---
title: Create a work schedule for agents
description: Users with the agent schedule administrator role can create one or more work schedules for a customer service agent or a field service technician.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/create-agent-work-schedule.html
release: australia
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Configuring an agent calendar, Agent calendar, Schedules and sites, Use, Customer Service Management]
---

# Create a work schedule for agents

Users with the agent schedule administrator role can create one or more work schedules for a customer service agent or a field service technician.

## Before you begin

Role required: agent\_schedule\_manager, agent\_schedule\_admin

## About this task

A work schedule includes a date range and a schedule type, such as day shift or evening shift. Agents and technicians can have multiple work schedules.

## Procedure

1.  Navigate to **All** > **Agent Schedule** > **Work Schedule**.

2.  Click **New**.

3.  Fill in the fields on the Agent Work Schedule form, as necessary.

<table id="table_agv_ftc_nr"><thead><tr><th>

Field

</th><th>

Description

</th></tr></thead><tbody><tr><td>

From Date

</td><td>

The first day of the work schedule.

</td></tr><tr><td>

To Date

</td><td>

The last day of the work schedule.

</td></tr><tr><td>

User

</td><td>

The selected agent or technician.

</td></tr><tr><td>

Work Schedule

</td><td>

The selected schedule from the Schedules list.

</td></tr><tr><td>

Type

</td><td>

The type of work that the agent or technician is performing during this schedule: -   Primary work
-   Other
An agent can have only one primary schedule for a specific range of dates. Primary schedules cannot overlap.

</td></tr></tbody>
</table>4.  Click **Submit**.