Edit a schedule

In the schedule editor, you can perform various tasks related to the selected schedule.

Manage the schedule from the Select Action list

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 Select Action menu.

Task	Description	Keyboard shortcut
Assign Shifts	Assign shifts from one agent to another.	Shift + Q and Shift + T
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 items from the selected schedule.	Delete
Add Agents	Include more agents in the selected schedule.	N/A
Remove Agents	Exclude one or more agents in the selected schedule.	N/A

Perform extra tasks in the schedule editor

In addition to managing the schedule from the Select Action list, you can also:

Task	Description
Available schedule views	Learn more about the various ways to view a schedule.
Change the schedule view	Select to view a schedule by day, date range, week, or vertical view in the schedule editor.
View schedule by management unit or work team	Select work teams or management units in the schedule editor.
Review scheduled, required, difference counts, performance, daily summaries	If your schedule was generated based on a forecast, details about scheduled, required (with and without shrinkage), difference counts, and performance are listed in the schedule grid.
Review activity counts and daily summaries	Depending on your view, the schedule editor displays metrics that help you analyze and plan schedules.
View agent information	Click an agent name to view that agent’s assigned skills and languages.
View adherence information in the schedule editor	Customize the schedule editor to show agent adherence information for past schedules. Add conformance and adherence columns in the agent area.
View an agent’s paid hours per week	Depending on your view, you can see various details about an agent’s paid hours for a specific day or week.
Add an activity to one or more agents	Choose the time frame in which to add the activity to shifts. Or let the system recommend the most appropriate times based on coverage, and then choose from the list of times to which to add the activity.
Adjust an activity’s length	Adjust a non-default activity’s length within a shift.
Modify activity details	Edit default values for non-default activities.
Use zoom to adjust the level of schedule detail	Zoom in to see the current schedule in more detail, or zoom out to see a larger time period for the current schedule.
Undo or redo unsaved changes to a schedule	Undo or redo unsaved changes to a schedule, one at a time, up to the last save.

View from a different time zone

By default, this view uses the business unit’s time zone. Users with administrator permissions can change the displayed time zone by selecting from the list in the upper right corner of the view. The time zone of the business unit is listed at the top of the list of time zones for reference. This option is helpful for administrators who access the view from a different time zone. Click the image to enlarge.