Editing your WFM schedule for an agent

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<p id="docs-hc-snippet" style="display: none;">Aftergenerating your workforce management (WFM) schedule, you can edit it by modifying an agent's shift. When editing an agent's shifts you'll have options such as replacing tasks or changing the shift start or end time. Additionally, you can copy and paste one agent's shift to another agent.</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">Edit your WFM schedule by modifying an agent's shift or copying and pasting shifts between agents. You can adjust shift start and end times, replace tasks, and add notes for context. Use the split task feature or resize tasks in 15-minute increments. After making changes, publish the updates to notify agents of their new schedules.</p>
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<div class="body">
<p class="p">After <a class="xref" href="https://support.tymeshift.com/hc/en-us/articles/10710632044819#GenerateAutomatedSchedule" target="_blank">generating your workforce management (WFM) schedule</a>,
you can edit it by modifying an agent's shift. When editing an agent's shifts you'll have
options such as replacing tasks or changing the shift start or end time. Additionally, you can
copy and paste one agent's shift to another agent.</p>
<p class="p">To edit your WFM schedule in bulk, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443365957274" target="_blank">Editing your WFM schedule for multiple agents</a>.</p>
<div class="p">This article contains the following topics:<ul class="ul" id="topic-1__ul_hsv_2zh_hzb">
<li class="li"><a class="xref" href="#topic_n35_jwn_51c">Modifying an agent's shift</a></li>
<li class="li"><a class="xref" href="#topic_isc_lwn_51c">Copying and pasting shifts</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 Schedule page</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9474004874010" target="_blank">Duplicating agent schedules</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_n35_jwn_51c">
<h2 class="title topictitle2" id="ariaid-title2">Modifying an agent's shift</h2>
<div class="body">
<p class="p">You can edit an agent's shift from the Schedule page. Modifying an agent's shift gives you
the flexibility to quickly make changes without editing the structure of your shifts. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443345205402" target="_blank">Setting up locations and shifts</a> to learn more about creating
shifts. </p>
<p class="p">The schedule's day view opens by default. You can switch to the weekly or monthly view by
clicking the Day menu above the schedule and selecting the desired view.</p>
<div class="p">
<strong class="ph b">To modify an agent's shift</strong><ol class="ol" id="topic_n35_jwn_51c__ol_g4c_bc2_y1c">
<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_n35_jwn_51c__d8e91" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_calendar.png" width="16">
<strong class="ph b">Schedule</strong> in the navigation bar, then select <strong class="ph b">Schedule</strong>.</span></li>
<li class="li">Locate the agent whose schedule you want to edit and click a <strong class="ph b">Task</strong>.<p class="p">A menu
opens where you can make edits. The menu has a number of different options for editing
an agent's shift.</p>
<p class="p"><img class="image img-screenshot" id="topic_n35_jwn_51c__image_pkj_ybc_fdc" src="https://zen-marketing-documentation.s3.us-west-1.amazonaws.com/docs/en/wfm_schedule_edit_task.png" width="300"></p>
</li>
<li class="li">Click in the time fields to change the start or end time.<p class="p">Alternatively, click
<strong class="ph b">Duration</strong> to change the length of the task's time.</p>
<p class="p">You can also add a
note to provide more context to agents when this task is selected. </p>
<p class="p">The task
displays a white corner and agents can see the note by hovering over it. </p>
<p class="p"><img class="image img-screenshot" id="topic_n35_jwn_51c__image_jg3_hhc_fdc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/agent_schedule_task_note.png" width="300"></p>
</li>
<li class="li">Click the task menu to change the general task, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10114746509978" target="_blank">unified agent status</a>, or workstream.<div class="note note">
<span class="notetitle">Note:</span> If a workstream
appears dimmed, then the agent isn't assigned to it. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443314489242#topic_br5_tjz_11c" target="_blank">Creating workstreams</a> to assign an agent to a
workstream.</div>
</li>
<li class="li">Click the (<img class="image" id="topic_n35_jwn_51c__image_obh_pf2_y1c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_split_shift_icon.png" width="16">) icon to split the task in half.</li>
<li class="li">Click the options icon (<img class="image" id="topic_n35_jwn_51c__image_erx_gg2_y1c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_horizontal.png" width="16">) to open the More actions menu.<p class="p"><img class="image img-screenshot" id="topic_n35_jwn_51c__image_nyn_pg2_y1c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_schedule_edit_more_actions_menu.png" width="300"></p>
</li>
<li class="li">To resize current tasks, grab the beginning or end of a task and drag to the desired
position. When you resize tasks, you're adding 15 minute increments each time you drag
the task.</li>
<li class="li">To delete current tasks, grab the beginning or end of a task and drag it to cover the
previous or next task in the agent's shift.</li>
<li class="li">Depending on how you have edited the agent's shift, click <strong class="ph b">Save</strong>.</li>
<li class="li">When you're done making edits, click <strong class="ph b">Publish</strong>.<p class="p">Agents receive a push
notification informing them of the schedule changes. Clicking the link in the
notification takes them to their <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443374353434" target="_blank">schedule</a>.</p>
<p class="p"><img class="image img-screenshot" id="topic_n35_jwn_51c__image_z4r_55j_1fc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_agent_schedule_notification.png" width="400"></p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_isc_lwn_51c">
<h2 class="title topictitle2" id="ariaid-title3">Copying and pasting shifts</h2>
<div class="body">
<div class="p">You can copy an agent's existing shift and paste it into another agent's shift from your
schedule's day, week, or month views.<div class="note note">
<span class="notetitle">Note:</span> If you copy and paste a shift to an agent that
isn't assigned to all of the workstreams in the copied shift, the workstreams are replaced
with workstreams to which the agent is assigned.</div>
</div>
<div class="p">
<strong class="ph b">To copy and paste a shift</strong><ol class="ol" id="topic_isc_lwn_51c__ol_ov3_pj2_y1c">
<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_isc_lwn_51c__d8e91" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_calendar.png" width="16">
<strong class="ph b">Schedule</strong> in the navigation bar, then select <strong class="ph b">Schedule</strong>.</span></li>
<li class="li">Locate the agent whose schedule you want to copy, select a task in the agent's shift,
and right click the task to open the menu.</li>
<li class="li">Select <strong class="ph b">Copy shift</strong>.</li>
<li class="li">Hover over the agent whose schedule you want to paste the copied shift to and click
the <strong class="ph b">Paste shift</strong> icon (<img class="image" id="topic_isc_lwn_51c__image_ud1_kk2_y1c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_schedule_paste_shift_icon.png" width="16">) next to the agent's name.<p class="p">If the agent has an existing shift, it's
replaced with the copied shift, including the copied shift's start time.</p>
<p class="p">To keep
the agent's existing shift's start time, click the agent's shift and select <strong class="ph b">Paste
shift over</strong> from the menu</p>
</li>
<li class="li">Click <strong class="ph b">Publish</strong>.</li>
</ol>
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