Objective

Show or hide business schedules, coverage gaps, agent availability, and shifts in the schedule planner's Day or Week view.

Environment

  • You have access to Scheduling and have opened a schedule.

Resolution

  1. Open Workforce Operations → Scheduling, then select the schedule you want to review.
  2. Choose Day or Week in the view controls. The Display options described here are available in both views; Month view does not provide these overlays. To show or hide shifts alongside activities, select Activities first.
  3. Select Display in the planner toolbar to open the overlay controls.
    Open Display to toggle business schedules, coverage gaps, availability, and shifts on or off in the planner.
  4. Select or clear each checkbox independently:
    • Business schedules shades hours covered by agents' assigned business schedules.
    • Coverage gaps highlights uncovered periods within those business-schedule hours.
    • Availability shows recorded availability windows as dashed green blocks.
    • Shifts shows or hides shift bars while you are viewing Activities; activities remain visible.
  5. Combine the overlays that help with your review. The grid updates as you change the checkboxes. These options change the planner display only; they do not add, remove, or edit schedule items.
    Note: Display options do not edit the schedule

    Showing or hiding an overlay changes what appears in the planner. It does not change saved shifts, activities, or business schedules.

For other planner controls, see How To Review An Existing Schedule.