How To Edit Shifts And Activities

Objective

Change an individual shift or activity in a schedule draft and save the updated schedule.

Environment

• You have permission to edit Scheduling and access to a schedule version that can be edited.
• The shift or activity you want to change is visible in the planner.

Resolution

1. Open Workforce Operations → Scheduling and select the schedule. Set the date range and use Filters if you need to find a particular agent.
2. Select Shifts to work with shifts or Activities to work with activities. Find the item on the correct agent row and date.
3. Use these schedule-grid actions for quick changes:
   • Move: Drag a block horizontally to change its time. Its duration stays the same.
   • Resize: Drag the left edge to change the start time, or the right edge to change the end time. The opposite edge stays in place.
   • Edit details: Double-click a block to open its editor and change its type or exact times.
   • Keep in mind: Changes snap to supported time increments and keep the item assigned to the same agent and date. Check the final placement after dragging.
4. In Edit Shift or Edit Activity, review the selected Shift Type or Activity Type and the Start Time and End Time. Change the fields you need. The screenshots below show the fields available in each editor.

   

5. Select Save Changes in the editor. Review the updated item in the planner, including its date and the agent's displayed timezone.
   Important: Save the schedule too

   Save Changes closes the item editor and stages the update. Use the planner save action to persist the schedule change.

6. Save the schedule changes using the planner's save action. Check the resulting schedule before publishing it.

To change many agents or dates together, see How To Make Bulk Schedule Changes.

To create a new item, see How To Add Shifts And Activities.