Add-on | Workforce Management (WFM) or Workforce Engagement Management (WEM) |
You can import your existing schedules into Zendesk Workforce management (WFM). You can also export a CSV of your schedules.
This article contains the following sections:
About importing a schedule
Note the following key information before you import a schedule:
- Time off that's imported isn't overwritten during the schedule import and can result in two or more layers of time off in the same period.
- All shifts are overwritten if they start on the same day UTC.
- If there are overlaps due to overnight shifts, the import doesn't delete the previous day's schedule but will create overlaps.
- When filling out the Import template, ensure that the agents' names and emails match exactly in Zendesk WFM. You may want to export your list of agents. Note that fields are case-sensitive.
Importing a schedule
To import a schedule
- Hover over the schedule icon in the navigation bar, then click Schedule.
- Click the CSV icon.
- Select Import schedule.
- Click Schedule import template.
Note: When you click this button, two files are downloaded. The Schedule import template file contains an example of how your CSV should be formatted. The Task field keys file contains the IDs of all your workstreams, general tasks, and time off reasons. - Upload your CSV file.
- Click Import schedule.
Exporting a schedule
To export a schedule
- Hover over the schedule icon in the navigation bar, then click Schedule.
- Click the CSV icon.
- Select Export Schedule.
- Choose if you want to export the Published schedule or Draft version.
- Select a Date range.
- Click the Agents tab, then select the agents whose schedule you want to export.
- Click Export schedule.
The export is sent to your email when it's complete.
Note: If there is no schedule entered or the schedule is not published, the export downloads without any data for the selected date range and users. Make sure that the date range you're exporting has a draft version or schedule available.
3 comments
Ryan Casilag
Hi,
This error message in importing schedules is very annoying. I checked the users one by one and as well assigned all agents to every workstreams just to get through this error message but it keeps on appearing. Is there any way you can simplify this error message by stating which text line it occurs? If you missed a blank field it state which line has blanks but for this error message it's not and it's really annoying.
3
Ovidiu Liuta
Plus one on the above error message request, it will save time both on our end and probably on Zendesk Support side.
0
GUJU
I agree on the request above. It will save a lot of time if it states which line has an error.
0