View detailed schedules (Teams tool)

View the detailed schedules for your team in the Teams day view. Your team is shown by default if you belong to a team. Use the filter or search to show the schedules for any team that you have permissions to view.

The Teams day view contains a visual presentation of the shift. Hover any activity or absence with the mouse pointer to show what activity or absence it is and its start and end time.

An orange circle is shown in the shift category column if the agent has a personal activity, meeting or a part-time absence scheduled on this day. Hover the circle with the mouse pointer to read the details.

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.

Prerequisites

  • You have the Web > Teams permission.
  • You have the Global functions > View schedules permission.

Page location

WFM > Teams > Day view

NOTE   If you don't see Teams in the menu, select Schedules and then click to switch back to Teams at the top of the page.

Procedures

Select the teams or sites to view schedules for.

  1. Click Select organization. When teams are already selected, the field states the number of selected teams.
  2. Click a tab to select by Business hierarchy or Group pages.
  3. Select the check boxes for the sites and teams or groups to open. If there are many sites, teams and groups, use the search function to find the ones you are looking for.
  4. Click Select.
  • Click the calendar icon to select a specific date.
  • Use the arrows next to the date selection to go to previous or next day.

NOTE   The date you select at the top of the page affects which agents you see. For example, if you are viewing schedules for Team A, the list shows the schedule for the agents who belong to Team A on the selected date.

If you are in a different time zone than the selected agents, you can select to use your time zone or the agents’.

  • Click the time zone stated and select what time zone to switch to.

NOTE   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.

The shifts are by default sorted by start time, but you can choose to sort it based on for example agent name or team name.

  1. Click on the Sort button at the top of the Agent name column.
  2. Select what to sort by.

Filter the list of agents to only show the agents with absences on that day. Both agents with full-day absences and agents with part-day absences are shown.

  1. Click Filters.
  2. Select the Show only absences toggle.
  3. When you need to remove the filter and show all shifts, click the toggle again.

Filter the list of agents to only show the agents who are scheduled on a specific activity on that day.

  1. Click Filters.
  2. Select the Show only shifts with a certain activity toggle.
  3. Select an activity from the drop-down list.
  4. When you need to remove the filter and show all shifts, click the toggle again.

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

  • Select the Show staffing switch.
  • Select for which skills or skill groups to show staffing.

NOTE   The staffing information is immediately updated by any changes to the forecast and by schedule changes made in the web scheduling tools or through requests. Changes made in the Schedules module in the WFM client are visible in the staffing view within an hour.

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