Accessing and understanding your WFM Schedule page

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<p id="docs-hc-snippet" style="display: none;">From the Zendesk Workforce management (WFM) Schedule page, admins can generate, edit, and publish agent schedules.</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-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You can manage agent schedules by generating, editing, and publishing shifts while viewing past and future schedules by day, week, or month. Use filters and search to find agents, identify unpublished shifts, and monitor staffing gaps with panels and charts showing required versus scheduled staffing. This helps balance workloads and allocate resources effectively based on forecasted needs and historic ticket volume.</p>
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<div class="p">
<div class="note fastpath">
<span class="fastpathtitle">Location: </span> Zendesk WFM &gt; Schedule </div>
</div>
<p class="p" dir="ltr">From the Zendesk Workforce management (WFM) Schedule page, admins can generate,
edit, and publish agent schedules.</p>
<p class="p" dir="ltr">This page lists the schedules for all agents, but you can filter the list or search
for agents by name. From this page, you can also view past and future schedules by day, week,
and month and use the staffing panels to identify gaps in your staffing and scheduling.</p>
<div class="p">This article contains the following topics:<ul class="ul" id="topic-1__ul_ls5_5tl_y1c">
<li class="li"><a class="xref" href="#topic_azy_b5l_y1c">Accessing the Schedule page</a></li>
<li class="li"><a class="xref" href="#topic_p5v_n5l_y1c">Understanding the schedule</a></li>
<li class="li"><a class="xref" href="#topic_qnd_2sl_k2c">Navigating the schedule</a></li>
<li class="li"><a class="xref" href="#topic_qym_fsl_k2c">Identifying unpublished shifts</a></li>
<li class="li"><a class="xref" href="#topic_i1n_gsl_k2c">Accessing staffing panels, menus, and
charts</a></li>
</ul>
</div>
<p class="p">Related articles</p>
<ul class="ul" id="topic-1__ul_p3k_xtl_y1c">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443348279194" target="_blank">Generating and publishing your WFM schedule</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443365957274" target="_blank">Editing your WFM schedule</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6457209788442" target="_blank">Zendesk Workforce management (WFM) resources</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_azy_b5l_y1c">
<h2 class="title topictitle2" id="ariaid-title2">Accessing the Schedule page</h2>
<div class="body">
<p class="p">You must be an admin to access the Schedule page.</p>
<div class="p">
<strong class="ph b" id="topic_azy_b5l_y1c__docs-internal-guid-556c6059-7fff-4734-99b8-10e25653116e">To access the Schedule
page</strong><ul class="ul" id="topic_azy_b5l_y1c__ul_fps_f5l_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_azy_b5l_y1c__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>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_p5v_n5l_y1c">
<h2 class="title topictitle2" id="ariaid-title3">Understanding the schedule</h2>
<div class="body">
<p class="p">The Schedule page lists all agents sorted by their <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828237722" target="_blank">default Zendesk groups</a>. You can quickly change agents’ schedules
from this page without having to edit the structure of your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443345205402" target="_blank">shifts</a>. When you change agents’ shifts, the page provides an
overview of which shifts are published and which aren’t.</p>
<p class="p">Additionally, the Schedule page displays various staffing panels, menus, and charts that
help you highlight gaps in your staffing.</p>
<p class="p"><img class="image" id="topic_p5v_n5l_y1c__image_x1x_cbq_hdc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_schedule_overview.png" width="600"></p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_qnd_2sl_k2c">
<h2 class="title topictitle2" id="ariaid-title4">Navigating the schedule</h2>
<div class="body">
<p class="p" dir="ltr">There are numerous ways you can interact with the Schedule page to find
information about past, present, and future schedules. Specifically, you can sort, filter,
and search the schedule in the following ways:</p>
<div class="p">
