How to Import a Schedule into Zendesk WFM
How do I import a schedule into Zendesk WFM?
Importing a schedule into Zendesk WFM is straightforward. First, hover over the schedule icon in the navigation bar and click on 'Schedule'. Then, click the CSV icon and select 'Import schedule'. You'll need to download the Schedule import template, which provides an example of how your CSV should be formatted. Make sure that the agents' names and emails match exactly in Zendesk WFM, as fields are case-sensitive. Once your CSV is ready, upload it and click 'Import schedule'.
Keep in mind that time off imported isn't overwritten, which can lead to multiple layers of time off. Also, all shifts starting on the same day UTC are overwritten, and overnight shifts can create overlaps. For more details, check the originalZendesk help article.
More related questions
What should I know before importing a schedule into Zendesk WFM?
Before importing a schedule into Zendesk WFM, there are a few key points to consider. Time off that's imported isn't overwritten, which can result in multiple layers of time off for the same period. All shifts are overwritten if they start on the…
How can I export a schedule from Zendesk WFM?
Exporting a schedule from Zendesk WFM is easy. Start by hovering over the schedule icon in the navigation bar and clicking 'Schedule'. Then, click the CSV icon and select 'Export Schedule'. You can choose to export either the Published schedule or…
What happens if there is no schedule entered when exporting from Zendesk WFM?
If there is no schedule entered or the schedule is not published when you attempt to export from Zendesk WFM, the export will download without any data for the selected date range and users. It's important to ensure that the date range you're…
Why might I encounter errors when importing schedules into Zendesk WFM?
Errors during schedule import into Zendesk WFM can be frustrating, but they often stem from mismatches in the import template. Ensure that the agents' names and emails match exactly in Zendesk WFM, as fields are case-sensitive. Missing or incorrect…
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