Viewing and managing your schedule as an agent

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Workforce Management (WFM) or Workforce Engagement Management (WEM)

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Access your schedule to view tasks and shifts, request time off, trade shifts, and manage unassigned shifts. You can switch your schedule's timezone to match your location, ensuring accurate task timing. Use the calendar to navigate through weeks and sync your schedule with Google Calendar. Approved time off is marked in red, keeping you informed of your availability.

The schedule in Zendesk Support provides agents with an overview of their current tasks and upcoming shifts.

Manage your schedule by requesting time off, trading shifts with other agents, and submitting requests for unassigned shifts.

This article contains the following topics:

• Accessing and navigating your agent schedule
• Switching your schedule's timezone

Related articles:

• Starting and ending your day in the Zendesk WFM time tracker

Accessing and navigating your agent schedule

You can access your schedule in Zendesk Support.

Note: When you access your schedule in Zendesk, your time tracker is switched to Untracked time.

To access and navigate your schedule

1. In Support, click the Zendesk Workforce Management icon () in the sidebar to access your schedule.

   

2. You can take any of the following actions:
   • View your weekly Scheduled tasks.

     On the left side of your schedule, you can see your scheduled tasks, including the one you are expected to work on next. These tasks are assigned to you for the current time based on the set intraday schedule. If your schedule is empty, no tasks are displayed.

   • View your schedule for the current week under My schedule.

     Hover over any shift badge to see the shift’s start time, end time, and duration.

   • View the schedules for the previous week, the next week, or a specific day.

     Use the navigation icons to view the previous and next week's schedules. You can return to the current week by clicking Today or view a specific date using the calendar () icon.

   • Refresh your schedule with the latest information.

     Click the refresh () icon to refresh your schedule with the most recent information.

   • Set your schedule's timezone.

     Unless otherwise specified, your schedule uses the account’s timezone.

   • Sync your schedule into your Google calendar.

     If an admin has activated the Google Calendar integration for Zendesk WFM, you can sync your WFM schedule and view your intraday schedule within your Google Calendar.

   • Request time off.

     You can request full or partial time off for scheduled shifts and days without a shift.

   • Trade shifts with other agents and respond to shift trade requests.

     If an admin has configured your account to allow you to trade shifts, you can send trade requests to other agents.

   • Request to take unassigned shifts.

     Your approved time off days are highlighted in red on the schedule.

   • Access your team’s schedule under Team schedule.

     If team schedule view has been activated by an admin, you can see who you can trade a shift with, or who you will be working with in the course of any day or week.

Switching your schedule's timezone

Unless otherwise specified, your schedule uses the account’s timezone. If you're working in a different location, you can change your schedule's timezone to match where you're working from.

Changing your time zone affects only your view of your schedule.

To switch your schedule’s timezone

1. In Support, click the Zendesk Workforce Management icon () in the sidebar to access your schedule.
2. Click the Timezone icon () in the upper-right corner.
3. Select your timezone.

   Your schedule is updated to reflect the timezone you selected.