Team schedule view

AI-generated summary

Genesys Cloud provides comprehensive team schedule management through the Schedule tab in the Activity menu, enabling agents and supervisors to view and manage colleague schedules within their management unit. Access requires specific permissions (Workforce Management Agent Schedule View and Agent Management Unit Schedule View) and compatible licensing including CX 3, CX 4, CX 3 Digital, CX 1 WEM Add-on II, CX 2 WEM Add-on I, or CX EX plans, with administrator control at the management unit level. The interface supports Day and Week view modes with customizable sorting by agent names and shift times, agent name search functionality, and status filtering options (All schedules, Only scheduled, Only unscheduled, Only time off). Users can maintain up to 10 favorite coworkers for quick reference, utilize a date picker with arrow controls and Today button, and bookmark schedules through unique URLs that preserve date, filter, and sort settings. Agent profile cards enable direct communication via chat, calls, emails, and video calls. Day view displays detailed activity information including On Queue, Work, Break, and Meeting categories when hovering over shifts, while Week view shows daily shift details as bars with start and end times. Privacy controls restrict visibility to category-level schedule information for other agents (such as Meeting, Break, Meal, Time Off) without detailed activity descriptions, while logged-in users receive full activity codes and descriptions. Schedule information remains read-only and restricted to management unit members, with inactive users marked accordingly and deleted users removed from Workforce Management. For management units exceeding 25 agents, schedules are paginated at 25 agents per page, with filters and searches applying across all pages. The platform supports workforce management functions including time-off requests, shift trades, mobile app access, and calendar linking. Real-time updates occur automatically, though extended periods without manual refresh may display warning icons and refresh prompts. Failed data loads display placeholder text, warning icons, or skeleton loading views with toast notifications offering retry options, and error handling provides specific error messages for failed refreshes. Schedule visibility is scoped to agents within the user's own management unit only, with search functionality limited to agent names and a maximum of 10 pinnable favorites that may disappear if agents change units or leave the organization. The documentation includes a feedback mechanism allowing users to rate article helpfulness and report issues such as inaccurate content, outdated information, or unclear presentation.

PrerequisitesClick to expand

Genesys Cloud CX 3, Genesys Cloud CX 4, Genesys Cloud CX 3 Digital, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud EX
The following permissions:
- Workforce Management > Agent Schedule – View
- Workforce Management > Agent Management Unit Schedule – View
For agents: If you do not have these permissions, you can view only your own schedule
For administrators: Administrators control the agents’ access to management unit schedule view

As an agent, the Team Schedule view allows you to view the schedules of your colleagues in the same management unit as yourself. The Team Schedule view enables you to:

Check who is covering after your shift ends.
See if a teammate is available for a shift swap before submitting a trade request.
Identify when colleagues are on vacation to plan coverage.
Pin close coworkers so their schedules are always easy to find.

Team Schedule view includes agents that belong to the same management unit.

As an administrator, you control agents’ access to this feature to decide whether they can view schedules across their management unit. Shared schedules are always read-only and are limited to show only category-level information. For example, instead of Meeting – All Staff Meeting, agents can see the category – Meeting.

View the Team Schedule view on the schedule tab

To view the Team Schedule, click Menu > My Activity > Schedule. For more information, see My Schedule view. The default view that displays is your schedule view.

To view the teams’ schedule, perform the following steps:

In the Schedule tab, locate the My Schedule drop-down next to the Day and Week view options.
In the My Schedule drop-down, click to view the options.
- My Schedule: Displays the agent’s schedule. This is the default view.
- Management unit: Displays the schedule view of all agents in the management unit.

Once you select your management unit, the Schedule view displays. You can switch between your schedule and the schedule of other agents in your management unit.

Note: You cannot view your management unit schedule details when you navigate to the Schedule tab from the Analytics workspace.

You can perform various actions when on the Team Schedule view.

Manage the Team Schedule view

When viewing team schedules, you have several options to help you find and organize the information you need. Before you proceed to perform any of the following actions, ensure that you are in the team schedule view.

Perform search for agentsClick to expand

Sort schedules and select, view, and remove agents from favoritesClick to expand

To sort the schedules of agents, perform the following steps:

Locate the Sort drop-down above the agent schedule.
In the Sort drop-down, select the most applicable from the available options:
- Names: Displays the names in alphabetical order (Default).
- Earliest start: Displays the agents with the earliest start times first.
- Latest start: Displays the agents with the latest start times first.
- Earliest end: Displays agents whose shifts end earliest first.
- Latest end: Displays agents whose shifts end last first.
The agent schedule is displayed based on the selection that you made.

