About Schedule History and Restore

NOTE   For procedures on how to view an agent’s schedule history and restore previous schedules, see Undo a schedule change.

You can restore an agent’s schedule to a previous version using the Schedule History and Restore feature. It is available for use with the past, current, and future schedules of agents who are within your Main View.

Schedule history is tracked as soon as retention is enabled and accumulates from that point in time up to the length of the retention period. By default, the retention period is 7 days, but this value can be changed by your administrator. If for some reason an agent’s schedule needs to revert to a previous version in order to undo changes that were made, the appropriate schedule revision can be restored from the schedule history as long as it is within the retention period.

You can view and restore schedule history from two locations:

• Agent Schedules page (right-click an agent’s schedule and choose Schedule History from the context menu)
• Schedule History and Restore page in Application Management (see Undo a schedule change

Important to note

Keep in mind that a restore does not affect:

• Min/max limits by agent (they can be violated)
• Assigned exceptions list on the Users page
• Time off allotment usage
• Intraday dynamic scheduling requests
• Dynamic availability
• Pending schedule edits
• Adherence and conformance calculations
• HRMS
• Vacation plans
• Messaging requests

NOTE   If a restore violates maximum staffing conditions, it will fail.

Restoring a schedule involved with a trade restores only the selected agent’s schedule. The other agent’s schedule is not changed and the traded hours remain.

EXAMPLE   Agent A trades a Tuesday shift with Agent B’s Wednesday shift. However, Agent A’s schedule is restored to what it was before the trade with Agent B so that Agent A is once again scheduled to work on Tuesday. Agent B’s schedule is not changed by the restore so that he is still scheduled to work on Tuesday and not on Wednesday.

When there are multiple agent schedules involved in a change, they are identified as a group with an Event ID. This makes it easier to find every schedule that was changed if it becomes necessary to restore them to an earlier version.