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Assigning Schedule Templates

There are three ways to assign a schedule template to agents.

  1. In the agent profile. 
  2. In the schedule template.
  3. In Settings > Schedule templates > Assignments.

Preference is assigning it in the schedule template when creating the template.

Assigning the template in the agent profile.

Step-by-Step

  1. Go into the agent’s profile and select Set up scheduling parameters. The agent should not have anything in the current list.
  2. Select Click here to create a new schedule template assignment.
  3. Schedule type: Select the schedule type from the drop-down (fixed, rotating, floating, common day floating, or composite schedule). 
  4. Schedule template: Select the schedule template from the drop-down.
  5. Select the effective date as the first day of the week (as defined in the Enterprise Model) of this schedule so when we create a schedule for this week, this agent will have a schedule assignment.
  6. Typically, don’t check the Schedule assignment may be dropped box.
  7. The review status should remain approved.
  8. Click Save.

Assigning multiple people/teams

Step-by-Step

Settings > Schedule templates > schedule templates

  1. Open the schedule template.
  2. Click Add or remove people in Assigned people (in Schedule Template Extras).
  3. Click New assignments.
  4. Additional assignment parameters: Only applies to common day floating schedules.
  5. Select the group of agents from the list (All Agents Defined, Enterprise Model, Supervisor Tree, Community Groups, Employee Classification).
  6. Select the Effective date (start date).
  7. Typically, we won’t check the Schedule assignment may be dropped box.
  8. Click Next.
  9. Select people for this schedule (If all people in the list, click Select all).
  10. Click Assign.
  11. Click Finish.

Agents now have an assigned schedule template.

Reminders: if you need to make a change to one agent’s schedule and that agent shares a template with other agents, create a schedule template specifically for that agent. Don’t change the schedule template or the change will apply to all agent’s using that template. 

You can assign different templates to an agent to start in the future. For example, if the agent will be going to school in a couple of months and you know their schedule and when it will start, you can assign the new template with the effective date and CommunityWFM will start the schedule on that date. 

**Make sure that the effective date aligns with First day of schedule week setting in the Enterprise Model.**

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