Editing your WFM schedule for an agent

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

After generating your workforce management (WFM) schedule, you can edit it by modifying an agent's shift. When editing an agent's shifts you'll have options such as replacing tasks or changing the shift start or end time. Additionally, you can copy and paste one agent's shift to another agent.

To edit your WFM schedule in bulk, see Editing your WFM schedule for multiple agents.

This article contains the following topics:

• Modifying an agent's shift
• Copying and pasting shifts

Related articles

• About the Schedule page

Modifying an agent's shift

You can edit an agent's shift from the Schedule page. Modifying an agent's shift gives you the flexibility to quickly make changes without editing the structure of your shifts. See Setting up locations and shifts to learn more about creating shifts.

The schedule's day view opens by default. You can switch to the weekly or monthly view by clicking the Day menu above the schedule and selecting the desired view.

To modify an agent's shift

1. In Zendesk WFM, hover over the schedule icon () in the navigation bar, then select Schedule.
2. Locate the agent whose schedule you want to edit and click a Task.

   A menu opens where you can make edits. The menu has a number of different options for editing an agent's shift.

   

3. Click in the time fields to change the start or end time.

   Alternatively, click Duration to change the length of the task's time.

   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.

   

4. Click the task menu to change the general task or workstream.
   Note: If a workstream appears dimmed, then the agent isn't assigned to it. See Creating workstreams to assign an agent to a workstream.
5. Click the () icon to split the task in half.
6. Click the options icon () to open the More actions menu.

   

7. To resize current tasks, grab the beginning or end of a task and drag to the desired position. When you resize tasks, you're adding 15 minute increments each time you drag the task.
8. To delete current tasks, grab the beginning or end of a task and drag it to cover the previous or next task in the agent's shift.
9. Depending on how you have edited the agent's shift, click Save.
10. When you're done making edits, click Publish.

    Agents receive a push notification informing them of the schedule changes. Clicking the link in the notification takes them to their agent schedule.

    

Copying and pasting shifts

You can copy an agent's existing shift and paste it into another agent's shift from your schedule's day, week, or month views.

Note: If you copy and paste a shift to an agent that isn't assigned to all of the workstreams in the copied shift, the workstreams are replaced with workstreams to which the agent is assigned.

To copy and paste a shift

1. From the Schedule page, locate the agent whose schedule you want to copy.
2. Select a task in the agent's shift and right click the task to open the menu.
3. Select Copy shift from the menu.
4. Hover over the agent whose schedule you want to paste the copied shift to and click the Paste shift icon () next to the agent's name.

   If the agent has an existing shift, it's replaced with the copied shift, including the copied shift's start time.

   To keep the agent's existing shift's start time, click the agent's shift and select Paste shift over from the menu

5. Click Publish.