Agents requesting time off or changing shift on schedule tab

[Shreya Sanjay]

Hi can anyone help me out with the below query :

How will agents requesting time off or changing shift be received by supervisors for approval of shifts?

[robertorobles]

Hi Shreya,

Out of the box there's a flow that will create approval records for the Manager of the requestor, for time-off OOTB request just need a single approval from any manager. In the case of shift swap request, the OOTB flow will request first an approval for the requestee agent (the other agent that will swap the shift with), once that is approved, then the flow will create an approval for the managers of the requestor. Once approved, the shift swap will be reflected on both agents calendar.

[Rekha Raman]

Hi Shreya, if you'd like more information on this topic, here is the product documentation link: Manage your schedule using Service Operations Workspace.