Editing your WFM schedule for multiple agents – Second Brand

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Workforce Management (WFM) or Workforce Engagement Management (WEM)

Location: Zendesk WFM > Schedule

After generating your workforce management (WFM) schedule, you can edit it as needed. Quickly make changes to many agents' schedules at once with bulk editing. You can add and delete agents' shifts, schedule tasks, and add time off.

If you want to make changes to your schedule for a single agent, see Editing your WFM schedule for an agent.

This article contains the following topics:

Adding shifts
Editing shifts
Adding a task
Deleting shifts
Adding time off

About the Schedule page

Adding shifts

Edit your WFM schedule by adding shifts for multiple agents at once. When adding shifts in bulk, you can specify the shift type, a date range, and the agents for whom the shifts are being added.

To add shifts for multiple agents

In Zendesk WFM, hover over the schedule icon () in the navigation bar, then select Schedule.
Click the Bulk edit menu, then select Add shifts.
In the Shifts menu, select a shift type.

Your shifts are organized by location and include automatic, fixed, and rotating shifts. Learn more about locations and shifts.
Choose a Date range.
Optionally, select Force generate shifts for all selected days regardless of location rules.
If you select this option, the days of the week in fixed shifts and the requirements and operational hours set in locations in automatic shifts are not applied.
Click the Agents tab and select the agents to whom you're adding this shift.
Click Add shifts.
Click Publish to publish the updated schedule.

Editing shifts

Edit your WFM schedule by moving shifts for multiple agents at once. When changing shift start or end times in bulk, you can specify exact times or make relative adjustments by adding or subtracting time.

To change shift start or end times for multiple agents

In Zendesk WFM, hover over the schedule icon () in the navigation bar, then select Schedule.
Click the Bulk edit menu, then select Edit shifts.
Choose a date range and select the agents whose shifts you need to change.
Click Edit shifts at the bottom and select Change end time or Change start time.
Select the tab for either Specific times or Relative adjustments.
If you selected Specific times, choose the new start or end time using the calendar selector or the input field, then click OK.
If you selected Relative adjustments, enter a time value to add or subtract to the current start or end time. For example, enter +00:30 to end 30 minutes later. Then click OK.

Adding a task

Edit your WFM schedule by adding general tasks or workstreams for multiple agents at once.

When adding tasks, you have the option to make them recurring. For example, you may want to schedule recurring 1:1 meetings or trainings.

To add a task for multiple agents

In Zendesk WFM, hover over the schedule icon () in the navigation bar, then select Schedule.
Click the Bulk edit menu, then select Add task.
From the Task menu, select a general task or workstream.
Choose a Date, Start time, and Duration.
You can also add a note to provide more context to agents when this task is selected.
The task displays a white corner, and agents can see the note by hovering over it.
Keep Add task even if user has no shift scheduled for this time selected if the task occurs outside of the shift. For example, you may want to use this option for required meetings.
Optionally, turn on Schedule recurring task.
If you're scheduling a recurring task, select how often you want the task to repeat and an end date.
Note: You can schedule a recurring task to occur for up to 60 days in advance.
Click the Agents tab and select the agents to whom you're adding the task.
Click Add tasks.
Click Publish to publish the updated schedule.
Agents receive a push notification informing them of the schedule changes. Clicking the link in the notification takes them to their agent schedule.

Deleting shifts

You can delete shifts for one or more agents. Save time by deleting multiple shifts at once, instead of one at a time.

To delete shifts for multiple agents

In Zendesk WFM, hover over the schedule icon () in the navigation bar, then select Schedule.
Click the Bulk edit menu, then select Edit shifts.
The Bulk edit shifts dialog opens. The date range you were viewing is selected by default.
Optionally, select a Date range.
Filter by Group, Location, or Team. You can select multiple groups, locations, or teams.
Alternatively, search for specific agents in the Agents search bar.
Click Filter results.
The agents’ shifts appear in a list.
Select the check box at the top of the table to select all filtered shifts. Or, select check boxes for shifts individually.
Click Edit shifts, then Delete shifts.
Confirm you want to delete the shifts by clicking Delete shifts.
Click Publish to publish the updated schedule.

Adding time off

You can add time off for one or more agents. When you add time off in bulk, you can select multiple dates, as well as choose between full and partial days off.

If you want to manage your agents’ time off requests, see About the Time off management page.

To add time off for multiple agents

In Zendesk WFM, hover over the schedule icon () in the navigation bar, then select Schedule.
Click the Bulk edit menu, then select Add time off.

The Bulk add time off dialog opens.
Select a predefined time off Reason.
For the Type, select either Full day or Partial.
If you select Partial, define the Start time and End time.
Select one or more Dates.
Click the Agents tab.
Filter the list by Group, Location, or Team. You can also select specific agents or select all agents.
For example, you may want to select all agents if you’re scheduling time off for a holiday.
Click Add time off.
The time off for the selected agents is added to your schedule and published immediately.