Resolving outdated schedule changes on the Staffing timeline

It is possible for multiple users to edit the schedule on the Staffing timeline at the same time. In order to prevent issues with concurrent editing, we provide a feature to warn you of any outdated changes to your schedules.

Enabling this feature

Prevent saving outdated changes can be enabled on the Company settings → Staffing page. Clicking Yes will turn this on for all users in the instance.

Types of outdated conflicts

We handle two kinds of outdated changes:

• Event conflict- multiple users update the same event. In this situation, the first user to save has their changes saved to the database. The second user is warned that they made outdated changes. The second user’s conflicting change is discarded to resolve.

  • We indicate this conflict with a red octagon:

    

• Outdated- multiple users modify an agent’s schedule on the same day, but the changes don’t overlap. Both changes are valid, however, we still warn that there are other modifications on that day.

  • We indicate this conflict with an orange triangle:

    

While this isn’t an outdated change conflict, we do help handle time conflicts. This happens when multiple users modify an agent’s schedule on the same day and the changes overlap. We consider both changes valid and provide the option to resolve the conflict. 

Resolving outdated changes

Unsaved additions to the schedule will be highlighted in orange to help visually distinguish new events.

If you make changes that result in an outdated conflict, clicking save will bring up a warning module:

Clicking Filter by outdated changes will show the schedules with a conflict and an icon to indicate which kind they are. Clicking Close will not filter to schedules with a conflict but we will still indicate any conflicts or changes on the timeline.

The filter option at the right side of the timeline allows filtering to specific types of conflicts.

In the top right and next to the agent’s name, we have an icon to indicate the type of outdated change that happened. Clicking on either icon will show the dates of the outdated change. Clicking the date will bring you directly to that part of the schedule to review.

Example scenarios of outdated changes

Overriden change

User A moves an event from 9am-5pm to 10am-6pm and saves. User B moves the same event to 8am-4pm. User B is warned of outdated changes when they click to save.

The filtered changes are marked with a red octagon and the change the User A made is shown on the schedule to User B. User B can make any further changes if they want, or they can leave the schedule as is to keep the adjustment User A made.

With this change, User B’s change is overridden by User A’s change.

Outdated change

User A adds an event to an agent’s schedule from 9am-10am and saves the schedule. User B adds an event from 12pm-1pm on the agent’s schedule. User B is warned of outdated changes when saving.

Filtering the changes will show that User A added an event. If User B has no additions to make with this new change, they can save the schedule without issue. There are no conflicts to resolve with this.

Time conflict change

User A adds an Email event from 8am-5pm on the agent’s schedule and saves. User B adds a Technical event on the same day from 10am-2pm. When User B clicks to save the schedule, they are warned of outdated changes.

Filtering changes shows a conflict on the agent’s schedule during the time both users scheduled a different event. User B can select which event they want to resolve the conflict.

We encourage you to resolve any conflicts and outdated changes but you are not forced to. If you click save again without making any changes, you could save conflicting changes to the staffing timeline

If you have any questions about outdated changes, feel free to reach out to our Support team!