Editing the schedule for several agents

Changing a group of shifts at once. Useful after a real change, and a warning sign if you do it every week.

Changing a group of shifts at once. Useful after a real change, and a warning sign if you do it every week.

Adding a task to several agents

1. Go to Scheduling > Schedule in Workforce Management.
2. Open the Bulk edit menu and select Add task.
3. From the Task menu, choose a general task, a unified status or a workstream.
4. Set the Date, Start time and Duration, and add a note if it needs context.
5. On the Agents tab, select who receives it.
6. Click Add tasks, then Publish.
7. Review coverage across the whole period and tell everybody affected.

The checkbox for anything outside a shift

A task that falls outside somebody's shift is refused unless you tick Add task even if user has no shift scheduled for this time. That option exists for required meetings, which are the usual reason to schedule across a shift boundary.

Check this before you conclude the bulk edit is broken: the refusal is the validation working, and the checkbox is the answer.

When it is the right tool

• Opening hours changed.
• A team moved location or time zone.
• A company-wide event or closure.
• A shift pattern was agreed differently.

Real changes affecting a group, rather than tuning coverage.

Check coverage afterwards, not per shift

A bulk change can look correct on every individual row and leave the same hour short across the whole team. Read the coverage curve, not the list.

Tell people individually

A group change still lands on each person's week. An announcement to a channel is not the same as each of them knowing their own shift moved.

If you do this weekly, something is wrong

Regular bulk correction means the generated schedule does not match how you work. The fix is in the forecast, the templates or the availability data, not in editing afterwards.

That is worth an afternoon once rather than an hour every week.

Do it before publishing where you can

The same change to a draft costs nobody anything. Published, it costs several people their plans.

See also

• Editing the schedule for one agent
• Duplicating agent schedules
• Setting up locations and shifts