Schedules tool (web)

View agents schedules in the web Schedules tool, on day or week level. Make manual adjustments of the schedule, for one or several agents. To change one agent's schedule, you can use drag and drop to move, extend, or shorten activities and absences or to move the whole shift. For other types of changes or to change the schedule for more than one agent, select the agents and then select an action.

Show the staffing levels for the relevant skills, with or without shrinkage. When you make changes, the staffing levels are immediately updated.

View the schedule history for an agent directly in the Schedules tool. If needed, you can restore the schedule to any previous version.

Video Overview: Schedule Basics (length 04.03)

Functionality

• View detailed schedules (Schedules tool)
• Make schedule changes (Schedules tool)
• View a schedule overview for a week (Schedules tool)

Related topics

• Schedules module (WFM client)
• WFM functionality overview