<ul class="ul" id="topic_qnd_2sl_k2c__ul_rnd_2sl_k2c">
<li class="li">Use the search box above the agents list to search for a specific agent by name or
email address.</li>
<li class="li">Use the date picker to view the schedule for a specific date.</li>
<li class="li">Use the view menu, next to the date picker, to switch between viewing schedules for a
specific day (default), week, or month.</li>
<li class="li">Use the filter menu 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>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443329411994" target="_blank">location</a>, or to list all agents. When filtering by group,
agents are organized by their <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828237722" target="_blank">default Zendesk groups</a>. </li>
<li class="li">Use the Sort agents button to list agents by name or shift start time. <div class="note attention">
<span class="attentiontitle"></span> The <em class="ph i">Sort by shift start time </em>option applies only to the Day
view of the schedule, as shifts can start at different times each day.</div>
<p class="p"><img class="image" id="topic_qnd_2sl_k2c__image_snd_2sl_k2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_schedule_sort.png" width="600"></p>
<p class="p">This selection is saved and applies to
all folders. When you leave and return to the Schedule page, your last saved sorting
selection is applied.</p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_qym_fsl_k2c">
<h2 class="title topictitle2" id="ariaid-title5">Identifying unpublished shifts</h2>
<div class="body">
<p class="p" dir="ltr">When you edit shifts in your schedule, your changes are saved, but you must <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443348279194#topic_jtc_ds5_zzb" target="_blank">publish them</a> for agents to see the updates.</p>
<p class="p" dir="ltr">Unpublished shifts are highlighted and a yellow dot appears next to the agent's
name to indicate they have unpublished shift updates.</p>
<ul class="ul" id="topic_qym_fsl_k2c__ul_rym_fsl_k2c">
<li class="li">
<strong class="ph b">Day</strong> view:<p class="p"><img class="image" id="topic_qym_fsl_k2c__image_sym_fsl_k2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_schedule_unpublished_day.png" width="500"></p>
</li>
<li class="li">
<strong class="ph b">Week</strong> view:<p class="p"><img class="image" id="topic_qym_fsl_k2c__image_tym_fsl_k2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_schedule_unpublished_week.png" width="500"></p>
</li>
<li class="li">
<strong class="ph b">Month</strong> view:<p class="p"><img class="image" id="topic_qym_fsl_k2c__image_uym_fsl_k2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_schedule_unpublished_month.png" width="500"></p>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_i1n_gsl_k2c">
<h2 class="title topictitle2" id="ariaid-title6">Accessing staffing panels, menus, and charts</h2>
<div class="body">
<div class="p">
<div class="note attention">
<span class="attentiontitle"></span> The staffing panel week and month views are currently in an early
access program (EAP). You can <a class="xref" href="https://docs.google.com/forms/d/e/1FAIpQLScyeTnJSIhVLA2EPAZRCabS8TQAKrAJ3aHONps_1BA0CnQx_w/viewform" target="_blank">sign up for the EAP here</a>.</div>
The Schedule page
provides a comprehensive overview of daily staffing needs through various panels, menus, and
charts. This makes it easier for admins to identify gaps in staffing for specific days and
enhances their ability to manage staffing efficiently, with balanced workloads and resources
allocation.</div>
<p class="p">In the schedule day view, the staffing panel displays the Full-Time Equivalent (FTE)
prediction as the number of staff members required to handle the estimated workload. This
allows for a clear understanding of the expected daily staffing requirements based on
historic ticket volume. </p>
<p class="p">(EAP only) The staffing panels for the week and month views display staffing needs in
hours, which provides a broader perspective on resource allocation over time. The Agents
column shows how many people are scheduled for the workstream at least once in the
corresponding period. For example, if an agent has a task scheduled that takes 5 minutes,
they are counted as +1 in the Agents column for that period. Regardless of an agent’s tasks
within the schedule, agents are only counted once per period in the staffing panel.</p>
