Add a blank schedule

You can generate a schedule for a specific week. The selection choice varies, depending on the start date you designate for the management unit. Blank schedules rely on the administrator to add agents, create shifts, and configure schedule parameters.

Create the scheduleClick to expand

Click Admin.
Under Workforce Management, click Schedules.
Click Menu > Workforce Management > Scheduling > Schedules.
From the Business Unit list, located in the upper right corner, select a business unit.
(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 business unit's time zone.
Click Generate . The Generate Schedule page opens.
Click the calendar button at the end of the Schedule Start Week box and select the start week.
Click the arrows at the end of the Number Of Weeks box to indicate the schedule length, from one to six weeks.
(Optional) add a description for the schedule.
Click the Scheduling Method list and select Create Blank Schedule.
Click Generate.

Add agents to the scheduleClick to expand

Open the new schedule.
From the Select Action menu, click Add Agents. The Add Agents dialog box opens.
In the Agents column, do one of the following:
- Scroll through the list and check the box next to each agent you want to add.
- To add all available agents to the schedule, click All.
- To remove all agents from the schedule, click None.
To view only the list of the agents you choose, click Show selected.
When you finish adding agents to the schedule, click OK.

Edit the scheduleClick to expand

Some available options depend on the current schedule view.

ToolbarClick to expand

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. Click the image to enlarge.	N/A
Vertical view	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. The Average Daily Paid column displays the hours that the agents work during the day and does not consider the night hours logged when it is a night shift. The average daily calculations includes the length of the shift spent during the day. For example, A 10 PM Tuesday - 6 AM Wednesday shift counts as 8 hours for Tuesday, and not 2 hours for Tuesday, 6 hours for Wednesday. The Average Weekly Paid column displays the hours that the agents during the entire week.	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 menuClick to expand

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.

Publish the scheduleClick to expand

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