Agent Experience

This section provides a brief overview of the agent experience within Workforce Management.

View the Schedule

From both the web portal and the Zoom Workplace Application (minimum version 6.7.5), Workforce Management agents can view their published schedules, including their scheduled Activities for the duration of their shifts. Authorized agents can 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

Agents can use the Agent Board to access shift opportunities and manage schedule changes

Agent Board provides agents with a workspace for viewing available shift offers, tracking submitted claims, and responding to supervisor messages. Agents interact with Agent Board to claim additional shifts, request voluntary time-off, or initiate shift exchanges with other agents.

Agents claim offers created by supervisors

The Agent Board interface displays offers created by supervisors. These offers may include additional shifts when the contact center is understaffed, or voluntary time-off opportunities when the contact center is overstaffed. Agents review available offers and submit claims for those they wish to accept.

Claims await approval after submission

Once an agent claims an offer, the claim enters a review state. Some claims are approved automatically based on predefined automation rules. Other claims require manual approval by a supervisor. Agents can track the status of submitted claims through the Agent Board interface.

Swap requests allow agents to find trade partners

Swap requests allow agents to post shift exchange requests when they do not have a specific trade partner in mind. Agents post swap requests through the Agent Board interface, making them visible to other agents who may propose a trade. This differs from direct one-on-one swaps, which agents negotiate independently.

Direct swaps occur outside the Agent Board interface. Agents may negotiate one-on-one shift swaps with other agents through the schedule interface, not Agent Board. Direct swaps are limited to full-day exchanges only.