Importing and exporting your WFM schedules

You can import your existing schedules into Zendesk Workforce management (WFM). You can also export a CSV of your schedules.


What's my plan?







Add-on

Workforce Management (WFM) or Workforce Engagement Management (WEM)







Summary: ◀▼
You can import existing schedules using a CSV template that requires exact agent name and email matches. Imported schedules overwrite shifts starting the same day but don't remove overlapping overnight shifts or existing time off. You can also export schedules by selecting date ranges and agents, receiving the export via email. Ensure schedules exist for the chosen date range to avoid empty exports.




You can import your existing schedules into Zendesk Workforce management (WFM). You can also
export a CSV of your schedules.
This article contains the following topics:


About importing a schedule
Importing a schedule
Exporting a schedule




About importing a schedule

Note the following key information before you import a schedule:

Time off that's imported isn't overwritten during the schedule import and can result in
two or more layers of time off in the same period.
TimeOffType accepts only full-day and partial values.
All shifts are overwritten if they start on the same day UTC.
If there are overlaps due to overnight shifts, the import doesn't delete the previous
day's schedule but will create overlaps.
When filling out the Import template, ensure that the agents' names and emails match
exactly in Zendesk WFM. You may want to export your list of agents. Note that fields are case-sensitive.





Importing a schedule

To import a schedule

In Workforce management, click
Scheduling in the sidebar, then select Schedule.
Click the CSV icon.
Select Import schedule.
Click Schedule import template. When you click this button, two template files
can be downloaded:
The Schedule import template file, that contains an example of how your
CSV should be formatted.
The Task field keys file, that contains the IDs of all your tasks:
Workstreams

General tasks or unified agent statuses (both listed as
generalTask)
Time off reasons.





Upload your CSV file.
Click Import schedule.




Exporting a schedule

To export a schedule

In Workforce management, click
Scheduling in the sidebar, then select Schedule.
Click the CSV icon.
Select Export Schedule.
Choose if you want to export the Published schedule or Draft version.
Select a Date range.
Click the Agents tab, then select the agents whose schedule you want to
export.
Click Export schedule. The export is sent to your email when it's
complete.




Note: If there's no schedule entered or the schedule is not published, the export downloads
without any data for the selected date range and users. Make sure that the date range
you're exporting has a draft version or schedule available.



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