Objective

Create a manual schedule draft for a selected date range, then add shifts and activities in the planner.

Environment

  • You have permission to manage Scheduling.
  • You know the schedule dates and timezone. Create the relevant shift and activity types first if you intend to use them in the draft.

Resolution

  1. Open Workforce Operations → Scheduling, then select New Schedule.
  2. Select Build Schedule and then Next. This path creates a schedule without linking a forecast.
  3. In Schedule Configuration, enter a Schedule Name.
  4. Set the Start Date, End Date, and Schedule Timezone. The timezone is used for schedule intervals and adherence reporting.
  5. Select Build Schedule. ZenOps creates a draft and opens its planner. Add shifts and activities for the agents and dates you need, then save your changes.
    The schedule planner opens after the draft is created. Use its view controls to inspect the schedule before adding shifts.
    Note: A manual draft starts without shifts

    Build Schedule creates the draft and opens the planner. Add shifts and activities, save your work, and review it before publishing.

  6. Review the draft before publishing. To inspect it by date or by work type, see How To Review An Existing Schedule.

If you want the system to plan shifts from expected demand, use How To Generate A Schedule (From A Forecast) instead.