Viewing and managing your schedule as an agent

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<p id="docs-hc-snippet" style="display: none;">The schedule in Zendesk Support provides agents with an overview of their current tasks and upcoming shifts.</p>
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<strong>Add-on</strong>
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<td>Workforce Management (WFM) or Workforce Engagement Management (WEM)</td>
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<p id="docs-ai-summary-content">Access your schedule to view tasks and shifts, request time off, trade shifts, and manage unassigned shifts. You can switch your schedule's timezone to match your location, ensuring accurate task timing. Use the calendar to navigate through weeks and sync your schedule with Google Calendar. Approved time off is marked in red, keeping you informed of your availability.</p>
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<p class="p" dir="ltr">The schedule in Zendesk Support provides agents with an overview of their current
tasks and upcoming shifts. </p>
<p class="p" dir="ltr">Manage your schedule by requesting time off, trading shifts with other agents, and
submitting requests for unassigned shifts.</p>
<div class="p">This article contains the following topics:<ul class="ul" id="topic-1__ul_bxb_th1_h2c">
<li class="li"><a class="xref" href="#topic_spv_fsl_g2c">Accessing and navigating your agent
schedule</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_obx_fcb_h2c">Switching your schedule's
timezone</a></li>
</ul>
</div>
<div class="p">Related articles:<ul class="ul" id="topic-1__ul_ss2_bv2_y2c">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443354661402" target="_blank">Starting and ending your day in the Zendesk WFM time
tracker</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_spv_fsl_g2c">
<h2 class="title topictitle2" id="ariaid-title2">Accessing and navigating your agent schedule</h2>
<div class="body">
<p class="p">You can access your schedule in Zendesk Support.</p>
<div class="note note">
<span class="notetitle">Note:</span> When you access your schedule in Zendesk, your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443354661402" target="_blank">time tracker</a> is switched to <a class="xref" href="https://support.tymeshift.com/hc/en-us/articles/10865945670803-Glossary-of-terms#Untracked%20Time" target="_blank">Untracked</a> time.</div>
<p class="p" dir="ltr"><strong class="ph b">To access and navigate your schedule</strong></p>
<div class="p">
<ol class="ol" id="topic_spv_fsl_g2c__ul_hxn_fs1_h2c">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Support</a>, click the <strong class="ph b">Workforce management</strong> icon (<img class="image" id="topic_spv_fsl_g2c__d8e385" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_logo_icon.png" width="16">) in the sidebar to access your schedule.</span><p class="p"><img class="image img-screenshot" id="topic_spv_fsl_g2c__image_ypp_fs1_h2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_agent_schedule.png" width="800"></p>
</li>
<li class="li">You can take any of the following actions:<ul class="ul" id="topic_spv_fsl_g2c__ul_yjr_dqw_xgc">
<li class="li" dir="ltr">
<strong class="ph b">View your weekly Scheduled tasks</strong>.<p class="p" dir="ltr">On the left side of
your schedule, you can see your scheduled tasks, including the one you are
expected to work on next. These tasks are assigned to you for the current time
based on the set <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443345024538#Intraday" target="_blank">intraday</a> schedule. If your schedule is
empty, no tasks are displayed.</p>
</li>
<li class="li">
<strong class="ph b">View your schedule for the current week under My schedule. </strong><p class="p" dir="ltr">Hover over any shift badge to see the shift’s start time, end time, and
duration.</p>
</li>
<li class="li">
<strong class="ph b">View the schedules for the previous week, the next week, or a specific
day.</strong><p class="p" dir="ltr">Use the navigation icons to view the previous and next week's
schedules. You can return to the current week by clicking Today or view a specific
date using the calendar (<img class="image" id="topic_spv_fsl_g2c__image_qg2_jqw_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_calendar_icon.png" width="16">) icon. </p>
</li>
<li class="li">
<strong class="ph b">Refresh your schedule with the latest information.</strong><p class="p" dir="ltr">Click the
refresh (<img class="image" id="topic_spv_fsl_g2c__image_o3n_nqw_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_refresh_icon.png" width="16">) icon to refresh your schedule with the most
recent information.</p>
</li>
<li class="li">
<strong class="ph b">Set your </strong><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443374353434#topic_obx_fcb_h2c" target="_blank"><strong class="ph b">schedule's timezone</strong></a><strong class="ph b">.</strong><p class="p" dir="ltr">Unless otherwise specified, your schedule uses the account’s
timezone.</p>
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443354603418" target="_blank"><strong class="ph b">Sync your schedule into your Google
calendar</strong></a>.<p class="p" dir="ltr">If an admin has <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9118977786522" target="_blank">activated the Google Calendar integration for Zendesk
WFM</a>, you can sync your WFM schedule and view your intraday schedule
within your Google Calendar.</p>
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443360882586" target="_blank"><strong class="ph b">Request time off</strong></a>.<p class="p" dir="ltr">You can
request full or partial time off for scheduled shifts and days without a
shift.</p>
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443374337946" target="_blank"><strong class="ph b">Trade shifts</strong></a><strong class="ph b"> with other agents and
respond to shift trade requests</strong>.<p class="p" dir="ltr">If an admin has configured your
account to allow you to trade shifts, you can send trade requests to other agents.
</p>
</li>
<li class="li">
<strong class="ph b">Request to </strong><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8847379712794" target="_blank"><strong class="ph b">take unassigned shifts</strong></a><strong class="ph b">.</strong><p class="p">Your approved time
off days are highlighted in red on the schedule.</p>
</li>
<li class="li">
<strong class="ph b">Access your team’s schedule under<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6514645504282#topic_hfm_kjp_21c" target="_blank"> Team schedule</a>.</strong><p class="p" dir="ltr">If <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443374440090" target="_blank">team schedule view</a> has been activated by an admin, you
can see who you can trade a shift with, or who you will be working with in the
course of any day or week.</p>
</li>
</ul>
</li>
</ol>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_obx_fcb_h2c">
<h2 class="title topictitle2" id="ariaid-title3">Switching your schedule's timezone</h2>
<div class="body">
<p class="p" dir="ltr">Unless otherwise specified, your schedule uses the account’s timezone. If you're
working in a different location, you can change your schedule's timezone to match where
you're working from.</p>
<p class="p" dir="ltr">Changing your time zone affects only your view of your schedule.</p>
<p class="p" dir="ltr"><strong class="ph b">To switch your schedule’s timezone</strong></p>
<ol class="ol" id="topic_obx_fcb_h2c__ol_e21_hcb_h2c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Support</a>, click the <strong class="ph b">Workforce management</strong> icon (<img class="image" id="topic_obx_fcb_h2c__d8e385" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_logo_icon.png" width="16">) in the sidebar to access your schedule.</span></li>
<li class="li">Click the <strong class="ph b">Timezone</strong> icon (<img class="image" height="20" id="topic_obx_fcb_h2c__image_z1z_r2b_j2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_timezone_icon.png" width="20">) in the upper-right corner.</li>
<li class="li">Select your timezone.<p class="p">Your schedule is updated to reflect the timezone you
selected.</p>
</li>
</ol>
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