Generating and publishing your WFM schedule

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<p id="docs-hc-snippet" style="display: none;">After configuring your organization structure, you can generate a schedule based on youractive forecasts. Your forecasted workload, combined with your organizational setup, allows you to automatically generate a detailed schedule complete with breaks, channel specific assignments, and more.</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">Generate and publish your WFM schedule to align staffing with forecasted workloads. Create schedules for all agents or specific groups, and publish them so agents receive notifications of changes. You can revert to the last published version if needed. This process helps manage staffing needs effectively, ensuring agents are aware of their tasks and shifts.</p>
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<p class="p">After configuring your organization structure, you can generate a schedule based on your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9940054229402" target="_blank">active forecasts</a>. Your forecasted workload, combined with your
organizational setup, allows you to automatically generate a detailed schedule complete with
breaks, channel specific assignments, and more. </p>
<p class="p">Automatically generating the schedule based on your active forecast helps you create better
schedules. You can still <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443365957274" target="_blank">edit your schedule</a> to optimize your staffing requirements
further.</p>
<p class="p">When you publish the schedule, agents see any change to their schedule on their <a class="xref" href="https://support.tymeshift.com/hc/en-us/articles/21706381844115" target="_blank">Agent Schedule app in Zendesk</a>. </p>
<div class="p">This article contains the following sections:<ul class="ul" id="topic-1__ul_hsv_2zh_hzb">
<li class="li"><a class="xref" href="#topic_lsj_spl_y1c">Understanding how the schedule is
generated</a></li>
<li class="li"><a class="xref" href="#topic_pvq_cs5_zzb">Generating the schedule</a></li>
<li class="li"><a class="xref" href="#topic_jtc_ds5_zzb">Publishing the schedule</a></li>
<li class="li"><a class="xref" href="#topic_khv_fnm_bgc">Reverting published schedules</a></li>
</ul>
</div>
<p class="p">Related articles</p>
<ul class="ul" id="topic-1__ul_tgr_qdd_tzb">
<li class="li"><a class="xref" href="https://support.tymeshift.com/hc/en-us/articles/22420502704915" target="_blank">About the WFM Schedule page</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443365957274" target="_blank">Editing your WFM schedule for multiple agents</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_lsj_spl_y1c">
<h2 class="title topictitle2" id="ariaid-title2">Understanding how the schedule is generated</h2>
<div class="body">
<p class="p" dir="ltr">The schedule is generated based on the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9940054229402" target="_blank">active forecasts</a>. If there's no forecast for a workstream, the
schedule is based on coverage and location requirements.</p>
<p class="p" dir="ltr">A schedule can’t be generated if the forecast fails to generate. For example, the
forecast won’t generate if a workstream has no data.</p>
<p class="p" dir="ltr">If a workstream has data but displays zero inbound volume when you're generating
the schedule, then the automatic schedule will randomly assign a workstream to an agent.</p>
<p class="p">Generating the schedule for a single agent in day view always ignores the agent’s <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443345205402#topic_qzz_4z4_zzb" target="_blank">location settings</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_pvq_cs5_zzb">
<h2 class="title topictitle2" id="ariaid-title3">Generating the schedule</h2>
<div class="body">
<p class="p">You must be an admin to generate the schedule. You can generate the schedule for all agents in your
account or choose to generate it for a single agent, by group, location, or team.</p>
<p class="p">You can generate a schedule up to 90 days in the future.</p>
<div class="note note">
<span class="notetitle">Note:</span> Your organization structure must be set up before you can generate a schedule. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6514632760730#topic_l4n_wmd_d1c" target="_blank">Setting up your organization structure</a>.</div>
<p class="p"><strong class="ph b">To generate the schedule for all agents</strong></p>
<ol class="ol" id="topic_pvq_cs5_zzb__ol_h2s_hs5_zzb">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Workforce management</a>, click <img class="image" id="topic_pvq_cs5_zzb__d8e78" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_calendar.png" width="16">
<strong class="ph b">Scheduling</strong> in the sidebar, then select <strong class="ph b">Schedule</strong>.</span><p class="p">The schedule opens in the day view. </p>
</li>
<li class="li">(Optional) Click the <strong class="ph b">Day</strong> menu to switch to week or month view, or select a
specific date or date range from the date picker.<p class="p"><img class="image" id="topic_pvq_cs5_zzb__image_rnh_ks5_zzb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ts_schedule_date_view.png" width="300"></p>
</li>
<li class="li">Click <strong class="ph b">Generate</strong>.</li>
<li class="li">Select the date range for when you want a schedule to be created, then click
<strong class="ph b">Run</strong>.<p class="p"><img class="image" id="topic_pvq_cs5_zzb__image_o4z_ks5_zzb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ts_schedule_generate_date_range.png" width="400"></p>
<p class="p">The schedule begins to generate. Depending on how many agents you
have, it may take a few minutes to complete.</p>
<p class="p">When the schedule generation is
complete, you'll see an assigned shift next to each agent. The <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443345205402" target="_blank">shift</a> contains the tasks they need to work on at a particular
time as well as any general tasks or unified agent statuses configured in the
shift.</p>
<p class="p"><img class="image" id="topic_pvq_cs5_zzb__image_fpp_hql_y1c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_schedule_unpublished_day.png" width="600"></p>
<p class="p">Agents’ shifts are highlighted and a yellow dot appears next to
their names, indicating that the shifts are unpublished (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443348256794#topic_mgb_hvl_y1c" target="_blank">Distinguishing unpublished shifts</a>). </p>
