Compressed toolbar

Adjusting the time period

• The date selector lets you fully customize what date range you would like to view and the Today dropdown lets you quickly hop to preset dates.
• You can click on the left and right arrows to move the timeline forward or backward by the selected date increment.

Adjusting the zoom

• Using the Zoom in and Zoom out and fullscreen buttons, you can change how large the timeline is. This is especially useful when you are trying to view a longer time range (for example a week or a month).

Customizing timezones, columns, and metrics

Timezones

• Click the clock icon to customize what timezone you would like to view your timeline in.

Additional columns

• Clicking on the tab icon brings up a popup that lets you add extra columns to provide more context in the schedule.
  • Some common use cases we’ve seen are:
    • Pulling in information about the agent’s team, specialization, and location into the schedule.
    • Adding columns to sum up how much time is spent for specific event types.
    • These custom columns can be added to either the right or left side of the schedule. You can give the column a unique name under Column title and select the Column type from the available list in the drop-down menu.

Metrics

• The Metrics button lets you add or remove rows that show up in the schedule header.
  • Available metrics include:
    • Forecast - count of the projected support volume at the interval (corresponds to the red line displayed when you select Contacts).
    • Forecasted SLA - count of projected SLA at the interval.
    • SLA - count of SLA at any interval (corresponds to the red line displayed when you select Service Level).
    • Distinct agents - count of how many people are staffed at the interval. Note that unlike Scheduled staffing, it will count anyone who is staffed within that interval.
    • Scheduled staffing - number of people scheduled at any given interval.
    • Required staffing - number of people that need to be staffed at any given interval.
    • Net staffing - difference between Scheduled staffing and Required staffing.
    • Scheduled hours - number of hours scheduled at any given interval.
    • Required hours - number of hours that need to be scheduled at any given interval.
    • Net hours - difference between Scheduled hours and Required hours.

Uploading/exporting schedules

• We provide you the option to import a CSV into the schedule or export the CSV if you'd like to see it on spreadsheets for more custom reporting.

Export

• To export your schedule click on the Export schedule icon.
• You'll then be prompted to select the format you want to download as well as additional filters.
• If you want to include all events in all layers, including those that are overwritten by other layers, check the Include all layered events box.
• Once you're ready to export click Export.

Upload

• Before uploading a schedule, we recommend exporting the schedule for that time range to use as a template for your upload. Note: Only the Staffing Timeline export format is supported. Files without the correct headers may not upload successfully.
• Once you're ready to upload click on the Upload schedule icon.
• You'll then be prompted to choose a file and select the option to overwrite conflicts (recommended) or allow conflicts.
• Once you're ready to upload click Upload events.
• Some errors you might run into:
  • Agent does not exist --> check the import ID
  • Event type does not exist --> check the event types under Settings > Event types.

Additional settings

• Show mouse line - shows a dotted line wherever your mouse is that tells you the exact time your mouse is currently at.
• Show event times - shows the start time and duration of events in the event block if it fits.
• Hiding unscheduled agents - is a quick way to filter the schedule to show only the agents scheduled for the day or week selected.
• Hide event sources - hides if the event is coming from Assembled or Google Calendar.

Secondary toolbar

Searching for agents

• This search bar lets you view a specific agent and makes it easier to edit their schedules specifically.

Filter events

• This allows you to filter the view to specific event types. For example, you could use it to view all scheduled lunches, or how many people are off today.
• Simply select the events you want to filter and click Update filters. You can remove the filters by unchecking the event under Enabled filters.

Sorting

• This allows you to do a custom sort against many rules. The most common one we see is sorting by event start time, followed by the agent name.
• Note: Regardless of the sorting options, a logged-in agent will always see their schedule at the top of the schedule.

Filter people

• This lets you filter for specific agents to show. For example you can only show agents on a specific team which makes it easier to view that schedule flow.