The schedule editor includes four schedule view options. By default, the schedule editor opens in View by Day mode.
| Schedule view | Description | Available actions |
|---|
| View by Day | Displays the current schedule in day mode. This format shows 24 hours in the schedule. Day mode displays the daily activity counts, but does not include daily summaries. | In Day mode, you can: - Assign a shift to another agent
- Replace shifts with activities
- Swap shifts
- Copy activities and shifts to other agents
- Copy shifts to other days
- Remove shifts and activities
- Set up filter and sort parameters
- Add agents to the schedule
|
| View by Date Range | Displays the current schedule by a range of dates in hourly time slots, up to one week. Date Range mode displays the daily activity counts, but does not include daily summaries. | In Date Range mode, you can: - Assign a shift to another agent
- Replace shifts with activities
- Swap shifts
- Copy activities and shifts to other agents
- Copy shifts to other days
- Remove shifts and activities
- Set up filter and sort parameters
- Add agents to the schedule
|
| View by Week | Displays the current schedule in a weekly format. This mode displays daily schedules in 24 hour (or shift) time slots, up to one week. Week mode also displays daily summaries of agents with shifts, paid hours, and total hours. | In Week mode, you can: - Assign a shift to another agent
- Assign all shifts from one agent to another
- Replace shifts with activities
- Swap one or more shifts between agents
- Copy activities and shifts to other agents
- Copy shifts to other days
- Remove shifts and activities
- Set up filter and sort parameters
- Add agents to the schedule
- Remove agents from the schedule
|
| Vertical View | Displays the current schedule listed by agent. Click the + next to each agent to view their schedule details for the current week. This view does not display activity counts or daily summaries. | In Vertical view, you can: - Assign a shift to another agent
- Assign all shifts from one agent to another
- Replace shifts with activities
- Swap one or more shifts between agents
- Copy activities and shifts to other agents
- Copy shifts to other days
- Remove shifts and activities
- Set up filter and sort parameters
- Add agents to the schedule
- Remove agents from the schedule.
Notes:
- Each date row shows either a 24 or 36-hour window.
- The system displays a 36-hour window for overnight shifts, which can span up to two additional days when the display time zone differs from the business unit time zone.
- When you switch display time zones, the editor keeps the dates on the left side column based on the business unit time zone, while the timeline adjusts to the selected display time zone.
- A purple overlay highlights portions of the timeline that fall outside the business unit date, clearly marking time that belongs to the previous or next day.
- The business unit date always determines shift placement, regardless of the display time zone.
- Each day represents a 24-hour window, even during Daylight Saving Time (DST) transitions. For shifts affected by the DST change, use the Day View for better clarity.
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