Undo a schedule change

The Schedule History and Restore page enables you to review a history of an agent’s schedule revisions and restore a previous revision to the current schedule.

NOTE   For an overview of this feature, see About Schedule History and Restore,

You can access the Schedule History and Restore page by two methods:

• Right-click an agent’s schedule on the Agent Schedules page and choose Schedule History from the context menu. This displays the page with search results for that agent and the date of the schedule you were viewing.
• Navigate to the page in Application Management (Application Management > Schedule Management > Schedule History and Restore). This displays the page with search results for today’s schedule date.

Searching schedule history

Use the search criteria to find the agent schedule you want to revert.

Search the schedule history for a specific agent schedule

1. Enter a specific schedule date or a range of schedule dates. This is the minimum required search criteria.

2. Add more search criteria if desired, as follows. All these criteria are optional.

   Criteria	Description
   Agent Name	The agents in the drop-down list are active agents on teams in your Main View. You can opt to include inactive agents in the list by selecting the “Show inactive users” check box.
   Display Time Zone	The time zone used when displaying the search results.
   Revision Date	The date the schedule revision was made.
   Changed By	The name of the user who changed the schedule.
   Revision Type	The type of change made to the schedule.
   Event ID	The unique ID that identifies every agent schedule that was involved in a change. NOTE   If there are multiple agent schedules that were changed in a single saved change, each of those schedules has the same Event ID, but individual Revision IDs.

3. Click Search. The search results are displayed in the Results table.
4. Click Reset to clear the search criteria fields and enter new search criteria.

Results table

Depending on your search criteria, the Results table can contain one or multiple hits for a specific agent, or, if you searched using the Event ID, for multiple agents. If there are multiple hits for an individual agent, the Revision ID identifies the order in which changes were made to that agent’s schedule, with the highest revision ID number being the most recent change.

NOTE   Each schedule revision hit is for a shift. If an agent has split shifts for a date during a schedule run, each of the shifts has its own schedule revision hit. If an agent’s schedule has not changed during a schedule run, there is no revision hit for that agent.

The Results table can be sorted by any of the table columns in ascending or descending order by clicking the column header.

Restoring a schedule

Restore an agent’s schedule to a previous version

1. Access the Schedule History and Restore page by right-clicking the agent’s schedule on the Agent Schedules page or by navigating to it in Application Management.
2. If you accessed the page through Application Management, use the search criteria fields to locate the agent schedule you want to restore.
3. In the search results table, click the Revision ID hyperlink on the appropriate row.
4. Click Restore next to the revision you want to restore.

Example: Restoring a schedule

In the Results table, click the hyperlinked Revision ID to display the agent’s schedule history. The schedule history shows every revision made to that agent’s schedule within the data retention period.

NOTE   For each schedule revision shown, there is one hour of non-scheduled time (brown with dark cross-hatching) shown at each end of the schedule bar. These extra time spans are displayed only to delineate the schedule, and are not restored when you restore a revision.

For example, the schedule history for this agent shows the current schedule and three changes:

Callout	Description
4	This row shows the oldest revision. This original version of the agent’s schedule has an assigned exception (the pink activity) scheduled to take place at 9:15 AM.
3	This row shows the second more recent revision. In this revision, the assigned exception has been moved from 9:15 AM to 2:30 PM and the lunch break (the blue activity) moved from 11:00 AM to 12:00 PM.
2	This row shows the most recent revision. It is always identical to the current revision in row 1. In this revision, the assigned exception has been moved again to 1:00 PM and the lunch break moved back to 11:00 AM.
1	This row shows the agent’s current schedule. It is always displayed on the schedule history page so you can compare it to previous revisions. When there are many revisions, those revision lines can be scrolled up and down while the current schedule stays in place.

If it necessary to restore the agent’s schedule to the version where the assigned exception is at 2:30 PM and lunch is at 12:00 PM, you can display the schedule history and click the Restore button on row 3. The agent’s current schedule then reverts to that version. The agent’s schedule history now displays a new revision showing this change:

Example: Behavior when restoring over an existing schedule

If a time span where a revision is restored already has one or more shifts for the agent (including Available time) up to 24 hours long, these shifts are replaced with the Not Available activity before the restored revision is applied. For example:

Before Restore	Restored Revision	After Restore
6 AM–12 PM Shift 3 PM–6 PM Shift	9 AM–5:30 PM Shift	6 AM–9 AM Not Available 9 AM–5:30 PM Restored Shift 5:30 PM–6 PM Not Available
8 AM–12 PM Shift 12 PM–4 PM Available	12 PM–4 PM Shift	8 AM–12 PM Not Available 12 PM–4 PM Restored Shift