Duplicating agent schedules

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.




Location: Zendesk WFM > Schedule

As an admin, after generating 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.
This article contains the following topics:

Duplicating a team's weekly
schedule
Duplicating an agent's weekly
schedule

Related article:

About the Schedule page



Duplicating a team's weekly schedule

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.
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.

To duplicate an existing team's weekly schedule
In Workforce management, hover over the schedule icon ( ) in the navigation bar, then select Schedule.
Click the date menu to switch to Week view, then use the date picker to select
the week you want to duplicate.

Click the options menu ( ) next to the group, team, or location from which
you want to duplicate the weekly schedule, and select Duplicate schedules.
Tip:
Use the filter menu above the agent list to
filter agents by group (default), team, or location.


A pop-up message indicates the number of scheduled shifts being duplicated from that
team of agents.
Under Week, use the
calendar date picker to select the week in which you want to duplicate the schedules
of your selected team, group, or location.
If the selected week
already has assigned shifts, those shifts will be removed and replaced with the copied
shifts.

Click Duplicate. Once the paste completes, you'll receive a
confirmation message.


Click Publish to publish the updated schedule. Agents will receive a push
notification informing them of the schedule changes. Clicking the link in the
notification takes them to their schedule.







Duplicating an agent's weekly schedule

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.
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.

To duplicate an agent's weekly schedule
In Workforce management, hover over the schedule icon ( ) in the navigation bar, then select Schedule.
Click the date menu to switch to Week view, then use the date picker to select
the week you want to duplicate..

Click the options menu ( ) next to the agent whose weekly schedule you want
to duplicate, and select Duplicate schedule.
Tip:
Use the filter menu above the agent list to
filter agents by group (default), team, or location, or to list all agents.


Under Agent, select the agent to whom you want to duplicate the
schedule.

Under Week, use the calendar date picker to select the week where you want to
duplicate your previously selected agent’s weekly schedule. If the selected
week already has assigned shifts, those shifts will be removed and replaced with the
copied shifts.

Click Duplicate. 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 Cancel or Duplicate and replace. Selecting Duplicate replaces
the agent's workstreams with those assigned to the original agent.
After the paste completes, you'll
receive a confirmation message.


Click Publish to publish the updated schedule. Agents receive a push
notification informing them of the schedule changes. Clicking the link in the
notification takes them to their schedule.







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