The Schedule Page: Every Agent's Plan Next to What They Did
Scheduling > Schedule puts your whole team's day on one page: what each agent was scheduled to do, what they actually did in Zendesk, and how many agents you had against how many you planned. It's where team leads check the floor during the day and look back at yesterday.
This article walks through the page from top to bottom. Saving a version of it for one team and sharing it is in Timeline Views: Share the Schedule and Control Who Sees What.
Before you start
You need the Can see agent schedule data permission (Settings > Users), even as an admin.
Schedules come from your WFM tool. The page shows them; you change a schedule in your WFM tool, and the change arrives with the next sync. A View only label at the top says so, and the padlock beside each agent means their schedule is owned by your WFM tool.
Times are in your account's time zone, shown beside the date picker. See The Account Time Zone.
1. Right now, the window and coverage
Now: how many agents are scheduled, in a productive status and online at this moment. Hover the ⓘ on each for exactly what it counts. With Can manage the schedule timeline view, Custom Stats adds your own numbers to this bar for everyone on the account.
The schedule window: pick Day, Week or a Custom range of up to seven days, step back and forward with the arrows, or jump to Today. Filters narrows the whole page to some agents, for example one Zendesk group. Everything below follows the window and the filters.
Coverage: how many agents you had against how many you planned, through the window. The dashed line is scheduled (on any code, on queue or off), the orange line is agents in a Productive status and the grey line is agents online on a channel. A gap between dashed and solid is a staffing gap.
Coverage has its own controls: All, Messaging, Talk or Email for one channel; 15m, 30m or 60m buckets; Chart or Table; Metrics to add other numbers to the chart, so you can see demand beside staffing; CSV to download it; and full screen. The ⌃ collapses it.
2. Read the agent timeline
Below coverage, every agent has a row. Each bar is a block of their schedule, colored by its schedule code's color, so working time, breaks and lunch read at a glance. Click Legend for what each color is.
A red line under a bar is time out of adherence: the agent was scheduled online but wasn't.
An Out badge beside a name, such as Out 19m, means the agent is out of adherence right now, and for how long.
Σ beside a name: hover it for that agent's numbers, such as when they went out of adherence, when they're next due online and when their shift ends.
The arrow beside a name opens the agent's lanes: their schedule, the unified status they were in, and each channel they were online on, one under the other. By channel opens them for everyone; Merged folds them back.
Activity rows add lanes for the work itself: chats, calls, replies and assignments as they happened, inside the schedule.
Use − and + to zoom the timeline, ⌖ to jump to now, and the refresh button to reload. Conflicts lists only agents with overlapping blocks.
3. Find the agents you're looking for
Live data quick filters, above the rows, narrow the list without changing the window:
Roster: search by name or email. Hide unscheduled drops agents with nothing scheduled in the window.
Scheduled data: agents scheduled on a code, a category or a channel right now, for example everyone on Lunch.
Actuals: agents in a unified status, a default status or online on a channel right now.
Schedule adherence: agents in or out of adherence, on any channel or one, for at least a number of minutes. "Out of adherence for 10 minutes or more" is the list to act on.
Columns & sort: add columns beside the names, such as time in a status or chats handled, and sort by any of them.
Filters about "right now" only work while now is inside the window. Looking at yesterday, the page says so and greys them out. View: Account default saves your columns, filters and sort for next time.
4. Take it elsewhere
CSV on the agent timeline downloads the agents and their columns; on Coverage, the coverage numbers.
On a dashboard, the Timeline widget draws the same scheduled activities beside other metrics.
For one team, save a timeline view with its own filters and stats, and share it.
Troubleshooting
An agent I expect is missing. Untick Hide unscheduled, clear the live filters, and check the page-level Filters. On a timeline view, the view's saved filters decide which agents it shows.
The Now numbers and the live filters are grey. The window doesn't include now. Click Today.
Coverage shows no actual lines. Agent statuses aren't tracked for your account yet. Contact us.
A whole day of red lines. Check the codes' Expected online on channels on Activities: an agent can only be online on a channel the code expects (see Set Up Your Schedule Codes for Adherence).