How to edit an existing published schedule.
There are multiple areas in the application where you can make edits to a schedule. The process for making edits is the same in all places.
You can make edits to a working schedule before publishing, edit a published schedule, make edits in the daily schedule adherence report, or make edits in the Weekly schedule module on your home page.
After publishing a working schedule, you will need to make any changes in the published schedule.
Navigate to the schedule report for the activity and date range. When running the report in a published schedule decide whether you want to send notifications to agents after making changes. If so, change the “no” to “yes” in the Enable notifications for schedule changes? drop-down menu. This setting will apply only to this session of editing the schedule.
The top of the report includes an area with the coverage values for each interval of the day. These values include staff required as determined by the forecasting process, agents scheduled (staff in queue), the variance between the two, and the projected service metric.
A line of colored bars represents each agent’s schedule.
Each color represents an event assigned to the agent.
To view the properties of an event, hover over the area and a pop-up displays the event type, description, and duration.
Right-click edit
To modify an event, right click on the event to display the modification window.
You can edit this event, delete this event, create a new intraday event, create a new planned time off event, convert the work event to time off, or show a layered schedule view. All of the edits can be done in the layered schedule view.
Edit this event
Edit this event will display a new window with the full properties of the event.
You can perform edits such as changing the event type, the start or end time, the date, description, and location.
When you have finished editing, click Save. If you would like to apply the edit to others, click Next, select the participants, then Finish.
If you edit an event by right-clicking, the change is not made in real time.
In the upper right corner, you will see a PC (Pending Changes) button. A red number indicates the number of changes.
Clicking the PC number refreshes the report and applies the changes. The coverage values at the top of the report will update after applying the changes.
Right-click delete
If you right-click on an event and select Delete this event, a new window displays the event properties, however, you cannot edit the event. You can only delete it.
To remove the event from the agent’s schedule, click Delete Event. Again, the pending change is noted at the top of the screen. Click PC to refresh the report with the changes.
Drag and drop
An alternative way to edit an event is click on and hold the event bar, then drag it left or right.
The event time adjusts in fifteen-minute increments, as shown by the text that appears above the event.
You can also move the whole schedule using this click and drag method. If you move the schedule, the breaks and lunches will move with it.
If you use this drag and drop method to edit an event, the change is applied immediately so you do not need to refresh the page to see the changes in the coverage values.
You can click and drag the beginning or end of an event to extend or shorten its duration. The time of the event displays in the brackets above the event as you change it.
New intraday event
To add a new intraday event to an agent’s schedule such as a meeting or coaching event, right-click anywhere in the agent’s schedule and select Create a new intraday event.
Select the new event type from the drop-down menu. You can change the date if the new event is on a different day. Select the start and end times for the event.
How should this event influence existing work hours? Indicate whether existing events, such as breaks and lunches, should remain on the agent’s schedule or should be deleted.
What recurrence pattern should apply to this request? If this new event will occur more than once, you can specify a recurrence schedule, either every day in the date range or only on specified days of the week.
Add a comment.
If you would like to apply the same event to other agents, click Next. If you are finished, click Save.
Click OK to confirm adding the Intraday event.
Review the details of the new event then click Finish.
Click PC to refresh the report with the changes.
Convert work event to time off
Another way to edit an agent’s schedule is to change the entire schedule to another event type, such as marking an agent out as sick.
Right click on the agent’s schedule and select Convert work event to time off.
The pop-up window displays the event options including the start and end times of the agent’s schedule. Use the drop-down menu to change the event to the desired type.
Add a description or reason then click Save.
Click PC to refresh the report with the changes.