Editing your WFM schedule for multiple agents

<body>
<p id="docs-hc-snippet" style="display: none;">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.</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 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.</p>
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<div class="body">

<div class="p">
<div class="note fastpath">
<span class="fastpathtitle">Location: </span> Zendesk WFM &gt; Schedule </div>
</div>
<p class="p">After <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443348279194#topic_pvq_cs5_zzb" target="_blank">generating your workforce management (WFM) schedule</a>,
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.</p>
<p class="p">If you want to make changes to your schedule for a single agent, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6931913462042" target="_blank">Editing your WFM schedule for an agent</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_byj_tgc_v1c">Adding shifts</a></li>
<li class="li"><a class="xref" href="#topic_gl2_13c_fdc">Editing shifts</a></li>
<li class="li"><a class="xref" href="#topic_dfm_5gc_v1c">Adding a task</a></li>
<li class="li"><a class="xref" href="#topic_b3v_jyn_51c">Deleting shifts</a></li>
<li class="li"><a class="xref" href="#topic_vlr_lzn_51c">Adding time off</a></li>
<li class="li"><a class="xref" href="#topic_ttm_ctn_xgc">Replacing tasks</a></li>
</ul>
</div>
<p class="p">Related article:</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_byj_tgc_v1c">
<h2 class="title topictitle2" id="ariaid-title2">Adding shifts</h2>
<div class="body">
<p class="p">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.</p>
<div class="p">
<strong class="ph b">To add shifts for multiple agents</strong><ol class="ol" id="topic_byj_tgc_v1c__ol_evv_v3c_v1c">
<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_byj_tgc_v1c__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">Bulk edit</strong> menu, then select <strong class="ph b">Add shifts</strong>.<p class="p"><img class="image img-screenshot" id="topic_byj_tgc_v1c__image_kgg_qyn_51c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ts_schedule_bulk_edit_menu.png" width="100"></p>
</li>
<li class="li">In the <strong class="ph b">Shifts</strong> menu, select a shift type. <p class="p"><img class="image img-screenshot" id="topic_byj_tgc_v1c__image_z3j_3lc_v1c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_add_shift_bulk.png" width="300"></p>
<p class="p">Your shifts are organized by
location and include automatic, fixed, and rotating shifts. Learn more about <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443345205402" target="_blank">locations and shifts</a>.</p>
</li>
<li class="li">Choose a <strong class="ph b">Date range</strong>.</li>
<li class="li">Optionally, select <strong class="ph b">Force generate shifts for all selected days regardless of
location rules</strong>.<p class="p">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.</p>
</li>
<li class="li">Click the <strong class="ph b">Agents</strong> tab and select the agents to whom you're adding this
shift.</li>
<li class="li">Click <strong class="ph b">Add shifts</strong>.</li>
<li class="li">Click <strong class="ph b">Publish</strong> to publish the updated schedule.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_gl2_13c_fdc">
<h2 class="title topictitle2" id="ariaid-title3">Editing shifts</h2>
<div class="body">
<p class="p" dir="ltr">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.</p>
<p class="p"><strong class="ph b">To change shift start or end times for multiple agents</strong></p>
<ol class="ol" id="topic_gl2_13c_fdc__ol_irc_53c_fdc">
<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_gl2_13c_fdc__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">Bulk edit</strong> menu, then select <strong class="ph b">Edit shifts</strong>.</li>
<li class="li">Choose a date range and select the agents whose shifts you need to change.</li>
<li class="li">Click <strong class="ph b">Edit shifts</strong> at the bottom and select <strong class="ph b">Change end time</strong> or <strong class="ph b">Change
start time</strong>.<p class="p" dir="ltr"><img class="image img-screenshot" id="topic_gl2_13c_fdc__image_psf_v5c_fdc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_bulk_edit_shift_change_start_time.png" width="200"></p>
</li>
<li class="li">Select the tab for either <strong class="ph b">Specific times</strong> or <strong class="ph b">Relative adjustments</strong>.</li>
<li class="li">If you selected <strong class="ph b">Specific times</strong>, choose the new start or end time using the
calendar selector or the input field, then click <strong class="ph b">OK</strong>.<p class="p"><img class="image img-screenshot" id="topic_gl2_13c_fdc__image_lmj_sjf_y2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_bulk_edit_specific_times.png" width="200"></p>
</li>
