Editing your WFM schedule for multiple agents

Aftergenerating your workforce management (WFM) schedule, you can edit it as needed. Quickly make changes to many agents' schedules at once with bulk editing. You can add, edit, and delete agents' shifts, schedule and replace tasks, and add time off.


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Edit your workforce management schedule for multiple agents with bulk editing. You can add, edit, or delete shifts, schedule tasks, and manage time off. This feature helps you efficiently handle changes for many agents at once, saving time and ensuring your team’s schedule is always up-to-date. Use filters to target specific groups or agents for precise schedule adjustments.




Location: Zendesk WFM > Schedule

After generating your workforce management (WFM) schedule,
you can edit it as needed. Quickly make changes to many agents' schedules at once with bulk
editing. You can add, edit, and delete agents' shifts, schedule and replace tasks, and add
time off.
If you want to make changes to your schedule for a single agent, see Editing your WFM schedule for an agent.
This article contains the following topics:
Adding shifts
Editing shifts
Adding a task
Deleting shifts
Adding time off
Replacing tasks


Related article:

About the Schedule page
Duplicating agent schedules



Adding shifts

Edit your WFM schedule by adding shifts for multiple agents at once. When adding shifts in
bulk, you can specify the shift type, a date range, and the agents for whom the shifts are
being added.

To add shifts for multiple agents
In Workforce management, click
Schedule in the navigation bar, then select Schedule.
Click the Bulk edit menu, then select Add shifts.

In the Shifts menu, select a shift type.
Your shifts are organized by
location and include automatic, fixed, and rotating shifts. Learn more about locations and shifts.

Choose a Date range.
Optionally, select Force generate shifts for all selected days regardless of
location rules. If you select this option, the days of the week in fixed shifts
and the requirements and operational hours set in locations in automatic shifts are
not applied.

Click the Agents tab and select the agents to whom you're adding this
shift.
Click Add shifts.
Click Publish to publish the updated schedule.





Editing shifts

Edit your WFM schedule by moving shifts for multiple agents at once. When
changing shift start or end times in bulk, you can specify exact times or make relative
adjustments by adding or subtracting time.
To change shift start or end times for multiple agents

In Workforce management, click
Schedule in the navigation bar, then select Schedule.
Click the Bulk edit menu, then select Edit shifts.
Choose a date range and select the agents whose shifts you need to change.
Click Edit shifts at the bottom and select Change end time or Change
start time.

Select the tab for either Specific times or Relative adjustments.
If you selected Specific times, choose the new start or end time using the
calendar selector or the input field, then click OK.

If you selected Relative adjustments, enter a time value to add or subtract to
the current start or end time. For example, enter +00:30 to end 30 minutes later. Then
click OK.





Adding a task

Edit your WFM schedule by adding general tasks, unified agent status, or workstreams for multiple agents at once.
When adding tasks, you have the option to make them recurring. For example, you may want to
schedule recurring 1:1 meetings or trainings.

To add a task for multiple agents
In Workforce management, click
Schedule in the navigation bar, then select Schedule.
Click the Bulk edit menu, then select Add task.
From the Task menu, select a general task, unified status, or
workstream.

Choose a Date, Start time, and Duration. You can also add a
note to provide more context to agents when this task is selected.
The task
displays a white corner, and agents can see the note by hovering over it.

Keep Add task even if user has no shift scheduled for this time selected if the
task occurs outside of the shift. For example, you may want to use this option for
required meetings.
Optionally, turn on Schedule recurring task.

If you're scheduling a recurring task, select how often you want the task to repeat
and an end date.
Note: You can schedule a recurring task to occur for up to 60 days in
advance.

Click the Agents tab and select the agents to whom you're adding the task.
Click Add tasks.
Click Publish to publish the updated schedule. Agents receive a push
notification informing them of the schedule changes. Clicking the link in the
notification takes them to their schedule.







Deleting shifts

You can delete shifts for one or more agents. Save time by deleting multiple shifts at
once, instead of one at a time.
To delete shifts for multiple agents

In Workforce management, click
Schedule in the navigation bar, then select Schedule.
Click the Bulk edit menu, then select Edit shifts. The Bulk edit shifts
dialog opens. The date range you were viewing is selected by default.

Optionally, select a Date range.

Filter by Group, Location, or Team. You can select multiple groups,
locations, or teams. Alternatively, search for specific agents in the Agents
search bar.

Click Filter results. The agents’ shifts appear in a list.

Select the check box at the top of the table to select all filtered shifts. Or, select
check boxes for shifts individually.

Click Edit shifts, then Delete shifts.

Confirm you want to delete the shifts by clicking Delete shifts.
Click Publish to publish the updated schedule.




Adding time off

You can add time off for one or more agents. When you add time off in bulk, you can select
multiple dates, as well as choose between full and partial days off.
If you want to manage your agents’ time off requests, see About the Time off management page.
To add time off for multiple agents

In Workforce management, click
Schedule in the navigation bar, then select Schedule.
Click the Bulk edit menu, then select Add time off.
The Bulk add time off dialog
opens.

Select a predefined time off Reason.
For the Type, select either Full day or Partial. If you select Partial,
define the Start time and End time.


Select one or more Dates.

Click the Agents tab.
Filter the list by Group, Location, or Team. You can also select
specific agents or select all agents. For example, you may want to select all agents if
you’re scheduling time off for a holiday.


Click Add time off. The time off for the selected agents is added to your
schedule and published immediately.





Replacing tasks

Edit your WFM schedule by replacing tasks for multiple agents at once. When
replacing tasks in bulk, you can specify the original and the replacement general task or workstream, a date range, a start and end time, and the agents for
whom the task is being replaced.
To replace a task for multiple agents

In Workforce management, click
Schedule in the navigation bar, then select Schedule.
Click the Bulk edit menu, then select Replace tasks.

In the Bulk replace tasks menu, select the original general task or workstream you want
to replace.
Select a replacement general task or workstream.
Choose a date range.
Define a time range for when the task starts for each day in your selected date range.
For example, you can select October 5 to 10 between 10 AM and 11 AM. This selection finds
all tasks that start between 10 AM and 11 AM on each day within that date range.
Select the agents for whom you’re replacing the task.

(Optional) Click Filter to filter and search for team members by Group, Location,
or Team. Enter the beginning of a name to autocomplete or select from the drop-down menu.
You can select multiple groups, locations, teams, and users. Alternatively, search for
specific agents in the Team member search bar.
Click Replace tasks.
Click Publish to updated the schedule.




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