Track and manage your team's schedule
Create, update, or monitor your team's schedule from one location. You can approve or reject requests for swapping shifts or time off for agents within your assignment group.
Before you begin
Role required: sn_shift_planning.admin
About this task
Using the calendar, you can do the following:
- View all of your agents by assignment group.
- Get insights into team compliance with published schedules.
- View agent's work schedule that is actual shift time vs clock-in and clock-out times.
- Filter the team calendar based on the values in the Assignment Group, Location, Skills, Shift Plan, and Events fields for a customized view.
- Modify agent's shift, clock-in, and clock-out times, if required
Note:
The "sn_shift_planning.agent" role is required for an agent's schedule to be visible in the Team calendar in Manager Workspace.
Procedure
-
Click the Schedule icon (
).
-
Modify an agent's shift times.
The schedule that includes this shift must be in the Preview or Published state.
- In the Team Calendar tab, navigate and point to the shift for the agent that you want to modify the schedule for.Note:Note: To avoid delays in loading events, as well as other processes that utilize a caching mechanism through an event queue, see Custom queues to process events.
- In the shift pop-up window, click the Edit icon (
). - Modify the agent's shift time.Note:If the existing shift has a break, you can add more breaks to the shift.
- Click Save.
The following snapshot displays the time worked summary for a selected agent.
- In the Team Calendar tab, navigate and point to the shift for the agent that you want to modify the schedule for.