Edit schedules with drag and drop

You can change the start and end times of an agent’s schedule and move scheduled activities within a day’s schedule using drag-and-drop techniques.

With the schedules displayed in Hour view, double-click the agent’s schedule bar to initiate the drag-and-drop action. When you do so, the schedule bar splits in two. General time, such as In Service time, becomes the bottom bar, and specific time, such as exceptions and breaks, becomes the top bar.

• Use your cursor to drag the ends of the bottom bar left and right to change the shift start and end times.
• On the top bar, use your cursor to drag a scheduled activity to a new time.

By default, schedule changes snap to five-minute increments. To make changes in one-minute increments, hold down the Shift key while you drag (release the mouse button before the Shift key or the schedule change snaps back to five-minute increments).

NOTE   A dynamic scheduling event exception that is outside of the agent’s In Service time cannot be moved.

You must click Save to save the changes you have made to the schedule. If you want to cancel changes you have made but not yet saved, either select Discard Changes from the Actions drop-down list or click the browser Refresh button to reload the page with the original schedule.