To replace an Agent’s shift with a new shift:

  1. Select an Agent’s shift.
  2. Click Replace Shift.
  3. The Replace Shift window opens. Complete all fields (see Replace Shift window below and refer to Remove Agent Table for a detailed description of all fields).
  4. When all fields are completed, click Save.
  5. Replace Shift confirmation dialog box appears. Click OK.
  6. The new shift information will appear in the schedule, for the selected Agent, on the selected date.

Remove Agent Table:


In the drop-down menu, select the Agent whose shift you want to replace in the schedule.


In the drop-down menu, select the Shift you want to replace.

Shift Date

Click the date picker and select the shift date you want to replace.


Type any notes regarding the shift replacement.

Only replace if there is schedule information

Select to only replace a shift if schedule information already exists.



Click to replace the existing shift with the new shift.


Click to close the Replace Shift window. If the window is closed without saving the information, the Agent’s shift will not be updated in the schedule.