<p class="p">Next,
you must publish the schedule so that agents will see the updated schedule in their
Agent schedule app in Zendesk.</p>
</li>
</ol>
<p class="p"><strong class="ph b">To generate the schedule for a single agent, group, location, or team</strong></p>
<p class="p">You can generate a shift for a single agent or for a group, location or team instead of
generating a schedule for your entire roster. </p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> Generating the schedule for a single agent in day view always ignores the agent’s
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443345205402#topic_qzz_4z4_zzb" target="_blank">location settings</a>.</div>
</div>
<ol class="ol" id="topic_pvq_cs5_zzb__ol_epc_5s5_zzb">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Workforce management</a>, click <img class="image" id="topic_pvq_cs5_zzb__d8e78" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_calendar.png" width="16">
<strong class="ph b">Scheduling</strong> in the sidebar, then select <strong class="ph b">Schedule</strong>.</span><p class="p">The schedule opens in the day view. </p>
</li>
<li class="li">Hover over an agent, group, location, or team then click the plus sign (<img class="image" id="topic_pvq_cs5_zzb__image_rgg_zql_y1c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_plus_icon.png" width="16">) icon.<p class="p"><img class="image" id="topic_pvq_cs5_zzb__image_fsy_ws5_zzb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ts_agent_schedule_by_team.png" width="400"></p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_jtc_ds5_zzb">
<h2 class="title topictitle2" id="ariaid-title4">Publishing the schedule</h2>
<div class="body">
<p class="p">After you've generated the schedule, you must publish it so that agents can see their
schedule in the Agent schedule in Zendesk.</p>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> Highlighted shifts that have a yellow dot next to an agent’s name are
unpublished.</div>
</div>
<p class="p"><strong class="ph b">To publish the schedule</strong></p>
<ol class="ol" id="topic_jtc_ds5_zzb__ol_zyv_zs5_zzb">
<li class="li">After <a class="xref" href="#topic_pvq_cs5_zzb">generating the schedule</a>,
click <strong class="ph b">Publish</strong>.</li>
<li class="li">Select the <strong class="ph b">Date range</strong> you want to publish the schedule for. You can publish your
schedule up to 90 days in the future.<p class="p"><img class="image" id="topic_jtc_ds5_zzb__image_mhw_bt5_zzb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ts_agent_schedule_publish_date_range.png" width="400"></p>
</li>
<li class="li">Click the <strong class="ph b">Agents</strong> tab and select which agents to publish the schedule for. You can
publish the schedule for all agents, individual agents, by group, team, or location.</li>
<li class="li">Click <strong class="ph b">Publish schedule</strong>.</li>
</ol>
<div class="note note">
<span class="notetitle">Note:</span> Currently, there is no specific limit on the maximum period for publishing schedules in
the future. However, exceeding a two-year period may result in performance issues.</div>
<p class="p" dir="ltr">Whenever an agent’s schedule change is published, they receive a Zendesk push
notification. </p>
<p class="p"><img class="image" id="topic_jtc_ds5_zzb__image_vln_p54_lfc" src="https://zen-marketing-assets.s3.amazonaws.com/images/wfm_changes_schedule_notification.png" width="300"></p>
<p class="p">Clicking the notification’s hyperlink takes the agent directly to their <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443374353434" target="_blank">agent schedule view</a>.</p>
<p class="p" dir="ltr">They also receive a push notification five minutes before the scheduled start
time of a new task.</p>
<p class="p"><img class="image" id="topic_jtc_ds5_zzb__image_wln_p54_lfc" src="https://zen-marketing-assets.s3.amazonaws.com/images/wfm_next_task_notification.png" width="300"></p>
<div class="p">
<div class="note attention">
<span class="attentiontitle"></span> Third-party cookies must be allowed in the browser, and pop-up
blockers must be turned off for push notifications to work. </div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_khv_fnm_bgc">
<h2 class="title topictitle2" id="ariaid-title5">Reverting published changes</h2>
<div class="body">
<p class="p" dir="ltr">You can revert the schedule to the last published version. This action applies to
a specific period and a selected set of agents, giving you control over which changes to
revert. </p>
<p class="p">You can revert your schedule up to 90 days at once.</p>
<div class="p" dir="ltr">
<div class="note attention">
<span class="attentiontitle"></span> <strong class="ph b">Tip:</strong> All changes can be tracked under the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6641426375066" target="_blank">WFM audit log</a>.</div>
</div>
<p class="p" dir="ltr"><strong class="ph b">To revert a published schedule</strong></p>
<ol class="ol" id="topic_khv_fnm_bgc__ol_y25_knm_bgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Workforce management</a>, click <img class="image" id="topic_khv_fnm_bgc__d8e78" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_calendar.png" width="16">
<strong class="ph b">Scheduling</strong> in the sidebar, then select <strong class="ph b">Schedule</strong>.</span></li>
<li class="li">Click the <strong class="ph b">Revert schedule to last published</strong> icon (<img class="image" id="topic_khv_fnm_bgc__image_vgt_4nm_bgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_revert.png" width="32">) in the top right.</li>
<li class="li">Select the <strong class="ph b">Date range</strong> you want to revert the published schedule for. <p class="p"><img class="image" id="topic_khv_fnm_bgc__image_x4w_wnm_bgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_revert_schedule.png" width="600"></p>
</li>
<li class="li">Click the <strong class="ph b">Agents</strong> tab and select which agents to revert the published schedule
for. You can revert a published schedule for all agents, individual agents, a group, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443329411994" target="_blank">team</a>, or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443329411994" target="_blank">location</a>. </li>
<li class="li">Click <strong class="ph b">Revert changes</strong>.</li>
</ol>
</div>
</div>
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