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.
2. In the Filter and Sort dialog box, under Set Filters do any of the following:
   • To view only the schedules for agents who were modified since the last schedule save, enable Show edited agents only.  
   • To save the filter for a set of agents you use frequently, under Agent Filter select the agents you want to save and then enable the Remember agent filter check box. 
   • Click the arrow at the end of the Planning Group list and choose the desired planning group.
   • Click the arrow at the end of the Queue list and choose the desired queue to display.
   • Click the arrow at the end of the Skills list and choose the agent-assigned skills to display
   • Click the arrow at the end of the Languages list and choose the agent-assigned languages to display.
3. In the Set Sort area, do any of the following:
   • Click the arrow at the end of the Sort list and select to sort by agent name, edited agents, daily paid hours, weekly paid hours, earliest shift start, or earliest shift end.
   • Click the arrow at the end of the Sort Direction list and choose to sort in ascending or descending order.
4. To remember the sort order, click to set the Remember sort order to Yes.
5. Click OK.

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.