Managing shift groups and shift channels

Admins and shift group managers can create and manage shift groups for Zoom Workplace for Frontline users. In addition to managing shift groups, admins can view and manage the associated shift channels, as well as import shift groups using CSV files. 

Requirements for managing shift groups

• Zoom Workplace for Frontline license
• Shift group manager role
• For managing shift groups for the entire account:
  • Account owner or admin privileges or user with shift group admin permissions

How to view a shift group

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Shift Groups.
   Note: If you are an admin, click Frontline Management, then Shift Groups.
3. Click the Channel name prefix to view the group details. 

How to create a shift group

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Shift Groups.
   Note: If you are an admin, click Frontline Management, then Shift Groups.
3. Click + Create.
4. Under Channel name prefix, enter the display name for the shift channel.
   Note: The date will automatically be appended to the end of the name.
5. Under Lifecycle, select the Start date and the End date that the shift group channel will be available. 
6. Under Repeat, set the frequency for the shift schedule:
   • Daily: Set the Start time, End time, and Time zone for the shift, which will be repeated every day.
   • Weekly: Specify the days of the week that will be working days for the shift, as well as the Start time, End time, and Time zone for the shift.
     Note: Enable Custom hours for specific days to set specific Start times and End times for each day. 
7. (Optional) Under Exception setup, click + Add exception to add dates that will be excluded from the work schedule:
   • Exception date: Enter the start and end dates for the exception.
   • Exception name: Enter the name of the exception.
8. Under Team Chat, enable or disable Team Chat for the shift group.
   Note: Push-to-talk will still be available even if Team chat is disabled. 
9. Under Phone Site, select the phone site that will be used for the shift group.
   Note: Only common area phones from the selected site can be added as members to a shift group.
10. Under Collaborators, add additional users who will manage the shift group.
    Note: While collaborators can manage shift members and change shift settings, they cannot add additional collaborators. 
11. Under Members, click Manage.
12. Under Choose users, select either Zoom, UKG Hyperfind, or Common Area.
    Note: If a UKG account has not been linked, click Connect to link your UKG account. 
13. Search and select the desired users and/or common area phone.
14. Click Add as member, or click the down arrow button  to select Add as admin or Add as owner.
    Note: A channel owner must be added when creating a channel group. A user can not be selected as a channel owner if one has already been assigned. The current channel owner will need to be downgraded to either admin or member before assigning a new owner.
15. (Optional) If necessary, click the down arrow button  next to an added user to change their role. 
16. Click Confirm.
17. (Optional) Click the toggle for Enable Push-To-Talk for this group to allow users within the shift group to utilize Push-to-Talk functionality. 
18. (Optional) Click + Add mention group to create a mention group for the shit:
    1. Under Name of mention group, enter the name of the mention group.
    2. Under Members of the mention group, search and select the Zoom user.
       Note: If using UKG hyperfind queries, select UKG hyperfind and enter the name of the hyperfind.
    3. (Optional) Click the toggle for Enable Push-To-Talk for mention group to allow users within the mention group to utilize Push-to-Talk functionality. 
19. (Optional) Click + Add mention group to add additional mention groups.
20. (Optional) Click Shift welcome message to configure the welcome message for shift members:
    • Enable welcome message: Disable or enable the welcome message.
    • Under the Content tab:
      • Select whether to use AI Companion (AI Generate) to generate the message or manually create the message (Manual Input).
        Note: If using AI Companion, select the Chat Channel source and enter a prompt for the message.
      • Enable or disable Tip for Today, Today's tasks, Weather information, and/or Break schedules.  
        Note: Break schedules are generated using the UKG integration. 
    • Under the Timing tab, select when the welcome message will be displayed.
21. Once done configuring the shift group, click Create.

How to edit a shift group

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Shift Groups.
   Note: If you are an admin, click Frontline Management, then Shift Groups.
3. Click the Channel name prefix of the desired shift group.
4. Update the shift group.
5. Click Save.

How to delete a shift group

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Shift Groups.
   Note: If you are an admin, click Frontline Management, then Shift Groups.
3. Click the More button .
4. Click Delete.
5. If a verification dialog displays, click Delete to confirm.

Bulk deleting shift groups

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Shift Groups.
   Note: If you are an admin, click Frontline Management, then Shift Groups.
3. Select the desired shift groups.
4. Click Delete.
5. If a verification dialog displays, click Delete to confirm.

How to clone a shift group

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Shift Groups.
   Note: If you are an admin, click Frontline Management, then Shift Groups.
3. Click the More button .
4. Click Clone.
5. Make any desired changes to the shift group.
6. Click Create.

How to manage shift channels for a shift group

Managing active shift channels

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Shift Groups.
   Note: If you are an admin, click Frontline Management, then Shift Groups.
3. To the right of the shift group, click Channel list. 
4. Under the Active tab, current active channels will be displayed.
5. (Optional) To the right of the channel, click Go to channel to open the Team Chat channel within the Zoom Workplace app. 
6. (Optional) To archive channels:
   1. Select the desired channels and click Archive.
   2. When prompted, click Archive. 

Managing archived shift channels

Shift channels that have been archived can be unarchived using Team Chat Management.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Shift Groups.
   Note: If you are an admin, click Frontline Management, then Shift Groups.
3. To the right of the shift group, click Channel list. 
4. Under the Archived tab, current active channels will be displayed.
5. (Optional) To the right of the channel, click Go to channel to open the Team Chat channel within the Zoom Workplace app.