Navigate the schedule editor


Click Image
Click the image to learn about the views and options available in the schedule editor.
Note: Optionally adjust the schedule by clicking the horizontal or vertical dividers and moving the schedule to the desired size.
View mode
Agent details
Paid Hours for Day
Paid Hours for Week
Select Action menu
Activity Counts metrics
Total Agents
Activity Codes
Add activity code
Save or Save and Publish
Schedule day selection
Schedule details
Zoom in or out

View from a different time-zone

By default, this view uses the management 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. This option is helpful for administrators who access the view from a different time zone.

At the bottom of the schedule editor, use the list to switch between viewing activity counts or viewing scheduled forecast and differences, with or without shrinkage. For more information, see Review activity counts and daily summaries and Review scheduled, forecast, and difference counts.


  1. Click Admin.
  2. Under Workforce Management, click Schedules.
  3. From the Management Unit list, located in the upper right corner, select a management 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 management unit's time zone.
  5. Click  Generate. The Generate Schedule page opens.
  6. Click the calendar button at the end of the Schedule Week box and select the week.
  7. Optionally add a description for the schedule.
  8. In the Select Forecast area, select the forecast on which to base the schedule.
  9. Click OK. The schedule editor opens to the Add Agents dialog box.
  1. In the Available Agents column, do one of the following:
    • Scroll through the list and click the + button next to each agent you want to add.
    • In the Filter Items box, type a few letters of the agent you want to add and then select it from the list
    • To add all available agents to the schedule, click Add All.
    • To remove all agents from the schedule, click Remove All.
      Note: When you select an agent from Available Agents, the agent moves to the Selected Agents column.
  2. When you finish adding agents to the schedule, click OK

  1. Click Admin.
  2. Under Workforce Management, click Schedules.
  3. From the Management Unit list, located in the upper right corner, select the management 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 management unit's time zone.
  5. Click Add. The Add Blank Schedule page opens.
  6. Click the calendar button at the end of the Schedule Week box and select the week.
  7. Optionally add a description for the schedule.
  8. Click OK. The schedule editor opens to the Add Agents dialog box.
  1. In the Available Agents column, do one of the following:
    • Scroll through the list and click the + button next to each agent you want to add.
    • In the Filter Items box, type a few letters of the agent you want to add and then select it from the list
    • To add all available agents to the schedule, click Add All.
    • To remove all agents from the schedule, click Remove All.
      Note: When you select an agent from Available Agents, the agent moves to the Selected Agents column.
  2. 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 Select Action menu.

Task Description Keyboard shortcut
Publish Publish the schedule and optionally add informational details. N/A
Assign Shift 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 Shifts Remove one or more agent shifts from the selected schedule. Delete
Remove Activities Remove one or more activities from a single or multiple shifts. Delete
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
Reschedule Perform an automated intraday rescheduling operation to incorporate manual changes made to the short-term forecast associated with the schedule. N/A
Undo Reverses the last action performed. Ctrl + Z
Redo Repeats the last action performed. Ctrl + Y
Edit Description Add or modify a schedule's description. 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
Export Export schedule activities, agent shifts, scheduled and forecast counts, and activity counts. N/A
Display Options In View by Day and View by Date Range, customize how information appears in the schedule editor for past schedules. N/A
Show Summary View and copy to your clipboard summary calculations for statistics in a specific schedule. Shift + U
View Shift History View a history of unsaved shift changes and select from a list of modifications. Shift + H
Show Time Off Request Differences View and synchronize time off requests. Shift + V
Add Full Day Time Off Add a full day of time-off to an agent within a schedule. Ctrl + Shift + F
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.  In Display Options, enable Show Adherence.

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

Task Description
Add an activity to a shift Add an activity to a shift within a schedule, and optionally adjust the length.
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.
Review scheduled, forecast, and difference counts If your schedule was generated based on a short-term forecast, details about scheduled, forecast (with and without shrinkage), and difference counts are listed in the schedule grid.
Review Scheduled and Forecast 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 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.
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.

Filter agent schedules by 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, do one of the following:
    • At the top of the schedule, click Total Agents.
    • Click Select Action and select Filter and Sort.
    • Press Shift+F.
  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 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.