Make schedule changes (Teams tool)

Make manual changes to the agents’ schedules in the Teams day view. For example, add absences for agents who are ill, move lunches, swap shifts between agents or replace one activity with another for a selected time period. Most changes can be done for multiple agents at the same time.

Select the agent’s time zone before you make schedule change for that agent. Agents in another time zone than the currently selected time zone are indicated by a small globe icon next to their name.

NOTE   You can use drag and drop to move an activity or to change the duration of an activity in the Schedules tool. See Make schedule changes (Schedules tool) for more information.

Prerequisites

  • You have the Web > Teams permission and a selection of the underlying permissions, depending on what actions you need to perform.
  • You have the Global functions > View schedules permission.
  • You have the Web > Meetings permission to add or edit meetings.

Page location

WFM > Teams > Day view

Procedures

Add absences

  1. Select the agents to add an absence to.
  2. Click Actions and select Add absence.
  3. Select the type of Absence.
  4. Define the start and end date. Use the arrows or the calendar buttons.
  5. To add a part-day absence, or to start or end a longer absence at a specific time, clear the Full-day absence check box and enter a start and end time.
  6. Click Apply.

NOTE   If the personal account would be exceeded for any of the selected agents, a warning is shown. Select to override the warning and add the absence for all selected agents or to only add the absence for the agents whose personal account is not exceeded.

Add activities or personal activities

Activities are for tasks that are not specific for that specific agent, like skill activities. Personal activities are for tasks that are specific for that specific agent, like e-learning. When trading or swapping shifts, personal activities stay with the agent they are originally scheduled on.

  1. Select the agents to add an activity to.
  2. Click Actions and select Add activity or Add personal activity, depending on the activity to be added.
  3. Select the type of Activity.
  4. Define the start and end time. If the activity start time is past midnight, select the Next day toggle switch.
  5. Click Apply.

NOTE   If the new activity overwrites a non-overwritable activity for one or more agents, you must choose how to handle that conflict. See instruction below.

Add or edit meetings

You can add new meetings or edit existing meetings directly in Teams.

Add overtime

  1. Select the agents to add an overtime activity to.
  2. Click Actions and select Add overtime activity.
  3. Select the type of Activity.
  4. Select the Multiplicator definition set to apply.
  5. Define the start and end time.
  6. Click Apply.

NOTE   An overtime activity added on top of any non-overwritable activity does not give any warning.

Add days off

When you add a day off on a day with a shift, the shift is removed.

  1. Select the agents to add a day off to.
  2. Click Actions and select Add day off.
  3. Select the type of Day off.
  4. Adjust the start and end date if needed. Use the arrows or the calendar buttons.
  5. Click Apply.

Move activities

  1. Select the activities to move. You cannot move more than one activity for the same agent at a time.
  2. Click Actions and select Move activity.
  3. Enter a new start time for the selected activities.
  4. If the new start time is past midnight, select the Next day toggle switch. It is only allowed to move the start time to the next day if the shift already crosses midnight.
  5. Click Apply.

NOTE   If the moved activity overwrites a non-overwritable activity for one or more agents, you must choose how to handle that conflict. See instruction below.

Move shifts

When you move a shift, any scheduled overtime moves with the shift. Personal activities stay where they were originally scheduled.

  1. Select the agents to move shifts for.
  2. Click Actions and select Move shift.
  3. Enter a new start time for the selected agents’ shifts.
  4. Click Apply.

Replace one activity with another

Replace an activity with another for a selected time period. This only works for regular activities, not for overtime or personal activities.

  1. Select the agents to replace the activity for.
  2. Click Actions and select Replace activity.
  3. Select the activity to replace in the Current activity menu.
  4. Select the activity to replace it with in the Replace with menu.
  5. Define the start and end time for the time period to replace the activity for.
  6. Click Apply.

Swap shifts between two agents

The agents must be in the same time zone for it to be possible to swap their shifts.

  1. Select the two agents to swap shifts for.
  2. Click Actions and select Swap shifts.

Remove absences

Use the Show only absences filter to easily find agents with absences.

  1. Select the absences to remove.
  2. Click Actions and select Remove absence.
  3. Click Apply.

Remove activities, overtime activities or personal activities

  1. Select the activities to remove.
  2. Click Actions and select Remove activity.
  3. Click Apply.

NOTE   If any activities could not be removed, a warning is shown with information about for which agents the activities could not be removed.

Remove days off

  1. Select the agent to remove the day off for.
  2. Click Actions and select Remove day off.
  3. Click Apply.

Remove shifts

  1. Select the agent to remove the shift for.
  2. Click Actions and select Remove shift.
  3. Click Apply.

NOTE   Meetings scheduled using the meeting planner, personal activities and absences are not removed by this command, but they aren’t visible as long as there is no shift in connection to them.

Change the shift category

  1. Select the agents to edit the shift category for.
  2. Click Actions and select Edit shift category.
  3. Select the shift category to change to in the menu.
  4. Click Apply.

Undo a change

Undo your most recent changes for an agent. The following things must be fulfilled for the undo to work.

  • You must select for which agent to undo the most recent change.
  • No other user has made a change to the agent’s shift after your most recent change.
  1. Select the agent to undo the most recent change for.
  2. Click Actions and select Undo.
  3. Click Apply to confirm.

NOTE   If you have swapped shifts between two agents and then choose to undo for one of those agents, only that agent's shift is changed back.

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. If a shift has a note, the speech bubble to the right of the shift is black.

  1. Click the speech bubble button.
  2. Select the Internal note or Public note tab.

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

  3. To edit the note, add, change or remove the text and click Save.
  4. To leave the note as it is, click Cancel.

Handle conflicts with activities that are not overwritable

When you add or move activities in Teams, you get a warning if the activity for one or more agents is placed on top of an activity that is not overwritable. This warning shows when you click Apply. If this happens, you must choose how to handle this situation.

  1. Review the list of affected agents to decide how to handle this situation.
  2. Open the menu to 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 an activity for the whole afternoon and want to keep the break. This option is only available when adding new activities.
    • 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. This option is only available when adding new activities.
    • Do not make changes for these agents—Select this option to add or move the activity for all agents where it does not overwrite a non-overwritable activity, but not for the listed agents.
    • Override for these agents—Select this option to add or move the activity for all selected agents, regardless of if it is placed on top of any non-overwritable activities.
  3. Click Continue.

Move an invalidly overlapped activity

This applies to regular activities. Personal activities must be handled manually. This functionality can be used for example when a non-overwritable activity is overlapped by an added meeting.

  1. Click Settings and turn on warnings by selecting Show warnings.
  2. Select the agents for which you want to move an activity that has been invalidly overlapped.
  3. Click Actions and select Move invalid overlapped activity. The activity is moved according to these rules.

    • The first option is to move the activity to the closest time where it's not overlapped by any other activity. The activity must remain inside the shift and the move is blocked if it would overlap another non-overwritable activity.
    • The second option is to move in the other direction.
    • If neither the first nor the second option works out, a warning is shown to informing you that there are still non-overwritable activities which are invalidly overlapped.

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