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Overview

Blank Agents are virtual placeholder agents within Workforce Management (WFM) that allow resource planners to model schedules for open headcount positions before new hires are onboarded. Blank Agents can be assigned scheduling rules and shifts on the Team Schedule just like real agents. Once a new hire is ready, a Blank Agent can be converted to a real agent, automatically copying all scheduling rules.

Creating a Blank Agent

To create a Blank Agent, follow these steps:

1. Go to Workforce Management [1] > Configurations [2], then click the Agents tab [3]. 

2. Click the Create blank agent button [4].

3. Fill in the following fields:

• “Name” [5]: Enter a name for the placeholder position.
• “Description” [6]: Enter a concise summary of the purpose of the Blank Agent being created. 
• “Queue” [7]: Select one or more queues from the multi-select dropdown.
• “Team” [8]: Select the team this blank agent belongs to from the dropdown.

4. Click the Create button [9] to create the Blank Agent. 

5. The new Blank Agent appears in the Agents list, visually differentiated from real agents with a Blank badge or label.

Configuring a Blank Agent's Scheduling Rules

To configure a Blank Agent’s scheduling rules, follow these steps:

1. In the Agents list, click the Blank Agent's name to open their profile page.

2. The Blank Agent profile opens on the Scheduling rules tab by default. This page shows:

• “Weekly scheduling rules” [1]: Configure how many weeks the schedule rotates.
• “Weekly paid hours” [2]: Set minimum and maximum weekly paid hours.
• “Shifts and break plan” [3]: Configure which days of the week the agent works and the applicable shift and break rule templates.

3. Click Save [4] to apply the changes made. 

4. Click the Agent tab [5] to review or update:

• “Agent capacity” [6]: Set the concurrent handling capacity value.
• “Queues” [7]: View all queues currently assigned to this blank agent. Use the Delete link next to any queue to remove it.

5. Click Save [8] to apply the changes made to the blank agent's configuration.

Assigning Blank Shifts on Team Schedule

To assign blank shifts, follow these steps: 

1. Go to Workforce Management [1] > Team Schedule [2]
2. In the Team Schedule settings, locate and toggle on the “Show blank agents” switch [3]. Blank agents will now appear as dedicated rows in the schedule grid, identified by a purple avatar circle.

3. Click on the blank agent's timeline row at the desired time slot to open the schedule event creation panel. Fill in the shift details (event type, start time, end time, breaks) and click Save.

4. After saving, the blank shift block appears on the Blank Agent's row in the Team Schedule timeline, displayed as a coloured shift block just like shifts for real agents.

Converting a Blank Agent to a Real Agent

To switch a Blank Agent into a Real Agent, follow these steps: 

1. On the Team Schedule page, locate the Blank Agent row you want to convert. Click on the blank agent's name or the convert button [1] to open the Convert agent modal. It is also possible to initiate the conversion from the Blank Agent profile page by clicking the Convert button at the top of the page.

2. After opening the Convert agent tab [2], review the “Conversion model” section [3]. Select “Copy and retain” or “Replace and delete”[4] to copy the Blank Agent’s scheduling rules to the target real agent.

3. In the “Target agents” section [5], use the dropdown to search for and select the real agent (the new hire) who should receive the blank agent's scheduling rules.

4. Review the “Overwrite existing Scheduling Rules” toggle [6]. If the selected real agent already has scheduling rules and they should be replaced with the Blank Agent’s rules, enable this option. Leave it disabled to retain any existing rules on the target agent.

5. Click the Confirm button [7] to complete the conversion.

6. After clicking Confirm, the menu closes, and a success toast notification appears at the bottom of the Team Schedule page confirming the conversion was completed successfully.