How to create schedules for your team
The most efficient and accurate way to schedule is to use an Activity Plan. An activity plan is a a group of rules that tells the system how your team's time should be scheduled.
Like shift plans, activity plans allow you to schedule your team in different ways throughout the year, for example, to prioritise queues in peak times, or schedule additional training and admin at quieter times of year.
How to add activities ad-hoc
If you need to fill gaps or create a schedule that doesn't follow the usual rules of your team, then you can manually add activities to the schedule.
Open the app and navigate to the Schedule > Day
If the toolbar is not already open, click Toolbar in the top left corner of the schedule to open it. Click the Activities tab.
Select any activity or break from the toolbar. If you haven't yet created any breaks or activities, you can also create new ones from this toolbar.
Click into any available space in an agent's shift to add it to their schedule.
If the shift was previously published, it will now be in draft. You will need to publish the shift again to share the changes with your team.
How to change lots of activities
Click on 'tools' in the top toolbar
Select 'Find and replace'
A modal will open
First, select the activities you want to replace. You can also check 'find unscheduled time' to easily fill any odd gaps in the schedule.
Next, select the activity you want to replace it with
Then select the period you want to make this change for. If you're making a real-time adjustment, e.g. to tackle a queue, then select a shorter period. If you're applying a change to a whole day, then select a larger period,
Last, select the teams or agents this adjustment should apply to.
Click replace and your adjustment will be applied.
If shifts were previously published, they will now be in draft. You will need to publish the shifts again to share the changes with your team.
How to swap out an individual activity
Click on an activity in the schedule
Select 'switch activity' from the menu
The activities shown will be listed in two groups: assigned activities and unassigned activities. This is to help you make sure you only schedule activities that agents are skilled in.
Select the activity you want to change it to and the schedule will update.
If the shift was previously published, it will now be in draft. You will need to publish the shift again to share the changes with your team.
How to change the length of an activity
There are a few ways to change the length of an activity, e.g. to extend or shorten it
Drag to resize
Hover your cursor over the left or right edge of the activity or break in the schedule
Click and drag the edge to extend or shorten the block.
If the shift was previously published, it will now be in draft. You will need to publish the shift again to share the changes with your team.
Double-click to fill
Hover your cursor over the left or right edge of the activity or break in the schedule
Double click on the edge and the block will now fill all available space in that direction.
If the shift was previously published, it will now be in draft. You will need to publish the shift again to share the changes with your team.
To use the menu
Click on an activity in the schedule
Select 'change duration' from the menu
Select the duration that you want from the list and it will update.
If the shift was previously published, it will now be in draft. You will need to publish the shift again to share the changes with your team.
💡 You can quickly fill any gaps in your schedule by selecting 'fill available space' from the list of options.