate to the Expected Hours feature by selecting the System Icon tray.