Add a blank schedule

You can generate a schedule for a specific week. The selection choice varies, depending on the start date you designate for the management unit. Blank schedules rely on the administrator to add agents, create shifts, and configure schedule parameters.

  1. Click Admin.
  2. Under Workforce Management, click Schedules.
  3. From the Business Unit list, located in the upper right corner, select a business unit.
  4. (Optional) To change the time zone in which you view data, in the upper right hand corner select the current time zone list.
    Note: By default, the view uses the business unit's time zone.
  5. Click Generate . The Generate Schedule page opens.
  6. Click the calendar button at the end of the Schedule Start Week box and select the start week.
  7. Click the arrows at the end of the Number Of Weeks box to indicate the schedule length, from one to six weeks.
  8. (Optional) add a description for the schedule.
  9. Click the Scheduling Method list and select Create Blank Schedule.
  10. Click Generate.

  1. Open the new schedule.
  2. From the Select Action menu, click Add Agents. The Add Agents dialog box opens.
  3. In the Agents column, do one of the following:
    • Scroll through the list and check the box next to each agent you want to add.
    • To add all available agents to the schedule, click All.
    • To remove all agents from the schedule, click None.
  4. To view only the list of the agents you choose, click Show selected.
  5. When you finish adding agents to the schedule, click OK

Some available options depend on the current schedule view.

 

In the schedule editor, to view available options click the arrow at the end of the toolbar, or the Select Action menu. Click the image to enlarge. 

Schedules toolbar 

Task Description Keyboard shortcut
Day View  Day view

When you select this option, day wise schedule is displayed. This is the default view.

N/A
Week View Week view of the schedule

When you select this option, week wise schedule is displayed.

 

Indicates the vertical view. Displays the agents on the left panel and schedule details on the right panel. Click the image to enlarge.

Vertical view of the schedule

N/A

Multiple Week view Multiple week view of the schedule

Displays the schedule for multiple weeks. Click the image to enlarge.

Multiple week view of the schedule.

N/A

Custom Range view

Displays the schedule based on the custom date range. When you select this option, the Start and End date fields are displayed using which you can define the range. Click the image to enlarge.

Custom date view

N/A

Zoom in

Maximizes the schedule view.

N/A

Zoom out

Minimizes the schedule view.

N/A 

Previous Published Schedule

Click to load the details of the previous published schedule. This option is available only when you view a published schedule.

N/A 

Previous Day

Click to view previous day schedule details.

N/A 

Date picker Date picker field

Click to select the date to view the schedule details.

N/A

Next Day

Click the view the next day schedule details.

N/A  

Next Published Schedule

Click to load the details of the next published schedule. This option is available only when you view a published schedule.

N/A 

Timezone selector

Click to view the Time Zone Settings pop up to view the Display Time Zone dropdown. Select the required time zone.

N/A

Reschedule

Perform an automated intraday rescheduling operation to incorporate manual changes made to the forecast associated with the schedule. N/A

Add Full Day Time Off

Add a full day of time-off to an agent within a schedule. Ctrl + Shift + F

Undo

Reverses the last action performed. Ctrl + Z

Redo

Repeats the last action performed. Ctrl + Y

View Shift History

View a history of unsaved shift changes and select from a list of modifications.

Shift + H

Show Summary

View and copy to your clipboard summary calculations for statistics in a specific schedule. Shift + U

Display Options

In View by Day and View by Date Range, customize how information appears in the schedule editor for past schedules. N/A

Export

Export schedule activities, agent shifts, scheduled and forecast counts, and activity counts. N/A

Save

Saves the schedule. This option is displayed for unpublished schedules. N/A
Publish Publish the schedule and optionally add informational details. N/A
Filter and Sort Filter agent schedules by queue, skills, or languages. Sort by agent name, paid hours, shift start or end time, and ascending or descending order. Shift + F

The Action menu lists the actions that you can perform on the Schedule Editor. The following table lists the tasks that you can view as options when you click the Action dropdown located below the toolbar on the upper right corner of the screen.

Action menu on the schedule editor displays the list of actions you can perform.

Task Description Keyboard shortcut
Assign Shift Assign shifts from one agent to another. Shift + Q
Replace Shifts with Activity Replace an entire shift or shifts with a selected activity. Shift + R
Replace Activity Replace an activity or activities with another activity in a schedule. Shift + B
Swap Shifts Swap one agent's shifts with another agent. Shift + W
Copy Activity to Agents Copy an activity to one or more agents in the schedule. Shift + A
Copy Shift to Agents Copy an agent's shift to one or more agents. Shift + M
Copy Shift to Days Copy an agent's shift to one or more days. Shift + D
Remove Selected Remove one or more agent shifts from the selected schedule. Delete
Remove Activity Code in Range Remove one or more activities from a single or multiple shifts within a specific time range. N/A
Add Agents Include more agents in the selected schedule N/A
Remove Agents Exclude one or more agents in the selected schedule N/A
Show Time-Off Request Differences View and synchronize time-off requests. Shift + V
Show Keyboard Shortcuts View the list of keyboard shortcuts that help administrators manage schedule editing Shift + K
View adherence information in the schedule editor In View by Day and View by Date Range, you can customize the schedule editor to show agent adherence information for past schedules.  Click the Gear  icon and enable Show Adherence option.
View late information in the schedule editor You can view the late explanations request for the next work activity submitted by the agent for specific categories. You can further approve or deny these requests.  In Schedule view, click the grey dotted line.

Click the Publish button on the right side of the toolbar.