You can select one or multiple agents as favorites. These agents’ details are displayed below your name on the team schedule. You can select up to 10 agents to your favorites. To select, view, or remove agents from favorites, perform the following steps:

In the left panel, which lists the agents, locate the agent.
Hover over the agent’s name or photo.
Click the Star icon and mark them as a favorite.
- A solid star indicates that the agent is pinned as a favorite.
- An empty star indicates that they are not selected as favorite and appears only when you hover. You can click the star to select the agent as your favorite.
To remove a favorite, click the filled star again.

Click the Keep favorites first checkbox to retain the name of the agents always on top regardless of the sorting actions you perform.

Filter schedulesClick to expand

To filter team schedules, perform the following steps:

Locate the All Schedules drop-down above the agent schedule.
In the All Schedules drop-down, choose one of the following options:
- All schedules: Displays all the agents in your management unit (Default).
- Only scheduled: Displays only agents with shifts on the selected day/week.
- Only unscheduled: Displays only agents without a schedule.
- Only time off: Displays only agents who have time-off scheduled.

If your management unit has more than 25 agents, the schedule is split into pages. You can view details of 25 agents in each page and click the forward and back buttons at the bottom of the page to view additional agents’ details. The filters and search apply across all pages, not just the current page.

View agent profile cardsClick to expand

Switch between day and week viewClick to expand

The Schedule tab in the team schedule view displays the current day view by default. You can switch between Day and Week by clicking the relevant option.

In Day view, hover over an agent’s shift to see activity information. For example, Meeting, break etc. Detailed information is available only for the logged in agent (You). For example: On Queue – Work, Break, Meeting – 1:1.
In Week view, daily shift details appear as bars, with start and end times shown in each cell. Tooltips are not available in this view.

Navigate between datesClick to expand

Bookmark a schedule viewClick to expand

You can bookmark a schedule view and revisit it anytime later.

To bookmark a team schedule view, copy the URL link from the browser and save it or share it with another agent. Each team schedule view has a unique URL that includes your date, filters, and sort order.
To visit a bookmarked team schedule view, paste the saved URL link on the browser. When you open the link, you return to the same view.

Limitations

The following table lists the points that you must consider when you are using the team schedule view.

Limitations	Description
Category-only details for teammates	You can only view category-level schedule information for other agents. For example, Meeting, Break, Meal, Time Off. You cannot see detailed activity descriptions or any notes added to activities for other agents. For example, Meeting – Return to Work. You can view activity-level schedule information for yourself including activity codes, detailed activity descriptions, and any notes added.
Manually refresh schedule data to view updates	Team schedules update in real time, but if you leave the view open for a long time, some information may not update real time and can become outdated if a colleague’s schedule is updated. In such cases: A warning icon and grayed-out schedule is displayed for the affected agent. A message is displayed prompting you to refresh. If refresh fails, Genesys Cloud displays the following message: Agent data is not being updated. Refresh again. If the refresh fails to load the team schedule, Genesys Cloud does not display any data along with the following message: We were unable to load the data. Refresh to try again.
Error handling and loading behavior	When the data does not load, Genesys Cloud displays: A placeholder text. For example, Unknown 1, Unknown 2. This error happens especially when the schedule does not update the agent’s name. A warning icon, or a refresh option. A skeleton loading view indicating that schedules are being retrieved. A warning message is displayed – If the own schedule fails to load, the UI displays a toast containing a refresh button that enables the user to retry.
Management unit scope only	You can view schedules for agents only when: They are within your own management unit. You cannot view schedules across multiple management units. You have the correct permissions. Inactive users are shown as Inactive and deleted users are removed entirely from Workforce Management (WFM).
Search and favorites	In the team schedule view, you can: Perform search only using agent names. Pin a maximum of 10 favorites. Favorites can disappear if an agent changes management units or leaves the organization.
No month view	Currently, only day and week views are supported.
Agent display settings	The team schedule view displays up to 25 agents per page.
Limited available actions	In the team schedule view, WFM supports the following other actions: Time-off requests Mobile app access Calendar link In your personal schedule view, WFM supports the following actions: Shift trades Exception management

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