Navigate the schedule editor

For more information, see Generate a schedule from a forecast. 

For more information, see Generate a schedule without a forecast.

For more information, see Add a blank schedule.

Some available options depend on the current schedule view.

Toolbar

 

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. 

 

Task	Description	Keyboard shortcut
Day View	When you select this option, day wise schedule is displayed. This is the default view.	N/A
Week View	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.	N/A
Multiple Week view	Displays the schedule for multiple weeks. Click the image to enlarge.	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.	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	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

Select Action menu

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.

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.

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

Filter agent schedules by planning groups, queue, skills, or languages. Sort by agent name, paid hours, shift start or end time, and ascending or descending order. To filter and sort agents, 

1. To access the Filter and Sort dialog box, at the top of the schedule, click Total Agents. To filter and sort the agents, do the following:
2. In the Schedules page, click Total Agents. Click the image to enlarge.
3. The Filter and Sort dialog box appears. In the Filter tab, use the filters in the Basic Filters and Hierarchy Filters to further refine your search.
   • In the Basic Filters section, you can perform a basic generic search of agents within a schedule. Do any of the following:
     • To filter by agent, in the Agents field select the name of the agent. Select the Remember checkbox to retain the names of the agents for future filter actions.
     • To filter agents by the associated queues, in the Queues field select the queues. 
     • To filter agents by the associated skills, in the Skill field select the required agent skills. 
     • To filter agents by the associated language, in the Language field select the required languages.
     • In the Agents Display section, do the following:
       • Use the Show edited agents only checkbox to indicate whether to include the edited agents’ details when filtering agents using the other criteria.
       • Use the Show explanation agents checkbox to indicate whether to include the agents’ whose schedule is published and explanation is enabled in the display settings.
   • In the Hierarchy Filters section, you can perform a search by specific categories of agents within a schedule. Do any of the following:  
     • To filter agents by groups, in the Groups field select the group.
     • To filter agents by location, in the Locations field select the locations.
     • To filter by supervisors, in the Reports To field, select the supervisor names.
     • To filter agents by planning groups, in the Planning Groups field select the planning group.
     • To filter agents by staffing groups, in the Staffing Groups field select the staffing group.
   • In the Activity Codes section, you can select the required activity codes.
4. To remember the filter selection, click the Remember checkbox. 
5. In the Sort tab, you can sort the details using the fields in the Primary Sort and Secondary Sort sections. Workforce Management first sorts by the settings in the primary sort section and then sorts by the settings in the secondary sort section.
   • In the Sort field, select the criteria to sort the schedules as per the selected criteria. For example, if you set this field to Agent name, the schedules are sorted by agent names.
   • In the Sort Direction field, select the direction you want the schedule information to be displayed. Following are the two directions available from which you can choose.
     • Ascending
     • Descending
6. To remember the sort order, click the Remember checkbox.
7. Click Submit.

Your agent can submit a running late request for your next work activity, such as, Meeting, On Queue, Off Queue or Training Activity Categories. However, if your agent submits a running late request before and activity that has the Activity Category Break or Meal the request will take effect at the beginning of the next schedule work activity.