Add-on | Workforce Management (WFM) or Workforce Engagement Management (WEM) |
The Agent Schedule in Zendesk provides each agent with an overview of their current tasks and upcoming shifts. From here, you can also request time off, trade shifts, or take unassigned shifts.
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Accessing the agent schedule
You can access the Agent Schedule directly from your agent workspace in Zendesk Support.
To access your schedule
-
In Support, click the Zendesk Workforce Management icon
(
) in the sidebar.
Navigating the agent schedule
From the top navigation bar:
- My schedule: Displays your schedule for the current week. Hover over any shift badge to see the shift’s start time, end time, and duration.
- Today: Returns you to the current week.
-
Left and right arrows (
): Use the left arrow to view the previous week’s schedule and the right arrow to view the next week’s schedule.
-
Calendar (
): Choose the date you want to see in the weekly schedule view.
-
Available Shifts (
): View the list of unassigned shifts available for you to request.
-
Refresh (
): Reload the schedule page with the latest information.
-
Time off request (
): Submit time off requests.
-
Schedule timezone (
): Set your schedule's timezone.
On the left side of your weekly schedule view, you can see:
- Scheduled: Displays your tasks assigned for the current time, based on the set intraday. If your schedule is empty, no task is displayed. It also indicates the task you're supposed to work on next. If your schedule is empty No task is displayed.
-
Time off requests: Displays a list of your requests for timeoff. This includes full and partial time off
requests for days with and without scheduled shifts.
Your approved time off days are highlighted in red on the schedule.
- Shift trades: Displays your requests to trade shifts with other agents.
- Shift requests: Displays your requests for unassigned shifts that are currently waiting to be approved or denied by your manager.
In addition to this information that is always visible in the Agent Schedule, you'll also be notified 5 minutes before you need to change the task you're working on.
Switching the schedule 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.
This only affects your individual schedule within the Agent Schedule app in Zendesk.
To switch your schedule’s timezone
- In Support, click the Zendesk Workforce Management icon
(
) in the sidebar.
- Click the Timezone icon (
) in the upper-right corner.
- Select your timezone.
Your schedule is updated to reflect the timezone you selected.
2 comments
sara mohammadkhani
Hello,
I want to know if is there any Zendesk API available to find the hours that the agent is live.
2
Francisco Trejo
1. What is your name? (just to confirm)
2. What is your Zendesk subdomain? (just to confirm)
3. What is your company’s name and web site?
1