Viewing and managing your schedule as an agent

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

Your agent schedule in Zendesk Support provides you with an overview of your 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.

   

2. View your Scheduled tasks from the left side of your weekly schedule.

   Scheduled tasks include your tasks assigned for the current time, based on the set intraday, and indicate the task you're supposed to work on next. If your schedule is empty, no task is displayed.

3. Click My schedule to view your schedule for the current week. Hover over any shift badge to see the shift’s start time, end time, and duration.
4. To view the previous and next week's schedules, use the navigation icons. Additionally, you can return to the current week by clicking Today or view a specific date from the calendar () icon.
5. Click the refresh () icon to refresh your schedule with the latest information.
6. You can also take any of the following actions from your schedule:
   • Set your schedule's timezone.
   • Sync your schedule into your Google calendar.
   • Request time off.
   • Trade shifts with other agents and respond to shift trade requests.
   • Request to take unassigned shifts.
   • Submit requests for time off.

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

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.
2. Click the Timezone icon () in the upper-right corner.
3. Select your timezone.

   Your schedule is updated to reflect the timezone you selected.