Objective

Add a shift or activity for an agent in a schedule draft.

Environment

  • You have permission to edit schedules.
  • The schedule and the shift types or activity types you need are available.

Resolution

  1. Open Workforce Operations → Scheduling, select the schedule, and choose the date and Shifts or Activities view.
  2. Find the agent and date on the grid. Click an empty time slot to open the add dialog, or drag across the time range you want to place. The dialog identifies the selected agent and shows the proposed times.
  3. To add a shift, either select a predefined shift to use its configured time range, or enter a custom Start Time and End Time. For a custom shift, select Add shift. Choosing a predefined shift adds it immediately.
    Choose a predefined shift to add it with its configured times, or enter a custom time range.
  4. To add an activity, choose an Activity Type, set the Start Time and End Time, then select Add activity. The duration buttons can quickly set the end time relative to the start time.
    Choose an activity type and set its start and end times before adding it.
  5. Check the timezone shown beside the agent and time fields before adding the item. If the end time is earlier than or equal to the start time, the planner treats the item as continuing into the next day.
  6. Confirm the new item appears on the correct agent row and date. Save the schedule draft from the planner; adding an item does not publish the schedule.
    Note: Save the schedule draft

    The add dialog places the item in the working schedule. Save the draft to keep the change; publish it separately when it is ready.

To change an existing item, see How To Edit Shifts And Activities. To apply an action across multiple agents or dates, see How To Make Bulk Schedule Changes.