| Announced on | Rollout on |
| January 11, 2024 | January 11, 2024 |
Zendesk is excited to announce that you now have more control when you publish schedules in Tymeshift, Zendesk’s workforce management (WFM) tool. Managers can now select a date range when publishing schedules, including dates up to 30 days in the past.
This announcement includes the following topics:
What is changing?
Have you ever had to make retroactive adjustments to agents’ schedules? For example, it was a busy day and some ad-hoc changes were made on the fly, but never reflected in the actual schedule?
Previously, these types of schedule changes couldn’t be published to reflect in your historical WFM reporting.
Now, you can select a date range when publishing schedules. You can publish edits to a schedule for periods up to 30 days in the past and 90 days in the future. Additionally, you can select the agents whose schedules you want to publish instead of publishing the schedule for your entire roster.
Why is Zendesk making this change?
We heard your feedback about needing to be able to make ad-hoc changes to the schedule, including retroactive changes. This change helps keep your reporting accurate.
Workforce management demands great attention over the information going to your agents. Schedules are one of the most important things to keep under control, as well as one of the most complicated. Giving you more control over what’s being published allows you to split the scheduling task into smaller chunks, letting you go step by step (week by week or any other combination). No need to worry about repeating to agents that shifts from months ahead are not finished yet.
What do I need to do?
You don’t need to take any specific action. Next time you publish schedules, you’ll be prompted to select a date range. Learn more about Tymeshift’s scheduling experience.
You can also learn more about getting started with workforce management.