Make schedule changes (Schedules tool)

Make changes to the agents’ schedules in the Schedules tool. For example, add absences for agents who are ill, move lunches or change the duration of an activity or absence. You can add activities or absences for several agents at a time.

Show staffing to directly see the impact of your schedule changes.

The schedule history for each agent is available. You can restore the agent's schedule to any previous shift.

Prerequisites

  • You have the Web > Schedules permission and a selection of the underlying permissions, depending on what actions to perform.
  • You have the Web > Teams permission.
  • You have the Global functions > View schedules permission.

Page location

WFM > Teams > Schedules preview link (in the upper right corner)

Procedures

View staffing

View staffing to see how your schedule changes affects the staffing levels.

  • Select the Show staffing switch.
  • Staffing is shown for a summary of all skills related to the agents.
  • Click any skill to show staffing levels for that particular skill.
  • Hover the mouse pointer anywhere in the staffing view to show a line that indicates that same time in the view of the shifts. This works the other way around also.

Add activities

  1. Select the agents to add an activity to.
  2. Ensure Add activity is selected.
  3. Select the type of activity.
  4. Define the start and end time. If the activity start or end time is past midnight, select the time with +1 next to it.
  5. Click Save.

NOTE   If the new activity overwrites a non-overwritable activity for one or more agents, choose how to handle that conflict. See the section below on how to handle conflicts with activities that are not overwritable.

Add full-day absences

  1. Select the agents to add a full-day absence to.
  2. Select Add full-day absence.
  3. Select the type of absence.
  4. If the absence starts in the middle of a day, for example if an agent gets sick and goes home early, click the field where it says Full day and select the time that the absence starts.
  5. Select the end date. Use the arrows or click the date field to select a specific date.
  6. Click Save.

Add part-day absences

  1. Select the agents to add a part-day absence to.
  2. Select Add part-day absence.
  3. Select the type of absence.
  4. Define the start and end time. If the absence start or end time is past midnight, select the time with +1 next to it.
  5. Click Save.

Move activities or absences

  1. Click to select the activity or absence to move.
  2. Hover the selected activity or absence so that the mouse pointer forms a cross with arrows. Drag and drop it to the new position.

NOTE   Full-day absences cannot be moved on days off or on days with no shift .

Change the duration of an activity or absence

  1. Click to select the activity or absence to change.
  2. Hover the start or end of the selected activity or absence so that the mouse pointer forms a double-headed arrow. Drag and drop the start or end of the activity or absence to the new time.

NOTE   The duration of full-day absences cannot be changed on days off or on days with no shift.

Adjust drag and drop increment

The snap to interval is the increment by which you can drag and drop activities. It helps you place the activity or the start or end time of the activity at the correct time.

  1. Click Settings.

  2. Select the Snap to interval.

Show schedule history and restore schedule to a previous shift

  1. Hover the agent name and click the Schedule history icon.

    All the agent's previous shifts for this day are shown. The top shift is the current shift.

  2. To restore the agent's schedule to a previous shift, select which shift to restore to and click Restore.

NOTE   Automatically approved absence requests which are for a date within 14 days from the day when the request is made shows with the agent as the user who made the change. Automatically approved absence requests which are for a date more than 14 days from the day when the request is made shows with "System System" as the user who made the change.

Change shift category

The shift category, with the short name and color, is shown to the left of the shift. Hover the shift category to see the full name.

  1. Click the current shift category. A new window opens.

  2. Select the accurate shift category in the list.

  3. Click Save.

View and add notes

View and add notes related to an agent's schedule. Use internal notes as reminders for yourself and other schedulers. Use public notes to inform or remind an agent of something.

When a note is entered for an agent on a day, the Notes icon is always visible . If there is no note, you must hover the agent to show the Notes icon.

  1. Hover the agent name and click the Notes icon.

  2. Enter text in the Internal note or Public note field.

    All notes can be read by other team leaders or schedulers with access to that agent within the Teams and Schedules tools or in the Schedules module in the WFM client. Public notes are additionally shown to the agent in the schedule view in MyTime.

  3. Click Save.

Undo a change

Undo your most recent change. If another user has made a change that affects the same activity or absence after your change, you cannot undo your change.

  1. Click Undo.
  2. Click OK to confirm.

Handle conflicts with activities that are not overwritable

When you add activities in Schedules, you get a warning if the activity is placed on top of an activity that is not overwritable. This warning shows when you click Save. If this happens, choose how to handle this situation.

  1. Select what option to use.

    • Keep non-overwritable activities on top for these agents—Select this option to add the new activity under the non-overwritable activity. This is useful when you for example add a longer activity and want to keep the short break.
    • Move non-overwritable activities for these agents—Select this option to move the non-overwritable activity so that the new activity can be added without overwriting it.
    • Do not make changes for these agents—Select this option to add the activity for all agents where it does not overwrite a non-overwritable activity, but not for the affected agents.
    • Override for these agents—Select this option to add the activity for all selected agents, regardless of if it is placed on top of any non-overwritable activities.
  2. Click OK.

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