If you need to edit the Schedule once it has been generated, you can perform these actions:
- Left-clicking on a Task will show the dropdown menu where you can replace the current Task.
- You can also search and choose Workstreams (if they're greyed out, the agent is not assigned to it) and General Tasks
- Clicking on the three dots will allow you to:
. Add a task (left or right of the current one)
. Split in half
. Add Time Off
. Edit shift start/end time
. Remove shift - If you right-click you're automatically on the dropdown menu to add new tasks or time off instead of the tasks menu
- Resize current tasks - you can move your mouse cursor to the beginning or end of a task and drag them. You'll add 15 minutes increments each time you drag.
- Delete current tasks - You do the same as if you were resizing but you resize them in order to cover the previous or next task on the shift.
- Swap to Weekly View - In the top left of the schedule, you will see a drop-down that says Day. Click here and you will have the option to swap to Week.
Note: you will need to click the Publish button in order for your agents to see any change to their schedule on their Agent Schedule app in Zendesk.
Manually Schedule Shifts
- In the Auto Schedule, In the top right corner, choose the + icon
- Choose your shift layout (you will be able to see the name and location of the shift in the drop down)
- Select the dates you want to schedule for
- Select the Users tab and add the users
- Click Add Shifts button
- Click on the Publish button
When selecting the "Force generate shifts for all selected days regardless of location rules" option, for Fixed shifts - This ignores the days of the week that are configured in the shift layout. For Automatic shifts - This ignores the requirements and operational hours set in locations and forces the schedule.
Import and Export Schedules
You can now bring your schedules in or export your shifts! Take a look at our article on the subject to learn how: Schedule Import and Export
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