<li class="li">If you selected <strong class="ph b">Relative adjustments</strong>, 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 <strong class="ph b">OK</strong>.<p class="p"><img class="image img-screenshot" id="topic_gl2_13c_fdc__image_b1l_lwc_fdc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_bulk_edit_relative_adjustment.png" width="400"></p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_dfm_5gc_v1c">
<h2 class="title topictitle2" id="ariaid-title4">Adding a task</h2>
<div class="body">
<p class="p">Edit your WFM schedule by adding <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443329426330" target="_blank">general tasks</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10114746509978" target="_blank">unified agent status</a>, or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443314489242" target="_blank">workstreams</a> for multiple agents at once.</p>
<p class="p">When adding tasks, you have the option to make them recurring. For example, you may want to
schedule recurring 1:1 meetings or trainings.</p>
<div class="p">
<strong class="ph b">To add a task for multiple agents</strong><ol class="ol" id="topic_dfm_5gc_v1c__ol_hcw_k2d_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_dfm_5gc_v1c__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">Bulk edit</strong> menu, then select <strong class="ph b">Add task</strong>.</li>
<li class="li">From the <strong class="ph b">Task</strong> menu, select a general task, unified status, or
workstream.<p class="p"><img class="image img-screenshot" id="topic_dfm_5gc_v1c__image_jrg_qxc_fdc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_bulk_edit_task.png" width="400"></p>
</li>
<li class="li">Choose a <strong class="ph b">Date</strong>, <strong class="ph b">Start time</strong>, and <strong class="ph b">Duration</strong>.<p class="p">You can also add a
note to provide more context to agents when this task is selected.</p>
The task
displays a white corner, and agents can see the note by hovering over it. <p class="p"><img class="image img-screenshot" id="topic_dfm_5gc_v1c__image_s2y_lhc_fdc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/agent_schedule_task_note.png" width="300"></p>
</li>
<li class="li">Keep <strong class="ph b">Add task even if user has no shift scheduled for this time</strong> selected if the
task occurs outside of the shift. For example, you may want to use this option for
required meetings.</li>
<li class="li">Optionally, turn on <strong class="ph b">Schedule recurring task</strong>.<p class="p"><img class="image img-screenshot" id="topic_dfm_5gc_v1c__image_dy3_jgd_y1c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_schedule_recurring_tasks.png" width="400"></p>
</li>
<li class="li">If you're scheduling a recurring task, select how often you want the task to repeat
and an end date. <div class="note note">
<span class="notetitle">Note:</span> You can schedule a recurring task to occur for up to 60 days in
advance.</div>
</li>
<li class="li">Click the <strong class="ph b">Agents</strong> tab and select the agents to whom you're adding the task.</li>
<li class="li">Click <strong class="ph b">Add tasks</strong>.</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_dfm_5gc_v1c__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-title5" class="topic nested1" id="topic_b3v_jyn_51c">
<h2 class="title topictitle2" id="ariaid-title5">Deleting shifts</h2>
<div class="body">
<p class="p">You can delete shifts for one or more agents. Save time by deleting multiple shifts at
once, instead of one at a time.</p>
<p class="p"><strong class="ph b">To delete shifts for multiple agents</strong></p>
<ol class="ol" id="topic_b3v_jyn_51c__ol_osz_myn_51c">
<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_b3v_jyn_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 <strong class="ph b">Bulk edit</strong> menu, then select <strong class="ph b">Edit shifts</strong>.<p class="p">The Bulk edit shifts
dialog opens. The date range you were viewing is selected by default.</p>
</li>
<li class="li">Optionally, select a <strong class="ph b">Date range</strong>.<p class="p"><img class="image img-screenshot" id="topic_b3v_jyn_51c__image_krb_tyn_51c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ts_bulk_edit_shifts.png" width="500"></p>
</li>
<li class="li">Filter by <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828237722" target="_blank">Zendesk default <strong class="ph b">Group</strong></a>, <strong class="ph b">Location</strong>, or
<strong class="ph b">Team</strong>. You can select multiple groups, locations, or teams.<p class="p">Alternatively,
search for specific agents in the <strong class="ph b">Agents</strong> search bar.</p>
</li>
<li class="li">Click <strong class="ph b">Filter results</strong>.<p class="p">The agents’ shifts appear in a list.</p>
</li>
<li class="li">Select the check box at the top of the table to select all filtered shifts. Or, select
check boxes for shifts individually.<p class="p"><img class="image img-screenshot" id="topic_b3v_jyn_51c__image_jxf_dzn_51c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ts_schedule_bulk_edit_shifts_checkbox.png" width="500"></p>
</li>
