Editing your schedule

After generating your schedule, you can edit it as needed. This article describes the options available for editing the schedule, as well as how to manually schedule shifts, tasks, and recurring tasks.

This article includes the following topics:

• Editing the schedule
• Manually schedule shifts
• Copying and pasting shifts in the schedule
• Manually schedule tasks
• Bulk scheduling recurring tasks

Related articles

• About the Schedule page
• Generating and publishing the schedule

Editing your schedule

Edit your schedule by modifying the tasks in an agent's shift in a day.

The schedule's day view opens by default. You can switch to the weekly or monthly view by clicking the Day menu above the schedule and selecting the desired view.

To edit the schedule

1. Hover over the schedule icon in the navigation bar, then click Schedule.
2. Locate the agent whose schedule you want to edit and click a Task.
   A menu opens that allows you to add new tasks or time off. You can also search and change Workstreams and General Tasks.
   
   Note: If a Workstream appears dimmed, then the agent isn't assigned to it.
3. To replace a task or edit task times, left-click an agent's Task.
   A menu opens where you can:
   • Add a task (left or right of the current one)
   • Add a new task
   • Split in half
   • Add Time Off
   • Edit shift start/end time
   • Remove shift
     From the menu, you can also click the three dots icon to switch to editing the task.
     
     Note: Tasks may be scheduled in one minute increments as long as the individual task is at least five minutes long.
4. To resize current tasks, grab the beginning or end of a task and drag to the desired position. When you resize tasks, you're adding 15 minute increments each time you drag the task.
5. To delete current tasks, grab the beginning or end of a task and drag it to cover the previous or next task in the agent's shift.
6. When you're done editing the schedule, click Publish.
   You can select a date range and publish your schedule for past, current, and future dates. Agents will see any change to their schedule on their Agent Schedule app in Zendesk. Learn more about publishing your schedule.

Manually schedule shifts

1. In the Auto Schedule, click Bulk edit and then select Add shifts.
2. Choose your shift layout (the name and location of the shift displays in the drop-down menu).
3. Select the dates you want to schedule for.
4. Select the Users tab and add the users.
5. Click Add Shifts.
6. Click Publish.

When you select the Force generate shifts for all selected days regardless of location rules option, for Fixed shifts - This ignores the days of the week that are configured in the shift layout. For Automatic shifts - This ignores the requirements and operational hours set in locations and forces the schedule.

Copying and pasting shifts in the schedule

You can copy an agent's existing shift and paste it into another agent's shift from your schedule's day, week, or month views. 

To copy and paste a shift

1. Hover over the schedule icon in the navigation bar and then click Schedule.
2. Locate the agent whose schedule you want to copy.
3. Select a task in the agent's shift and right click the task to open the menu.
4. Select Copy shift from the menu.
   Alternatively, click the task of the shift you want to copy and press Cmd (or Ctrl)+C.
   In the week or month view, click in the empty cell that corresponds to the day you want to paste a shift to or click on a specific shift you want to copy to. 
   
   Note: If an agent has multiple shifts in a day, only the first or selected shift, is copied.
5. Locate the agent whose schedule you want to paste the copied shift to and click the Paste shift icon next to the agent's name.
   Alternatively, right-click an agent's schedule and select paste shift or press Cmd (or Ctrl)+V.
   The agent's existing shift is replaced with the copied shift, including the copied shift's start time.
   To keep the agent's existing shift's start time, click the agent's shift and select Paste shift over from the menu or press Cmd (or Ctrl)+Shift+V.
6. Click Publish.

Note: If you copy and paste a shift to an agent that isn't assigned to all of the workstreams in the copied shift, the workstreams are replaced with the workstreams the agent is assigned to.

Manually schedule tasks

1. In the Auto Schedule, click Bulk edit and then select Add shifts.
2. From the menu, choose the task that you want to add.
3. Pick the date, start time, and duration of the task.
4. Go to the Users tab and select the users who should be assigned to the task.
5. Click Add Tasks.
6. Click Publish.

Note: If you want to assign a task to an agent who doesn't have a schedule, select the check box for Add task even if user has no shift scheduled for this time.

Bulk scheduling recurring tasks

You can use the bulk edit tool to schedule recurring tasks. For example, you may want to bulk schedule recurring 1:1 meetings or trainings. Using the bulk edit tool allows you to schedule these types of tasks without recreating the entire intraday schedule.

To bulk schedule recurring tasks

1. Hover over the schedule icon in the navigation bar and then click Schedule.
2. Click Bulk edit.
3. Select Add task.
4. Choose the task you want to add and select the date, start time, and duration.
5. Optionally, select Add task if user has no shift scheduled for this time. For example, you may want to use this for required meetings.
6. Turn on Schedule recurring task.
7. Select how often you want the task to repeat and on which days of the week.
8. Choose an end date for the task.
9. Click the Users tab and select the users for whom this task should repeat.
10. Click Add tasks and then Publish the updated schedule.