Objective

Review shifts or activities for a selected schedule and date range in the Scheduling planner.

Environment

  • Use an account with access to Scheduling.
  • Have an existing schedule that you want to review.

Resolution

  1. In the left navigation, open Workforce Operations and select Scheduling. Choose the schedule you want to review; its name appears at the top of the planner.
    The planner shows the selected schedule and its status above the schedule view.
  2. Choose Shifts or Activities to switch the information shown in the planner.
    Switch between shifts and activities.
  3. Use the previous and next arrows to move between periods. Open the calendar control to choose a date or return to today.
    Use the arrows to move between periods or the calendar to choose a date.
  4. Choose Day, Week, or Month to set the date range. In Week, choose Standard or Timeline if you need a different layout.
    Choose the date range shown in the planner.
  5. Use View by to group the rows by Agents, Sites, Teams, Skills, Channels, or Queues. Choose the grouping that makes the schedule easiest to review.
    Change how the schedule rows are grouped.
  6. Open Filters and select the Sites, Teams, Channels, Queues, Skills, or Agents to include. The button shows how many filters are active. Select Clear all in the filter menu to remove them.
  7. From the saved views controls at the top of Filters, apply a saved view or save the current filter selection for later. Use the Timezone dropdown in the planner toolbar, next to the date and view controls, to change the timezone used for displayed dates and times. For details, see How To Use Saved Views On Scheduling.
    Choose the timezone used to display schedule dates and times.
    Note: View controls do not edit shifts

    Filtering, grouping, and changing the display timezone change what you see in the planner. They do not rewrite schedule items.

To compare local clock times across timezones in Day view, see How Timezones Work In The Schedule Planner. To show or hide forecast data, see How To Show Forecast Data On A Schedule. To change schedule items, see How To Edit Shifts And Activities or How To Make Bulk Schedule Changes.

To show or hide business schedules, coverage gaps, availability, and shifts in Day or Week view, see How To Use Display Options On A Schedule.

To review earlier saved versions of a schedule, see How To Use Schedule History.