Importing and exporting your WFM schedules

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<p id="docs-hc-snippet" style="display: none;">You can import your existing schedules into Zendesk Workforce management (WFM). You can also export a CSV of your 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 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.</p>
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<p class="p">You can import your existing schedules into Zendesk Workforce management (WFM). You can also
export a CSV of your schedules. </p>
<p class="p">This article contains the following topics:</p>
<div class="p">
<ul class="ul" id="topic-1__ul_dbj_hhb_1dc">
<li class="li"><a class="xref" href="#topic_dtj_gnb_qjc">About importing a schedule</a></li>
<li class="li"><a class="xref" href="#topic_xgy_3nb_qjc">Importing a schedule</a></li>
<li class="li"><a class="xref" href="#topic_ig5_4nb_qjc">Exporting a schedule</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_dtj_gnb_qjc">
<h2 class="title topictitle2" id="ariaid-title2">About importing a schedule</h2>
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<p class="p">Note the following key information before you import a schedule:</p>
<ul class="ul" id="topic_dtj_gnb_qjc__ul_g3m_3nb_qjc">
<li class="li">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. </li>
<li class="li">TimeOffType accepts only full-day and partial values.</li>
<li class="li">All shifts are overwritten if they start on the same day UTC. </li>
<li class="li">If there are overlaps due to overnight shifts, the import doesn't delete the previous
day's schedule but will create overlaps.</li>
<li class="li">When filling out the Import template, ensure that the agents' names and emails match
exactly in Zendesk WFM. You may want to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7446311222042" target="_blank">export your list of agents</a>. Note that fields are case-sensitive.
</li>
</ul>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_xgy_3nb_qjc">
<h2 class="title topictitle2" id="ariaid-title3">Importing a schedule</h2>
<div class="body">
<p class="p"><strong class="ph b">To import a schedule</strong></p>
<ol class="ol" id="topic_xgy_3nb_qjc__ol_xhv_mnb_qjc">
<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_xgy_3nb_qjc__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">CSV </strong>icon.</li>
<li class="li">Select <strong class="ph b">Import schedule</strong>.</li>
<li class="li">Click<strong class="ph b"> Schedule import template</strong>.<div class="p">When you click this button, two template files
can be downloaded:<ul class="ul" id="topic_xgy_3nb_qjc__ul_yhv_mnb_qjc">
<li class="li" dir="ltr">The Schedule import template file, that contains an example of how your
CSV should be formatted. </li>
<li class="li" dir="ltr">The Task field keys file, that contains the IDs of all your tasks:<ul class="ul" id="topic_xgy_3nb_qjc__ul_zhv_mnb_qjc">
<li class="li" dir="ltr">Workstreams</li>
<li class="li" dir="ltr">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443329426330" target="_blank">General tasks</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10114746509978" target="_blank">unified agent statuses</a> (both listed as
<em class="ph i">generalTask</em>)</li>
<li class="li" dir="ltr">Time off reasons.</li>
</ul>
</li>
</ul>
</div>
</li>
<li class="li">Upload your CSV file.</li>
<li class="li">Click <strong class="ph b">Import schedule</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_ig5_4nb_qjc">
<h2 class="title topictitle2" id="ariaid-title4">Exporting a schedule</h2>
<div class="body">
<p class="p"><strong class="ph b">To export a schedule</strong></p>
<ol class="ol" id="topic_ig5_4nb_qjc__ol_uvt_tnb_qjc">
<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_ig5_4nb_qjc__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">CSV </strong>icon.</li>
<li class="li">Select <strong class="ph b">Export Schedule</strong>.</li>
<li class="li">Choose if you want to export the <strong class="ph b">Published schedule</strong> or <strong class="ph b">Draft version</strong>.</li>
<li class="li">Select a <strong class="ph b">Date range</strong>.</li>
<li class="li">Click the <strong class="ph b">Agents</strong> tab, then select the agents whose schedule you want to
export.</li>
<li class="li">Click <strong class="ph b">Export schedule</strong>.<p class="p">The export is sent to your email when it's
complete.</p>
</li>
</ol>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> 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.</div>
</div>
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