This section provides a brief overview of the agent experience within Workforce Management.
View the Schedule
From the web portal, Workforce Management agents can view their published schedules, including their scheduled Activities for the duration of their shifts. Authorized agents can also use this screen to view the schedules of other agents within the same Scheduling Group.
Schedule Change Requests
Authorized agents can request to add, change, or delete their scheduled Activity or an Activity’s start/end time from their Schedule. This grants agents flexibility to request ad-hoc changes to their schedule in the event of unforeseen circumstances or to move a break to a different time. If approved by a supervisor, this will automatically apply the modified Activity to the user’s schedule.
Out-of-Office Requests
Similar to Schedule Change Requests, agents can use their Workforce Management web portal to request time off. If approved by a supervisor, this will automatically apply the relevant out-of-office Activity to the user’s schedule.
Agent Board
Workforce Management supervisors can post overtime opportunities or other activities to a message board for agents to accept. Supervisors can specify which days overtime is offered, allow agents to choose their preferred days, and set limits such as one overtime block per agent or a maximum number of total overtime slots available.
