Control agent schedule visibility overview

Schedule visibility is based on the agent’s current management unit.

Administrators configure the number of future weeks that agents can view. The system calculates the visibility window as:

Current week + configured number of future weeks

For example:

• Current week + 0 weeks: Agents can view only the current schedule week.
• Current week + 1 week: Agents can view the current week and the next week.
• Current week + 2 weeks: Agents can view the current week and the next two weeks.

The business unit’s configured start day of the week and time zone determine the current week. The system uses the business unit’s time zone, not the agent’s local time zone, to determine when a new week begins.

The visibility window advances at the start of each new business unit week, rather than each day. For example, if agents can view the current week plus one future week, they see the same two schedule weeks throughout the current week. When the next business unit week begins, the visibility window advances by one week.

Schedule visibility controls do not affect past schedules. Agents can continue to view past schedules; the controls only limit how far into the future they can view published schedules.

The system calculates schedule visibility based on the business unit’s time zone and week configuration.

Agents who work in a different time zone from the business unit may see slight differences in schedule boundaries. For example, an agent in London who belongs to a New York-based business unit might see the visibility window extend into early Monday morning in their local time.

This behavior is expected because the visibility window follows the business unit’s schedule week and time zone, not the agent’s local time zone.

Example:

Your business unit schedule week runs from Monday through Sunday. You configure the management unit to allow agents to view the current week + 2 future weeks. During the current week, agents can view:

• The current week.
• The next week.
• The following week.

Agents cannot view published schedules beyond this visibility window. When the next business unit week begins, the visibility window advances by one week. Agents can then view the new current week and the next two weeks.

Agents can view published schedule information only within the configured visibility window.

Dates outside the visibility window appear the same as dates without a published schedule. Agents do not receive an error message or other indication that schedule information is hidden.

If a scheduled activity starts within the visibility window, agents can view the entire activity, even if it extends beyond the visibility boundary. For example, if an overnight shift starts on the last visible day and ends after midnight, agents can view the entire shift. However, if the shift starts on the first hidden day, agents cannot view the shift.

Schedule visibility restrictions apply consistently across supported agent-facing schedule experiences, including:

• Agent schedule views.
• Team schedule views.
• Tempo.
• Supported embedded schedule experiences, such as Salesforce.

Agents cannot view published schedule details outside the configured visibility window through any of these supported schedule experiences.

Schedule visibility does not prevent agents from requesting time off for dates outside the visibility window.

Agents can request time off for future dates even if they cannot yet view their schedules for those dates. If a schedule exists, the system can use the scheduled hours to calculate the time off. Otherwise, the system uses the standard fallback calculation.

Approved time off can appear in the time off panel even when the associated schedule falls outside the visibility window. The time off information does not reveal hidden shift or activity details.

Agents cannot view or interact with shifts outside their configured schedule visibility window.

When a week falls outside the visibility window, the calendar does not display shifts for that week. As a result, agents cannot select those shifts to create, accept, or manage shift trades in the shift trade interface.

Schedule visibility restrictions also apply to flexible meals and breaks.

Agents cannot edit meals or breaks for shifts outside the configured visibility window, even if the flexible meal or break configuration allows edits further into the future.

In Tempo, possible shifts can appear for dates outside the configured schedule visibility window.

Agents may see available shift opportunities even when they cannot view their published schedules for those dates. This behavior allows agents to identify available work opportunities without exposing hidden schedule details.

In team schedule views, stale data indicators appear only for schedule information within the agent’s configured visibility window.

Agents do not see stale data indicators for schedule information outside the visibility window.

Agents receive schedule-related notifications only for changes within their configured visibility window.

If a schedule update affects both visible and hidden dates, the notification includes only the visible dates. If all affected dates fall outside the visibility window, agents do not receive a notification.

Schedule visibility controls do not affect time off notifications.

Supported public schedule APIs also enforce schedule visibility restrictions for agent schedule data.

When a visibility restriction applies to an agent, the APIs do not return schedule information outside the configured visibility window. This behavior prevents agents from accessing hidden schedule details through supported public APIs.