Admin, Manager, Team Lead, or Standard role, depending on the task
- Export a schedule
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Admin, Manager, Team Lead, or Standard role
Or a custom role with View schedules set to Can view all agents' schedules - Upload a schedule
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Admin or Manager role
Or a custom role with Schedule uploads set to Can upload schedules
Admins set roles and permissions in Manage team > Roles and permissions.
Use schedule exports to get your team’s schedule into a spreadsheet for custom reporting, and schedule uploads to add many events at once from a CSV file. Both work from the Staffing timeline, for the schedule you’re viewing.
To find them, go to Schedule > Staffing timeline. Download schedule (the download icon) and Upload schedule (the upload icon) are in the filter bar above the schedule.
How uploads and exports work
- Exports and uploads use the schedule selected in the Schedule filter, so you can work on a test schedule before changing your primary schedule.
- Uploads only accept the Staffing timeline format. The easiest way to get a file with the right headers is to export the same date range first and edit that file.
- Uploaded events are saved to the schedule as soon as the upload finishes. You don’t need to select Save.
Export a schedule
- Select Download schedule.
- Choose a format:
- Staffing timeline format: one row per agent, with their scheduled events across the columns.
- Event list format: one row per event.
- Set the Download range and the Interval in minutes, and narrow by Channels, Queues, Sites, Skills, or Teams if you need to.
- To include events that are covered by events in a higher layer, select Include all layered events. For what layers are, see Schedule layers.
- Select Export.
The CSV file downloads to your computer.
Upload a schedule
Important: Overwrite Conflicts replaces every existing event, for every agent in the file, within the time window the file covers. Export the same range first so you have a copy to restore from.
- Export the date range you want to change, in Staffing timeline format, and edit that file.
- Select Upload schedule. Upload events opens.
- Under CSV File, choose your file.
- Under Event Conflicts, choose an option (see the table below).
- Select Upload events.
When the upload finishes, you see a summary of the events created and the agents affected. Select View uploaded events to go back to the schedule. To undo an upload, restore the version from before it in Scheduling history.
| Option | What it does |
|---|---|
| Overwrite Conflicts (Recommended) (default) | Replaces all events for all agents in the file within the time window it covers. |
| Allow Conflicts | Adds the uploaded events and doesn’t change existing events. Where events overlap, you choose which to keep on the schedule afterward. |
What to do if an upload fails
| Message | What to check |
|---|---|
| Agent does not exist | The agent’s import ID in the file doesn’t match anyone in Assembled. Check that it matches the agent’s import ID in Assembled. |
| Event type does not exist | The event type in the file doesn’t match an event type in Assembled. Check the names in Configure > Event types. |
| You must select a file to upload | Choose a CSV file under CSV File before selecting Upload events. |