View Schedule Changes

You can track any changes made to an agent's schedule, and view who made those changes directly from the Schedule Manager. You can even revert to a previous version of the agent's schedule in many cases.

To view the history of changes made to an agent's schedule:

1. Click the app selector and select WFM.

2. Click Schedule Manager.

3. In the Schedule Manager page, you can view the list of agents based on the Date and Timezone selected. By default, the date is set to the current date and the timezone is based on your local settings.

4. Click the Actions icon next to the agent's name, and select View Schedule Changes. You can view the schedule changes for an individual agent.

5. In the Schedule History for <Agent Name> window, each change to the agent's schedule appears as a separate row. The first row is the agent's current schedule.

   The following information appears for the changes:

   • The date and time of the change

   • Who made the change

   • What action that triggered the change (for example, an agent request or publishing a new schedule)

6. To return to a previous version of an agent's schedule, click the Make current button in the relevant row. This button will only be displayed if that specific change can be undone.

7. When you're done, click Close.