<li class="li">Click <strong class="ph b">Edit shifts</strong>, then <strong class="ph b">Delete shifts</strong>.<p class="p"><img class="image img-screenshot" id="topic_b3v_jyn_51c__image_y1x_fzn_51c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ts_schedule_edit_shifts_delete_menu.png" width="200"></p>
</li>
<li class="li">Confirm you want to delete the shifts by clicking <strong class="ph b">Delete shifts</strong>.</li>
<li class="li">Click <strong class="ph b">Publish</strong> to publish the updated schedule.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_vlr_lzn_51c">
<h2 class="title topictitle2" id="ariaid-title6">Adding time off</h2>
<div class="body">
<p class="p">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.</p>
<p class="p">If you want to manage your agents’ time off requests, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7274514867866" target="_blank">About the Time off management page</a>.</p>
<p class="p"><strong class="ph b">To add time off for multiple agents</strong></p>
<ol class="ol" id="topic_vlr_lzn_51c__ol_d1t_gdb_v1c">
<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_vlr_lzn_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 <strong class="ph b">Bulk edit </strong>menu, then select <strong class="ph b">Add time off</strong>.<p class="p"><img class="image img-screenshot" id="topic_vlr_lzn_51c__image_lds_3db_v1c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ts_schedule_bulk_edit_menu.png" width="100"></p>
<p class="p">The Bulk add time off dialog
opens.</p>
</li>
<li class="li">Select a predefined time off <strong class="ph b">Reason</strong>.</li>
<li class="li">For the Type, select either <strong class="ph b">Full day</strong> or <strong class="ph b">Partial</strong>.<p class="p">If you select Partial,
define the <strong class="ph b">Start time</strong> and <strong class="ph b">End time</strong>.</p>
<p class="p"><img class="image img-screenshot" id="topic_vlr_lzn_51c__image_vkm_4db_v1c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ts_schedule_bulk_time_off_partial.png" width="400"></p>
</li>
<li class="li">Select one or more <strong class="ph b">Dates</strong>.<p class="p"><img class="image img-screenshot" id="topic_vlr_lzn_51c__image_td4_vdb_v1c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ts_schedule_bulk_time_off_dates.png" width="400"></p>
</li>
<li class="li">Click the <strong class="ph b">Agents</strong> tab.</li>
<li class="li">Filter the list by <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828237722" target="_blank">Zendesk default <strong class="ph b">Group</strong></a>, <strong class="ph b">Location</strong>, or <strong class="ph b">Team</strong>.
You can also select specific agents or select all agents.<p class="p">For example, you may want to
select all agents if you’re scheduling time off for a holiday.</p>
<p class="p"><img class="image" id="topic_vlr_lzn_51c__image_nn4_gf5_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_bulk_add_time_off.png" width="400"></p>
</li>
<li class="li">Click <strong class="ph b">Add time off</strong>.<p class="p">The time off for the selected agents is added to your
schedule and published immediately.</p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_ttm_ctn_xgc">
<h2 class="title topictitle2" id="ariaid-title7">Replacing tasks</h2>
<div class="body">
<p class="p" dir="ltr">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443329426330" target="_blank">general task</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443314489242" target="_blank">workstream</a>, a date range, a start and end time, and the agents for
whom the task is being replaced.</p>
<p class="p" dir="ltr"><strong class="ph b">To replace a task for multiple agents</strong></p>
<ol class="ol" id="topic_ttm_ctn_xgc__ol_agc_gtn_xgc">
<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_ttm_ctn_xgc__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">Bulk edit </strong>menu, then select <strong class="ph b">Replace tasks</strong>.<p class="p"><img class="image" id="topic_ttm_ctn_xgc__image_np1_tw4_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_schedule_bulk_edit_menu.png" width="100"></p>
</li>
<li class="li">In the Bulk replace tasks menu, select the original general task or workstream you want
to replace.</li>
<li class="li">Select a replacement general task or workstream.</li>
<li class="li">Choose a date range.</li>
<li class="li">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.</li>
<li class="li">Select the agents for whom you’re replacing the task.<p class="p"><img class="image" id="topic_ttm_ctn_xgc__image_szs_r1p_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_bulk+replace+tasks.png" width="800"></p>
</li>
<li class="li">(Optional) Click <strong class="ph b">Filter</strong> to filter and search for team members by <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828237722" target="_blank">Zendesk default groups</a>, 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.</li>
<li class="li">Click <strong class="ph b">Replace tasks</strong>.</li>
<li class="li">Click <strong class="ph b">Publish</strong> to updated the schedule. </li>
</ol>
</div>
</div>
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