Workforce Engagement Management

Hello community members

Today, Agents can view every published schedule across an unrestricted timeline, including shifts and activities far into the future. Sometimes this can create confusion when Agents view placeholder or unfinalized schedules that are still subject to change, and it doesn't support the compliance or change-control needs some organizations have around how far ahead schedule information is shared.

This week we're excited to introduce Schedule Visibility, a new Management Unit-level setting that lets Workforce Management Administrators control how far into the future Agents can see their published schedule.

What's new?

With Schedule Visibility Window, Administrators can:

• Configure the visibility window at the Management Unit level, using Current Week + N weeks (0 to 109 weeks).
• Leave the default at 0, meaning Agents see only the current week until the setting is changed.
• The visibility window advances automatically each week at Business Unit midnight, so visibility always stays relative to today.
• Apply the restriction consistently across the Agent Schedule view, Team View and Tempo.

Why you'll find this useful

Exposing long-range, unfinalized schedules can lead to unnecessary questions and confusion when those schedules inevitably change. Schedule Visibility gives you a way to limit that exposure without changing how scheduling itself works.

For example, you can:

• Limit Agents to seeing only the current week and next week, reducing questions about shifts that may still change.
• Support regional or compliance requirements where limiting advance schedule visibility is expected.
• Roll out change-control practices with more confidence, knowing Agents won't see schedules before they're finalized.

How it works

1. Go to Schedule settings at the Management Unit level.
2. Turn on the schedule visibility restriction.
3. Set Current Week + N weeks to define how far into the future Agents can see (0-109 weeks).
4. Save your changes - they take effect the next time each Agent's schedule refreshes.
5. Weeks outside the configured window appear empty to Agents, behaving the same as an unpublished schedule.

Agent experience

For Agents, weeks beyond the configured visibility window simply appear empty, the same as an unpublished schedule - no error or explanation is shown. Time Off is unaffected: Agents can still request Time Off beyond the window, and approved Time Off remains visible in the Time Off side panel regardless of the visibility setting. In Tempo, Possible Shifts continue to display normally for any week that appears empty due to the visibility restriction. Notifications for schedule changes outside the visible window are suppressed, so Agents are only notified about changes they can actually see.

For more information, check out our documentation here: https://help.genesys.cloud/articles/control-agent-schedule-visibility-overview/

#ScheduleManagement

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Andrew Boland
Product Manager
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thanks for the information Andy!!

Hello!  

Can Agents continue to view every published schedule if we do not enable the agent schedule visibility restriction?  Thanks in advance for reviewing and answering the question! 

Hi Sally

Absolutely, if this feature is not switched on then there will be no restrictions.

Thanks

Thank you.

Thank you for sharing.