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.