Edit WFM Schedule for Agents - Frequently asked questions
Frequently asked questions
How can I modify an agent's shift in Zendesk WFM?
You can easily modify an agent's shift in Zendesk WFM from the Schedule page. This allows you to make quick changes without altering the overall structure of your shifts. To do this, navigate to the Schedule page in the Zendesk WFM web app,…
What options are available when editing an agent's shift in Zendesk WFM?
When editing an agent's shift in Zendesk WFM, you have several options to customize the schedule. You can change the start or end time of a shift, adjust the duration of a task, or switch the task or workstream. Additionally, you can split tasks,…
How do I copy and paste shifts between agents in Zendesk WFM?
Copying and pasting shifts between agents in Zendesk WFM is a straightforward process. First, locate the agent whose shift you want to copy from the Schedule page. Select a task in their shift, right-click to open the menu, and choose Copy shift….
Can I edit multiple agents' schedules at once in Zendesk WFM?
Yes, you can edit multiple agents' schedules at once in Zendesk WFM. While the article primarily focuses on editing individual agent shifts, there is a separate process for bulk editing. For detailed instructions on how to edit schedules for…
What happens if an agent isn't assigned to a workstream in a copied shift?
If an agent isn't assigned to a workstream in a copied shift, the workstreams will be replaced. When you copy a shift and paste it to another agent, any workstreams that the agent isn't assigned to will be automatically replaced with workstreams…
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