Accessing and understanding your WFM schedule page


From the Zendesk Workforce management (WFM) Schedule page, admins can generate, edit, and publish agent schedules.


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Location: Zendesk WFM > Schedule

From the Zendesk Workforce management (WFM) Schedule page, admins can generate,
edit, and publish agent schedules.
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.
This article contains the following topics:
Accessing the Schedule page
Understanding the schedule
Navigating the schedule
Identifying unpublished shifts
Accessing staffing panels, menus, and
charts


Related articles

Generating and publishing your WFM schedule
Editing your WFM schedule
Zendesk Workforce management (WFM) resources



Accessing the schedule page

You must be an admin to access the Schedule page.

To access the Schedule
page
In Workforce management, click
Schedule in the navigation bar, then select Schedule.





Understanding the schedule

The Schedule page lists all agents sorted by their default Zendesk groups. You can quickly
change agents’ schedules from this page without having to edit the structure of
your shifts. When you change agents’ shifts, the page provides
an overview of which shifts are published and which aren’t.
Additionally, the Schedule page displays various staffing panels, menus, and charts that
help you highlight gaps in your staffing.




Navigating the schedule

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:


Use the search box above the agents list to search for a specific agent by name or
email address.
Use the date picker to view the schedule for a specific date.
Use the view menu, next to the date picker, to switch between viewing schedules for a
specific day (default), week, or month.
Use the filter menu above the agent list to filter agents by group (default), team, location, or to list all agents. When filtering by group,
agents are organized by their default Zendesk groups.
Use the Sort Agents button to list agents by name or shift start time.
The Sort by shift start time option applies only to the Day
view of the schedule, as shifts can start at different times each day.

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.






Identifying unpublished shifts

When you edit shifts in your schedule, the updates are saved, but you must publish them for agents to be able to see the
changes.
Unpublished shifts are highlighted and a yellow dot appears next to the agent's
name to indicate they have unpublished shift updates.


Day view:


Week view:


Month view:





Accessing staffing panels, menus, and charts



The staffing panel week and month views are currently in an early
access program (EAP). You can sign up for the EAP here.
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.
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.
(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.
To access staffing panels, menus, and charts

In Workforce management, click
Schedule in the navigation bar, then select Schedule.
Use the date picker to view schedules for a specific Day. If you're
participating in the staffing panel week and month view EAP, use the
date picker to switch to a week or month view.

Click the General tasks panel ( ) icon in the upper left corner of the page. The
panel opens at the bottom of the page, where you can view detailed information about
scheduled general tasks and time off reasons.


Click the Workstreams staffing panel ( ) icon in the upper left corner of the page. The
panel opens at the bottom of the page, where you can view a detailed list of your workstreams.


From the Workstreams staffing panel, click the Scheduled staffing menu located in
the bottom right corner.
From this menu, you can view your schedule
with the following options:

Scheduled staffing: Displays the number of agents scheduled for each
workstream and general task per day. If you're participating in the staffing panel week and month view EAP, this
option also displays the total hours per week and month depending on which date view
you've selected.


Required staffing: Displays the number of agents forecasted for each workstream.

Net staffing: 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.

Charts: Provides a more comprehensive chart view of how many agents are
scheduled, how many agents are forecasted to work, and your shrinkage per day.

Smart highlighting: Highlights cells where there are fewer agents scheduled
than needed or where there are too many scheduled.






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