About the WFM Schedule page

What's my plan?

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

It contains information about your entire roster and has options for filtering and searching for agents. You can view past and future dates and choose between day, week, and month views. Additionally, it has various staffing panels that can help you identify staffing gaps.

This article contains the following sections:

• Accessing the Schedule page
• Understanding the schedule

Related article

• Generating and publishing your WFM schedule
• Editing your WFM schedule

Accessing the Schedule page

You must be an admin to access the Schedule page.

To access the Schedule page

• In the Zendesk WFM web app, hover over the schedule icon () 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

The Schedule page contains information about your entire roster. Depending on your role, you may need to only view information about certain agents, dates, and so on. Use the filtering, search, and view functionality to find the information you need.

To navigate the schedule

1. Access the Schedule page.
2. Click the date picker to go to a specific date, including past and future dates.
3. Click the Day menu to switch between Day, Week, or Month views.
4. Agents are organized by their default Zendesk groups. Click the By group menu to filter agents by team or location. Or, view all agents.
5. Click in the search box above the agents list to search for a specific agent.

Distinguishing unpublished shifts

When you edit shifts in your schedule, the shifts are updated but must be published before agents can see the changes (see Publishing the schedule).

You can determine if a shift is unpublished if an agent’s shift is highlighted and a yellow dot appears next to their name.

• Day view:

  

• Week view:

  

• Month view:

  

Accessing staffing panels, menus, and charts

The Schedule page has several panels, menus, and charts to help you highlight gaps in your staffing.

To access staffing panels, menus, and charts

1. Click the tasks () icon to open the General tasks panel.

   The panel opens at the bottom of the page, where you can view detailed information about scheduled general tasks and time off reasons.

2. Click the workstreams ( ) icon to open the Workstreams staffing panel.

   The panel opens at the bottom of the page, where you can view a detailed list of your workstreams.

3. From the Workstreams staffing panel, click the Scheduled staffing menu.

   

4. 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.
   • Required staffing: Displays the number of agents forecasted for each workstream.
   • Net staffing: The difference between the number of agents forecasted compared to the number of agents scheduled (+ value shows an overstaffing of scheduled agents, and - value shows an understaffing compared to the forecasted FTE).
   • Charts: A more comprehensive chart view of how many agents are scheduled, how many agents are forecasted to work, and your shrinkage.
   • Smart Highlighting: Toggle this option on to highlight the cells where you might have fewer agents scheduled than you should or if there are too many scheduled.