<p class="p"><strong class="ph b">To access staffing panels, menus, and charts</strong></p>
<ol class="ol" id="topic_i1n_gsl_k2c__ol_j1n_gsl_k2c">
<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_i1n_gsl_k2c__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">Use the date picker to view schedules for a specific <strong class="ph b">Day</strong>.<p class="p">If you're
participating in the <a class="xref" href="https://support.zendesk.com/hc/en-us/community/topics/9015877275930" target="_blank">staffing panel week and month view EAP</a>, use the
date picker to switch to a week or month view.</p>
</li>
<li class="li">Depending on your configuration click either the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7069811858586" target="_blank"><strong class="ph b">General tasks</strong></a> panel (<img class="image" id="topic_i1n_gsl_k2c__image_bbf_zrr_c3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_general_tasks_icon.png" width="16">) icon or the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10114746509978" target="_blank"><strong class="ph b">Unified agent status</strong></a> panel. <p class="p">The panel opens at the
bottom of the page, where you can view detailed information about scheduled general
tasks or agent statuses, as well as time off reasons.</p>
<p class="p"><img class="image img-screenshot" id="topic_i1n_gsl_k2c__image_ek5_ckn_3fc" src="https://zen-marketing-documentation.s3.us-west-1.amazonaws.com/docs/en/wfm_staffingpanel_general_tasks_1.png" width="600"></p>
</li>
<li class="li">Click the <strong class="ph b">Workstreams staffing panel </strong>( <img class="image" id="topic_i1n_gsl_k2c__image_l1n_gsl_k2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_trend_chart_icon.png" width="16">) icon in the upper left corner of the page.<p class="p">The
panel opens at the bottom of the page, where you can view a detailed list of your <a class="xref" href="https://support.tymeshift.com/hc/en-us/articles/10679984897043" target="_blank">workstreams</a>.</p>
<p class="p"><img class="image img-screenshot" id="topic_i1n_gsl_k2c__image_z4m_qkn_3fc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_staffingpanels_workstreams1.png" width="600"></p>
</li>
<li class="li">From the Workstreams staffing panel, click the <strong class="ph b">Scheduled staffing</strong> menu located in
the bottom right corner.<p class="p"><img class="image" id="topic_i1n_gsl_k2c__image_m1n_gsl_k2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_schedule_staffing_menu.png" width="150"></p>
From this menu, you can view your schedule
with the following options:<ul class="ul" id="topic_i1n_gsl_k2c__ul_n1n_gsl_k2c">
<li class="li">
<strong class="ph b">Scheduled staffing</strong>: Displays the number of agents scheduled for each
workstream, and general task or agent status per day.<p class="p" dir="ltr">For combined
workstreams, it shows the exact number of people scheduled.</p>
<p class="p" dir="ltr">If
you’re using the <a class="xref" href="https://support.zendesk.com/hc/en-us/community/topics/9015877275930" target="_blank">staffing panel week and month view (EAP</a>),
this option also displays total hours per week or month, depending on the selected
date view.</p>
</li>
<li class="li">
<strong class="ph b">Required staffing</strong>: Displays the number of agents <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9858048119194" target="_blank">forecasted</a> for each workstream.</li>
<li class="li">
<strong class="ph b">Net staffing</strong>: Displays the difference between the number of agents forecasted
compared to the number of agents scheduled. A positive (+) value indicates
overstaffing of scheduled agents, while a negative (-) value indicates understaffing
compared to the forecasted FTE.</li>
<li class="li">
<strong class="ph b">Charts</strong>: Provides a more comprehensive chart view of how many agents are
scheduled, how many agents are forecasted to work, and your shrinkage per day.</li>
<li class="li">
<strong class="ph b">Smart highlighting</strong>: Highlights cells where there are fewer agents scheduled
than needed or where there are too many scheduled.</li>
</ul>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> Required staffing, net staffing, and smart highlighting are not available for
combined workstreams at this time.</div>
</div>
</li>
</ol>
</div>
</div>
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