Agent Scheduling is where you set the work hours for every agent on your team. It lives in Settings → Agent Scheduling and powers two things: who's available to take calls or jobs at any given time, and the timesheet baseline against which actual clock-in hours are compared.

You can edit it two ways:

1. One agent, one day at a time — click any cell in the grid and set start/end times (or pick a Quick Template like 9-5, 8-4, 10-6). Best for one-off changes — a single late start, a swapped day off, a one-time override.

2. Bulk Edit — apply the same shift to multiple agents across multiple days in one click. Best for setting up a new hire, rolling out a seasonal schedule change, or copying one agent's pattern to the whole team.

Once saved, schedules flow into the live Agent Schedule page in the sidebar — that's where dispatchers, managers, and the agents themselves see who's working when.

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Click Settings in the left sidebar (bottom). All admin and configuration pages live here.

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Find the Agent Scheduling tile in the People section of Settings. The tile description reads "Shift templates and work availability." Click to open the schedule grid.

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The grid shows every agent down the left side and every day across the top. Empty cells (showing an em-dash —) mean no hours are set for that agent on that day. Click any cell to open the Edit Schedule modal for that agent + date.

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The Edit Schedule modal gives you three ways to set hours:

• Quick Templates — one-click shortcuts: 9-5, 8-4, 10-6, 7-3, 12-8. Click one and the start/end times below auto-fill.

• Start Time / End Time — type or pick your own times if the agent's hours don't fit a template.

• Day Off toggle (top) — flip this on to mark the whole day as off (vacation, PTO, scheduled day off, etc.). Hours fields disappear when toggled on.

There's also an Add one-time override instead link at the bottom — use it when you want to change this date only without altering the agent's recurring weekly pattern.

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Save Schedule commits the change. The cell on the grid updates immediately, and the new hours flow into the live Agent Schedule page and any availability checks (call routing, dispatcher views, etc.) right away.

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The Bulk Edit button (top right of the schedule page) is the fast path when you're setting up a whole team — a new shift pattern for the season, onboarding three new agents at once, or rolling out a uniform schedule across the department. One submit can replace what would otherwise be dozens of individual cell edits.

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The bulk modal opens with a row of day toggles — Mon, Tue, Wed, Thu, Fri, Sat, Sun. Click each day you want the schedule to apply to. Click multiple days to cover, say, a Mon–Fri 9-5 pattern, or just Sat to add weekend coverage. Selected days highlight; unselected days will be left untouched.

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Below the days, click the Select agent dropdown. You can apply the same schedule to one agent or several — re-open the dropdown to add more.

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Pick the agent(s) you want this schedule applied to. The selected agents will all receive the same hours on the same days you chose in the previous step.

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Apply Schedule writes the new hours to every selected agent × selected day combination in one shot. The grid updates immediately, and every affected cell now shows the new start/end times. If any of those slots had existing hours, they're overwritten, so double-check the agent and day selection before clicking apply.

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Settings → Agent Scheduling is where you configure the schedule. The live, day-to-day view of who's working lives in the sidebar at Agent Schedule. That's where dispatchers see availability at a glance, managers check coverage, and agents themselves see their upcoming shifts. Any change you save in Settings shows up here within seconds — no refresh, no sync delay.

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