Edit schedules
Agent schedules can be edited by inserting, copying, moving, or deleting activities on the Agent Schedules page. You can edit schedules only for the agents who are assigned to a team in your Main View. Agents who are not assigned to a team in your Main View are read-only and show a lock icon next to their names.
NOTE Individual agent schedule editing sessions can be a maximum of 8 hours long, and there is a maximum limit of 100 minutes idle time. When those limits are reached, you must log in again to restore your session.
NOTE There are no limits to how many editing sessions can be in progress simultaneously.
If agent schedules are changed and saved by another user or an automated workflow approves a request that affect the schedule week while you are viewing and editing the agent schedule, you will receive a warning message that the schedule has changed. You then have two options to choose from.
- You can refresh your view of the schedule, which results in you losing your unsaved changes.
- You can cancel the message, which results in you possibly overwriting another user’s changes to the schedule when you save your changes. This occurs only if you were both working on the same agent’s schedule.
Here are examples of what happens when two users are editing the same week’s schedule.
Scheduler A edits Andy’s Monday schedule and saves those changes. Scheduler B is editing Andy’s Tuesday schedule at the same time and receives the warning message. Scheduler B clicks Cancel, and completes and saves his edits. Scheduler B’s version of Andy’s schedule for the week is saved, and the changes that Scheduler A made are overwritten.
Scheduler A edits Mary’s Monday schedule and saves those changes. Scheduler B is editing Tom’s Monday, Tuesday, and Wednesday schedule at the same time and receives the warning message. Scheduler B clicks Cancel and completes and saves his edits to Tom’s schedule. Scheduler A’s edits to Mary’s schedule are not affected by the changes made to Tom’s schedule so the changes to both Mary’s and Tom’s schedules are saved.
Edits and the Assigned Exceptions list
When you edit or delete an assigned exception activity on an agent’s schedule, those changes are reflected in the Assigned Exceptions list displayed on that agent’s Users page (see Create and edit users ). This ensures that, when a new schedule is run, the edited assigned exceptions are included in the new schedule.
There are some exceptions to what will appear in the Assigned Exceptions list being edited. These include:
- Activities created before Version 10.4
- Mentoring activities
- Schedule trade activities
- Schedule history restores