Copy and Duplicate Schedules

Copy and Duplicate Scenarios

Using the Schedule Manager, you've successfully created the ideal schedule for one of your employees for the upcoming week. It's understandable that you would want to use the same schedule again, both for that employee and other employees.

There are a few ways in which you can reuse a schedule:

• You can take a specific time frame from an employee's schedule and copy it to other employees, as long as it is for the same time frame.

  For example: John's schedule for the week of November 5th is an ideal schedule for his fellow employees. You can copy it to the five other employees you know will be working the same shifts for the week of November 5th as well.

• You can duplicate a specific day or week of an employee's schedule to their own future schedule.

  For example: Gail is going to have to work half days on Mondays for the near future. You can copy her updated schedule for Monday to every upcoming Monday for a selected period of time, instead of updating each day separately.

• In certain cases, you may want to copy a specific day or week of an employee's schedule to other employees' future schedules. In this case, you would need to first duplicate the employee's own schedule to the future date you're interested in, and then copy it over from that date to the other employees.

The copy and duplicate functionalities in CXone WFM make creating schedules for multiple periods much easier, and you can even edit the new shifts once they've been created.

Copy a Schedule to Other Agents

1. Click the app selector and select CXone WFM.

2. Click Schedule Manager.

3. Click the Settings button and select Copy Agent Schedule.

4. In the Copy Agent Schedule window, select an agent from the drop-down list. This is the agent whose schedule you will be copying.

5. Define the source dates for the schedule. Choose a start date and end date. The schedule will be copied from between these dates.

6. Click Add Agents.

7. In the Select Agents window, select all the agents you want to copy the schedule to and then click Save.

8. Once you have added agents, click Copy.

   The schedule will be copied from the defined agents and dates to the selected agents.

   The new schedules will overwrite any existing schedules on the destination dates. This does not include pinned activities or time off that was defined as unable to be overwritten by the scheduler.

   If a schedule was previously published, the new schedule will be automatically published, otherwise, new schedules must be published manually.

   Agents with changes to a published schedule will get an email and a notification.

   The copied schedules can be viewed in the Schedule Manager.

Duplicate an Agent's Own Schedule

1. Click the app selector and select CXone WFM.

2. Click Schedule Manager.

3. Click the Settings button and select Duplicate Schedule.

4. In the Duplicate Agents Schedule window, select the Time Frame: either Day or Week.

5. You are duplicating agents' own schedules, so you must select whether you want to duplicate the schedules for All agents or for Specific agents.

6. If you select Specific agents, click Add Agents.

7. In the Select Agents window, select all of the agents you want to duplicate the schedule to and then click Save.

8. Choose the Source Day/Week, depending on the time frame you selected.

9. Choose the Destination Day/s or Week/s.

   The source day or week will be copied to the selected destination dates. The destination dates do not have to be consecutive.

10. You can view a summary of your selections in the Summary pane. From the Summary pane, you can delete specific destination dates or agents. You can also reset the entire selection by clicking Reset All.

11. Click Duplicate.

    The employees' schedules will be duplicated to the defined future dates.

    The new schedules will overwrite any existing schedules on the destination dates. This does not include pinned activities or time off that was defined as unable to be overwritten by the scheduler.

    If a schedule was previously published, the new schedule will be automatically published, otherwise, new schedules must be published manually.

    Agents with changes to a published schedule will get an email and a notification.

    The copied schedules can be viewed in the Schedule Manager.

Duplicate an Agent's Schedule to Other Agent's Future Schedules

1. Click the app selector and select CXone WFM.

2. Click Schedule Manager.

3. Click the Settings button and select Duplicate Schedule.

4. In the Duplicate Agents Schedule window, select the Time Frame: either Day or Week.

5. Select Specific agents, and click Add Agents.

6. In the Select Agent window, select the agent whose schedule you want to copy and then click Save.

7. Choose the Source Day/Week, depending on the time frame you selected.

8. Choose the Destination Day/s or Week/s.

9. Click Duplicate.

   The agent's schedule will be duplicated to the defined future dates. Now you can copy that schedule to other agents.

10. Click the Settings button and select Copy Agent Schedule.

11. In the Copy Agent Schedule window, select the relevant agent from the drop-down list. This is the agent whose schedule you will be copying.

12. Define the source dates for the schedule. Choose a start date and end date. The schedule will be copied from between these dates.

13. Click Add Agents.

14. In the Select Agents window, select all of the agentsyou want to copy the schedule to and then click Save.

15. Once you have added agents, click Copy.

    The schedule will be copied from the defined employee and dates to the selected agents.

    The new schedules will overwrite any existing schedules on the destination dates. This does not include pinned activities or time off that was defined as unable to be overwritten by the scheduler.

    If a schedule was previously published, the new schedule will be automatically published, otherwise, new schedules must be published manually.

    Agents with changes to a published schedule will get an email and a notification.

    The copied schedules can be viewed in the Schedule Manager.