Adjust times for shifts and activities in the schedule editor

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Genesys Cloud Resource Center provides an Adjust Times feature within the schedule editor that enables supervisors to efficiently modify start times for multiple shifts and activities simultaneously. Users with appropriate Workforce Management permissions can select various combinations of schedule items—including individual or multiple shifts, activities, agent rows, or mixed selections—and apply a single adjustment operation to all selected items at once, with the system updating them simultaneously while preserving time differences between items. The Adjust Times dialog box, accessible via the Select Action menu or keyboard shortcut Shift+J, offers three adjustment types: Move Earlier, Move Later, and Set to Specific Time. The feature is available in all schedule views except the fully zoomed-out multi-week view, with users able to select multiple items using standard keyboard modifiers (Ctrl for Windows, Command for Mac, or Shift). The system automatically preserves item durations and updates end times accordingly, though shift length may be altered if activities are moved outside current shift boundaries. For linked activities such as meetings and training sessions scheduled across multiple agents, the system displays a confirmation dialog offering three options: Update All Activities, Update Original Selection, or Cancel. External activities managed by Genesys Cloud features such as Coaching, Learning, Opportunities, and Activity Plans trigger a separate confirmation dialog warning that modifications may affect external activity scheduling. If an activity is both linked and external, both dialogs appear sequentially. Genesys Cloud validates all adjustments before application, preventing changes that would move shifts or activities outside the schedule date range, cause shift overlaps for the same agent, or result in no schedule change. Failed validation displays a warning message without applying the adjustment. The feature supports standard Schedule Editor undo and redo actions for reverting or reapplying modifications. After applying modifications, users can save the updated schedule or discard changes by exiting without saving. The platform includes a feedback mechanism for users to report issues and offers related documentation covering workforce management fundamentals, schedule editor navigation, and display customization features.

PrerequisitesClick to expand

Use the Adjust Times action to move the start times of multiple shifts and activities at the same time. By applying a single adjustment to multiple selected schedule items, supervisors can update schedules more efficiently. You can move selected items earlier, move them later, or move them to a specific date and time.

Select shifts and activities

You can use Adjust Times with the following selections:

One shift
Multiple shifts
One activity
Multiple activities
A combination of shifts and activities
One or more agent rows

When you select an agent row, Workforce Management (WFM) applies Adjust Times to the shifts associated with that row. For example, you can select an entire shift and one or more individual activities and apply the same adjustment to all selected items. WFM treats the selection as a single adjustment operation and updates all selected items simultaneously.

To select multiple schedule items, perform the following steps:

Click Menu > Workforce Management > Scheduling > Schedules.
In the Schedule Editor page, open a schedule.
In the schedule, click the first shift or activity.
Press and hold Ctrl (Windows), Command (Mac), or Shift.
Click additional shifts and activities to add them to the selection.
Release the key when you finish selecting items.

After you select the required shifts and activities, open the Select Action menu and click Adjust Times. Alternatively, press Shift+J to open the Adjust Times dialog. WFM applies the adjustment to all selected items simultaneously.

Note: If a selected shift contains only one activity, the system treats the selection as an activity rather than a shift. This behavior is consistent with the Edit Activity dialog box.

Navigate to the Adjust Times dialog box

To navigate to the Adjust Times dialog box, perform the following steps:

Click Menu > Workforce Management > Scheduling > Schedules.
In the Schedule Editor page, open a schedule.
Select one or more shifts, activities, or a combination of both.
Open the Select Action menu.
Click Adjust Times.

The Adjust Times dialog box displays a summary of the selected items and the available adjustment options.

Displays the adjust times dialog box.

Note: Adjust times is available in all schedule views except the fully zoomed-out multi-week view. If the option is unavailable, switch to the Week view or zoom in to a more detailed schedule view.

Apply an adjustment

To apply an adjustment in the Adjust Time dialog box, perform the following steps:

Navigate to the Adjust Times dialog box.
Select one of the following adjustment types:
- Move Earlier: Move selected shifts and activities earlier by a specified duration. For example, move all selected items 15 minutes earlier to accommodate an operational change. When you move multiple items earlier, the system preserves the time difference between the selected items.
- Move Later: Move selected shifts and activities later by a specified duration. For example, move all selected items 30 minutes later to align with revised staffing requirements. When you move multiple items later, the system preserves the time difference between the selected items.
- Set to Specific Time: Move selected shifts and activities to a specific date and start time. Use this option when schedule items must begin at a known target time rather than move by a relative amount. When you select multiple items, the system moves all selected items to the specified start time.
Enter the required adjustment value.
Click Apply.

When you apply an adjustment, WFM:

Updates the start times of all selected items.
Preserves item durations.
Updates end times automatically based on the new start times.
Marks the schedule as having unsaved changes.

Note: Moving an activity outside the current boundaries of a shift can change the shift length. This behavior is consistent with other schedule editing actions, such as dragging activities within the Schedule Editor.

Linked activities

Some activities, such as meetings and training sessions, can be linked to activities scheduled for other agents.

Linked activities typically represent activities that are scheduled for multiple agents. When the selection includes one or more linked activities, WFM displays the Update impacted agent schedules? confirmation dialog box before applying the adjustment.

Displays the linked activities confirmation dialog box

The Update impacted agent schedules? dialog box lists the linked activities and asks whether to apply the adjustment to linked activities assigned to other agents.

Option	Result
Update All Activities	Applies the adjustment to the selected activities and all linked activities assigned to other agents.
Update Original Selection	Applies the adjustment only to the selected activities. Linked activities assigned to other agents remain unchanged.
Cancel	Closes the dialog without applying any changes.

If the selection includes multiple linked activities, WFM applies the selected option to all affected linked activities.

External activities

Some activities are managed by external workforce management features, such as Coaching, Learning, Opportunities, and Activity Plans.

When the selection includes one or more external activities, WFM displays the Changes impact external activities confirmation dialog box before applying the adjustment.

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The Changes impact external activities dialog box identifies the affected activities and warns that the adjustment can affect external activity scheduling.

Option	Result
Apply Changes	Applies the adjustment.
Cancel	Cancels the adjustment.

If a selected activity is both a linked activity and an external activity, WFM displays the linked activity confirmation dialog first. After you respond to that dialog, WFM displays the external activity warning dialog box.

Validation rules

Before applying an adjustment, WFM validates all selected items. WFM does not apply an adjustment if it:

Moves a shift or activity outside the schedule date range.
Causes a shift to overlap another shift for the same agent.
Results in no schedule change.

If validation fails, WFM displays a warning message and does not apply the adjustment.

Undo and redo actions

Adjust Times supports the standard Schedule Editor undo and redo actions. After you apply an adjustment, you can:

Undo the adjustment.
Redo the adjustment.
Save the updated schedule.
Discard the changes by leaving the schedule without saving.

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