View agent information in a schedule

You can view an agent’s information in a published or unpublished schedule.

1. Click Admin.
2. Under Workforce Management, clickSchedules.
3. Click Menu > Workforce Management > Scheduling > Schedules.
4. In the upper right corner, click the Management Unit list and select the desired management unit.
5. Search for the schedule that contains the agent information you want to view and select it from the list. The schedule editor opens.
6. In the Agent column, click the agent link who’s details you want to view. The agent’s information dialog box opens. 
7. The agent’s information dialog box displays the following tabs:
   • The Agent info tab is displayed by default. You can view details of planning groups the agent is associated with along with queues, skills, languages, and management unit the agent belongs. The Agent info tab also displays the details of work plans that are used to generate schedules. 
   • The Unavailable Times tab lists the details of the agent’s original and last saved unavailable times sections. Click the Toggle note [hidden]Icon included icon and view the comments entered by the agent. The Original section displays the details when the original schedule was generated; and the Last Saved section displays the details of the unavailable times that the agent has updated in the Unavailable Times section in the Schedule tab of the Activity view after the schedule has been generated. This only reflects the modifications in the unavailable times of the agent but does not affect the schedule until it is regenerated. For more information about regenerating schedules, see Initiate an intraday reschedule. 
8. After you view the agent’s skills and languages, click OK to return to the schedule editor.