--- schema_version: "1" id: 7458256ee9bc80bc89c636347e0543e5f6a88e1d5e934ccb33f30e8d716ce079 title: Schedule Manager collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/workforce_engagement_schedule_manager.md canonical_url: https://help.salesforce.com/s/articleView?id=service.workforce_engagement_schedule_manager.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: dd721a1c4bcb6e21245427018533d005b4b7ef5857ebaf155d0be82f72f1d79d description: The Schedule Manager is a Gantt-style scheduling interface available in the Service Console. It gives planners a real-time visual overview of shifts, staffing levels, and coverage across service territories and job profiles. products: - Service Cloud - Digital Engagement release: "264" --- # Schedule Manager The Schedule Manager is a Gantt-style scheduling interface available in the Service Console. It gives planners a real-time visual overview of shifts, staffing levels, and coverage across service territories and job profiles. ### Required Editions
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Planners open the Schedule Manager directly from the Service Console navigation bar. It is also accessible from the navigation menu under **Schedule Manager**. ## Accessing Schedule Manager From the Schedule Manager, planners can: - View shifts across a full week or a single day in a Gantt calendar - Switch between a **Service Resource view** and a **Job Profile view** - See staffing metrics — Net Staffing, Scheduled Staffing, and Required Staffing — at a glance - Create, edit, and manage shifts without leaving the calendar - Link a Capacity Plan to drive staffing targets in the view ## Week View The Week View is the default view in Schedule Manager. It displays shifts across a 7-day span, with each day represented as a column (Mon through Sun). At the top of the calendar, a summary panel shows three staffing metrics across each day of the week: | Row | Description | | --- | --- | | Net Staffing | The difference between scheduled and required staffing. Positive values indicate overstaffing; negative values indicate a gap. | | Scheduled Staffing | The total number of support reps scheduled to work during each interval of the day. | | Required Staffing | The number of support reps needed based on workload forecasts. Populated when a Capacity Plan is linked to the view. | Below the summary panel, shifts are grouped by service territory (for example, JAP, LA, NY, SF, TLV). Each territory row shows the territory name, resource count, and local time zone. Expand a territory to see the individual service resources and their assigned shifts for the week. To navigate the Week View: - Use the < > arrows to move backward or forward by one week. - Click **Today** to return to the current week. - Click the **date picker** to jump to a specific week. - The **Adjust View** panel (gear icon) lets you toggle **Show Territory Time Zone** and link a **Capacity Plan** to populate the Required Staffing row. ## Day View The Day View shows shifts for a single day, with hourly time slots displayed horizontally across the calendar. It provides a more granular look at coverage within a day. To switch to Day View, click the **Week** dropdown and select **Day**. The calendar re-renders to show the selected date across a 24-hour timeline (12am through 11pm). The same three staffing metric rows (Net Staffing, Scheduled Staffing, Required Staffing) appear at the top, now broken down by hour instead of by day. Below the metrics, service territories expand to show individual resources and their shift blocks positioned along the hourly timeline. Day View also shows two tabs above the Gantt area: | Tab | Description | | --- | --- | | Shifts | Shows shifts that need to be assigned or reviewed for the selected day. | | Activities | Shows shift segment activities that need attention. | To navigate Day View, use the < > arrows to move to the previous or next day, click **Today** to jump to the current date, or use the **date picker** to select a specific day. ## Service Resource View The Service Resource view groups the schedule by individual support reps, organized within their service territory. This is the default grouping when you open Schedule Manager. Each service territory appears as a collapsible group header showing: - Territory abbreviation (for example, **SF, LA, NY**) - Resource count for that territory (for example, Resources: 1) - Local time zone and current local time Expand a territory to see a row for each service resource assigned to it. Each row shows the support rep's name and any shifts assigned to them during the selected time period as color-coded blocks on the Gantt. Shift blocks are color-coded by status: | Color | Status | | --- | --- | | Orange stripe | Tentative | | Blue stripe | Published | | Green stripe | Confirmed | Unassigned shifts appear in an **Unassigned Shifts** section at the top of the territory list. ## Using Service Resource View Service Resource view is best for answering questions like: - Which agents are scheduled this week? - Does a specific agent have gaps or overlapping shifts? ## Job Profile View The Job Profile view groups the schedule by job profile rather than by individual agent. This view is most useful for planners who need to understand staffing coverage by skill or work type across the contact center. To switch to this view, click the **Service Resource** dropdown and select **Job Profile**. The calendar re-renders with job profiles as the row groupings. Each job profile (for example, Billing Calls, Billing Cases, Info Chats) appears as a collapsible group header. The header displays four key metrics for the selected period: | Metric | Description | | --- | --- | | Resources | The number of service resources assigned to this job profile. | | Net Staffing | Net difference between scheduled and required coverage (shown in green for surplus, red for deficit). | | Coverage % | The percentage of required time intervals that have at least one agent scheduled. | | Utilization % | The percentage of scheduled capacity being used relative to available capacity. | Expand a job profile to see a sub-row for each service territory that has resources assigned to that profile. Each sub-row shows the shift hours and number of shifts for that territory. ## Using Job Profile View Job Profile view is best for answering questions like: - Is the Billing Calls queue adequately staffed this week? - Which job profiles have coverage gaps? - How is utilization distributed across work types? ## Creating Shifts from Schedule Manager Planners can create, template-based, and pattern-based shifts directly from the Schedule Manager toolbar — without switching to the Shifts app. ## Create a New Shift From Schedule Manager, click **New**. The **New Shift** form opens in a new subtab. Fill in the required fields: - **Start Time** and **End Time** (date and time) - **Status** (Tentative, Published, or Confirmed) Optionally fill in: - **Job Profile** — the skill or work type required for the shift - **Service Territory** — where the shift takes place - **Service Resource** — the support rep to assign - **Time Slot Type** — Normal or custom type - **Label** — a custom label for the shift - **Non-Standard** — mark shifts that are less desirable (for example, weekends or overnight) - **Background Color** — choose a custom color to visually distinguish the shift in the Gantt Review the **Shift Cell Preview** to see how the shift will appear in the calendar. Click **Save**, or **Save & New** to create another shift immediately. ## Create Shifts from a Template Click **New from Template** to open the shift creation form pre-populated with a template's fields. Templates speed up shift creation when the same shift pattern repeats frequently. ## Create Shifts from a Pattern Click **New from Pattern** to create multiple shifts at once using a repeating shift pattern. Specify the service resource, pattern, and date range, and the system generates all matching shifts.