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Edit Schedule

Eugene Cheok
Eugene Cheok
  • Updated

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. There is also a time picker that allows you to edit times down to 1 minute increments as well as change the duration of that task. You can also split the intraday in half within the editing view. 
  • 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)
    • Add a new task
    • Split in half
    • Add Time Off
    • Edit shift start/end time
    • Remove shift
  • If you right-click you're automatically on the dropdown menu (same as the above) 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 or Monthly 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 or Month.

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. You will not be able to publish a schedule for past days. You can only publish schedule for the current day and for future dates. 

Important: Tasks may be scheduled in 1 minute increments as long as the individual task is at least 5 minutes long. 


Manually Schedule Shifts

  1. In the Auto Schedule, In the top right corner, click on the Bulk edit button, and select the Add shifts option
  2. Choose your shift layout (you will be able to see the name and location of the shift in the drop down)
  3. Select the dates you want to schedule for
  4. Select the Users tab and add the users
  5. Click Add Shifts button
  6. 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.


Manually Schedule Tasks

  1. Go to the Auto Schedule and click on the Bulk edit button located in the top right corner, and select the Add Task option
  2. From the dropdown menu, choose the task that you want to add
  3. Pick the date, start time, and duration of the task
  4. Head over to the Users tab, and select the users who should be assigned to the task
  5. Click the Add Tasks button
  6. Finally, click on Publish button to save the changes

Important: If you want to assign a task to an agent who doesn't have a schedule, remember to check the box that says "Add task even if user has no shift scheduled for this time".

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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