Team schedule view
As an agent, the Team Schedule view allows you to view the schedules of your colleagues in the same management unit as yourself. The Team Schedule view enables you to:
- Check who is covering after your shift ends.
- See if a teammate is available for a shift swap before submitting a trade request.
- Identify when colleagues are on vacation to plan coverage.
- Pin close coworkers so their schedules are always easy to find.
Team Schedule view includes agents that belong to the same management unit.
As an administrator, you control agents’ access to this feature to decide whether they can view schedules across their management unit. Shared schedules are always read-only and are limited to show only category-level information. For example, instead of Meeting – All Staff Meeting, agents can see the category – Meeting.
View the Team Schedule view on the schedule tab
To view the Team Schedule view on the schedule tab, click Activity > Schedule tab.click Menu > Activity. Then, click the Schedule tab. For more information, see My Schedule view. The default view that displays is your schedule view.
To view the teams’ schedule, perform the following steps:
- In the Schedule tab, locate the My Schedule drop-down next to the Day and Week view options.
- In the My Schedule drop-down, click to view the options.
- My Schedule: Displays the agent’s schedule. This is the default view.
- Management unit: Displays the schedule view of all agents in the management unit.
Once you select your management unit, the Schedule view displays as follows. Click the image to enlarge.
You can switch between your schedule and the schedule of other agents in your management unit.
You can perform various actions when on the Team Schedule view.
Manage the Team Schedule view
When viewing team schedules, you have several options to help you find and organize the information you need. Before you proceed to perform any of the following actions, ensure that you are in the team schedule view.
Limitations
The following table lists the points that you must consider when you are using the team schedule view.
| Limitations | Description |
|---|---|
| Category-only details for teammates | You can only view category-level schedule information for other agents. For example, Meeting, Break, Meal, Time Off. You cannot see detailed activity descriptions or any notes added to activities for other agents. For example, Meeting – Return to Work. You can view activity-level schedule information for yourself including activity codes, detailed activity descriptions, and any notes added. |
| Manually refresh schedule data to view updates | Team schedules update in real time, but if you leave the view open for a long time, some information may not update real time and can become outdated if a colleague’s schedule is updated. In such cases:
|
| Error handling and loading behavior | When the data does not load, Genesys Cloud displays:
|
| Management unit scope only | You can view schedules for agents only when:
Inactive users are shown as Inactive and deleted users are removed entirely from Workforce Management (WFM). |
| Search and favorites | In the team schedule view, you can:
|
| No month view | Currently, only day and week views are supported. |
| Agent display settings | The team schedule view displays up to 25 agents per page. |
| Limited available actions | In the team schedule view, WFM supports the following other actions:
In your personal schedule view, WFM supports the following actions:
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