Agent Experience

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

Viewing the Schedule

From the web portal, Workforce Management agents can view their published schedules, including their scheduled Activities for the duration of their shifts. If authorized, agents can also use this screen to view the schedules of other agents within the same Scheduling Group.

Schedule Change Requests

If 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.