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.

Keyboard shortcuts are available for most actions. See Keyboard shortcuts in WFM for details.

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.

NOTE   If other users have made schedule changes for the selected date and the selected teams, the Refresh button is available. Click the Refresh button to load the latest schedule changes.


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

Page location

WFM > Schedules


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