Duplicating agent schedules

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<p id="docs-hc-snippet" style="display: none;">As an admin, aftergenerating your workforce management (WFM) schedule, you can copy an existing week's schedule into a selected week ahead for one agent or a team of agents. This allows you to use a schedule as a template for future duplication, saving you time.</p>
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<p id="docs-ai-summary-content">Admins can duplicate weekly schedules for teams or individual agents, using past schedules as templates for future weeks. This feature allows you to copy schedules up to one month back and apply them up to two years ahead. When duplicating, existing shifts in the target week are replaced with the copied ones. After duplication, publish the updated schedule to notify agents of changes.</p>
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<div class="p">
<div class="note fastpath">
<span class="fastpathtitle">Location: </span> Zendesk WFM &gt; Schedule</div>
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<p class="p" dir="ltr">As an admin, 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 copy an existing week's schedule into a selected week ahead for one agent or a team of
agents. This allows you to use a schedule as a template for future duplication, saving you
time.</p>
<p class="p" dir="ltr">This article contains the following topics:</p>
<ul class="ul" id="topic-1__ul_tt4_snk_yfc">
<li class="li" dir="ltr"><a class="xref" href="#topic_n35_jwn_51c">Duplicating a team's weekly
schedule </a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_isc_lwn_51c">Duplicating an agent's weekly
schedule</a></li>
</ul>
<p class="p" dir="ltr">Related article:</p>
<ul class="ul" id="topic-1__ul_ut4_snk_yfc">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443348256794" target="_blank">About the Schedule page</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_n35_jwn_51c">
<h2 class="title topictitle2" id="ariaid-title2">Duplicating a team's weekly schedule</h2>
<div class="body">
<p class="p" dir="ltr">You can duplicate an existing team's weekly schedule by copying it up to one
month in the past from the current date and duplicating it into a future week, up to two
years ahead.</p>
<p class="p" dir="ltr">If the team’s agents have multiple shifts, the copy will be exact, and all shifts
will be duplicated. If the selected week you paste into already has assigned shifts, those
shifts will be removed and replaced with the copied shifts.</p>
<div class="p">
<strong class="ph b">To duplicate an existing team's weekly schedule</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__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 date menu to switch to <strong class="ph b">Week</strong> view, then use the date picker to select
the week you want to duplicate.<p class="p"><img class="image" id="topic_n35_jwn_51c__image_fxh_f4k_yfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ts_schedule_date_view.png" width="400"></p>
</li>
<li class="li">Click the options menu (<img class="image" id="topic_n35_jwn_51c__image_jry_j4k_yfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_options_vertical.png" width="10">) next to the group, team, or location from which
you want to duplicate the weekly schedule, and select <strong class="ph b">Duplicate schedules</strong>.<div class="note attention">
<span class="attentiontitle"></span> <strong class="ph b">Tip: </strong>
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443348256794#topic_qnd_2sl_k2c" target="_blank">Use the filter menu</a> above the agent list to
filter agents by group (default), <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>. </div>
<p class="p"><img class="image" id="topic_n35_jwn_51c__image_adv_gvl_zfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_team_duplicate_schedule.png" width="400"></p>
</li>
<li class="li">A pop-up message indicates the number of scheduled shifts being duplicated from that
team of agents.<p class="p"><img class="image" id="topic_n35_jwn_51c__image_myk_trk_yfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_team_duplicate_schedules_nr.png" width="300"></p>
<p class="p" dir="ltr">Under <strong class="ph b">Week</strong>, use the
calendar date picker to select the week in which you want to duplicate the schedules
of your selected team, group, or location.</p>
<p class="p" dir="ltr">If the selected week
already has assigned shifts, those shifts will be removed and replaced with the copied
shifts.</p>
</li>
<li class="li">Click <strong class="ph b">Duplicate</strong>.<p class="p" dir="ltr">Once the paste completes, you'll receive a
confirmation message.</p>
<img class="image" id="topic_n35_jwn_51c__image_z1y_spt_n3c" src="https://zen-marketing-documentation.s3.us-west-1.amazonaws.com/docs/en/wfm_schedule_dup_success.png" width="850">
</li>
<li class="li">Click <strong class="ph b">Publish</strong> to publish the updated schedule.<p class="p">Agents will 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_nzw_tvk_yfc" 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">Duplicating an agent's weekly schedule</h2>
<div class="body">
<p class="p" dir="ltr">You can duplicate an agent's weekly schedule by copying it up to one month in the
past from the current date and duplicating it into a future week, up to two years ahead, for
the same or another agent.</p>
<p class="p" dir="ltr">If the agent has multiple shifts, the copy will be exact, and all shifts will be
duplicated. If the selected week you paste into has assigned shifts, those shifts will be
removed and replaced with the copied shifts.</p>
<div class="p">
<strong class="ph b">To duplicate an agent's weekly schedule</strong><ol class="ol" id="topic_isc_lwn_51c__ol_exx_psk_yfc">
<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__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 date menu to switch to <strong class="ph b">Week</strong> view, then use the date picker to select
the week you want to duplicate..<p class="p"><img class="image" id="topic_isc_lwn_51c__image_fxx_psk_yfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ts_schedule_date_view.png" width="800"></p>
</li>
<li class="li">Click the options menu (<img class="image" id="topic_isc_lwn_51c__image_gxx_psk_yfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_options_vertical.png" width="10">) next to the agent whose weekly schedule you want
to duplicate, and select <strong class="ph b">Duplicate schedule</strong>.<div class="note attention">
<span class="attentiontitle"></span> <strong class="ph b">Tip: </strong>
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443348256794#topic_qnd_2sl_k2c" target="_blank">Use the filter menu</a> above the agent list to
filter agents by group (default), <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>, or to list all agents. </div>
<p class="p"><img class="image" id="topic_isc_lwn_51c__image_hbb_dzl_zfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_duplicate_agent_schedule_option.png" width="800"></p>
</li>
<li class="li">Under <strong class="ph b">Agent</strong>, select the agent to whom you want to duplicate the
schedule.<p class="p"><img class="image" id="topic_isc_lwn_51c__image_kyx_k5k_yfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_agent_duplicate_schedule_picker.png" width="400"></p>
</li>
<li class="li">Under <strong class="ph b">Week</strong>, use the calendar date picker to select the week where you want to
duplicate your previously selected agent’s weekly schedule.<p class="p" dir="ltr">If the selected
week already has assigned shifts, those shifts will be removed and replaced with the
copied shifts.</p>
</li>
<li class="li">Click <strong class="ph b">Duplicate</strong>.<p class="p" dir="ltr">If the workstreams in the original agent's weekly
schedule are not assigned to the agent selected for duplication, a pop-up displays
options to <strong class="ph b">Cancel</strong> or <strong class="ph b">Duplicate and replace</strong>. Selecting Duplicate replaces
the agent's workstreams with those assigned to the original agent.</p>
<img class="image" id="topic_isc_lwn_51c__image_qwl_x5k_yfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_duplicate_schedule_no_workstream.png" width="400"><p class="p" dir="ltr">After the paste completes, you'll
receive a confirmation message.</p>
<p class="p"><img class="image" id="topic_isc_lwn_51c__image_nx5_1qt_n3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_duplicate_agent_schedule.png" width="850"></p>
</li>
<li class="li">Click <strong class="ph b">Publish</strong> to publish the updated schedule.<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_isc_lwn_51c__image_mzr_nvk_yfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_agent_schedule_notification.png" width="400"></p>
</li>
</ol>
</div>
</div>
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