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Today's quick tip: How to add an agent (or agents) to a published schedule

  • Updated

Maybe there's a new hire who is starting earlier than expected, or a group canceled their all-day retreat. There may be times when you need to add people to an already published schedule.
You start with one person on a selected day, but later in the steps can add additional people and days.
Note: There is no back button when creating the new work interval. If you need to go back, you'll need to start over.

  1. Open the published schedule report by navigating to Report > Published schedule > Schedule details > Enterprise Model | Supervisor group | Custom user group. You may also go to Schedule > Published schedule > Agent schedules by activity | Supervisor | User group.
     
  2. In the fly-out options panel, be sure to select No, show all eligible people in the schedule view in the Suppress display of people with no schedules? drop-down.

     
  3. After making all selections and clicking Apply options, the report shows agents who do not have a schedule for the selected day at the top of the list.
     

  4. Right click on the name of the agent you wish to add to the schedule and select Create new work intervals. You can add more people later.

    Step 1: Specify event properties

  5. Enter the event type, start/end times, and description for the work event then click Next.

    Step 2: Add off-phone periods

  6. Click Add new to add an off-phone interval for a break or lunch. Repeat to add more off-phone events. When finished, click Next.

    Step 3: Specify additional days

  7. Click on each day you wish to add for this week. You may also click to select All. After making the day selections (indicated with green checkmarks), click Next.

    Step 4: Choose other participants

  8. A red outline indicates your selected person. Click each additional person you wish to add to this work interval. After making your selections (indicated with green checkmarks), click Next.
    Note: Each person added will have the exact same schedule/events.

    Step 5: Confirm and finish

  9. Review the details for your new work interval then click Confirm to add the agent(s) to the published schedule.

Extra Credit

With new people on the schedule consider using an Automated Schedule Adjustment Plan (ASAP) > Modify current schedules > Optimize Off-phone events to optimize breaks and lunches. Learn more about ASAPs.

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