Schedule Management in CSM Configurable Workspace

  • Release version: Australia
  • Updated May 19, 2026
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    Summary of Schedule Management in CSM Configurable Workspace

    Schedule Management is an independent feature within Workforce Optimization (WFO) for Customer Service designed to help supervisors and managers efficiently create, view, and manage team schedules. It operates independently of other WFO modules like Forecasting or Intraday Management, enabling organizations in Customer Service Management (CSM), Field Service Management (FSM), and Retail to handle shift and roster management without the full WFO suite.

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    Key Features

    • Agent Schedule Management: Create and manage schedules within assigned groups, including shifts, on-call rotations, and holidays.
    • Team Calendar: Provides a unified calendar view of shifts, time off, meetings, and trainings with day, week, and month views.
    • Shift Swap Requests: Review, approve, or reject shift exchange requests between agents.
    • Time Off Requests: Manage leave requests and reflect approved time off in team calendars to maintain accurate coverage.
    • Schedule Adherence Monitoring: Visualize agent adherence and conformance to identify coverage gaps and schedule deviations.
    • Workspace Access: Scheduling features are accessible directly from the CSM Configurable Workspace or CSM Agent Workspace for convenience.

    Schedule Management Workspace

    The Schedule Management workspace is accessed via the CSM Configurable Workspace navigation menu under "Schedule." It includes these main tabs:

    • Team Calendar: Default view showing all scheduled events and shifts for managed groups.
    • Shifts: Lists all defined shifts and on-call rotations with details like start/end times and assignment groups.
    • Shift Swap Requests: Displays pending and processed swap requests with options to approve or reject.
    • Time Off Requests: Shows leave requests affecting scheduling, with approved requests reflected in the calendar.
    • Schedule Adherence: Visual reports highlighting agent schedule compliance and exceptions.

    The Team Calendar toolbar offers dynamic filters by assignment group, agent, and event type, along with date navigation controls to streamline schedule review.

    Roles and Access

    Schedule Management employs standard platform roles aligned with agent-group relationships to ensure consistent access across CSM, FSM, and Retail. Key roles include:

    • snshiftplanning.admin: Full scheduling configuration and management access.
    • snshiftplanning.manager: Manage shifts, approve requests, and oversee agent availability.
    • snshiftplanning.agent: View personal schedules and submit swap or time off requests.
    • snshiftplanning.user: Read-only access to scheduling information.

    Roles such as sncsmwfoworkspa.admin and sncsmwfoworkspa.manager automatically inherit corresponding scheduling roles for seamless permission management.

    Activation and Practical Use

    The Schedule Management module can be activated as a standalone plugin, granting scheduling capabilities without requiring the entire WFO suite. This flexibility supports organizations that need shift and roster management within their CSM workspaces without additional WFO dependencies.

    Schedule Management schedule management is a standalone capability within Workforce Optimization for Customer Service that allows supervisors and managers to create, view, and manage team schedules independently of other WFO modules.

    Roles: sn_shift_planning.admin, sn_shift_planning.manager.

    Schedule management schedule management provides supervisors and managers with tools to manage agent schedules, shifts, time off requests, and schedule adherence from the CSM workspace. You can activate and use Schedule Management schedule management without enabling Forecasting, Intraday Management, Coaching, or other WFO modules.

    The modular design supports organizations in CSM, FSM, and Retail, that require shift and roster management capabilities without the full WFO suite.

    Schedule Management schedule management provides the following capabilities:
    • Create and manage agent schedules within assigned groups.
    • View team calendars with shifts, on-call rotations, time off, meetings, and trainings.
    • Review and approve shift swap requests between agents.
    • Manage time off requests and reflect approved leave in the team calendar.
    • Monitor schedule adherence and conformance using built-in visualizations.
    • Access scheduling functionality directly from the CSM Configurable Workspace or CSM Agent Workspace.

    Schedule management module

    The Schedule Management workspace is accessible from the navigation menu in the CSM Configurable Workspace. Select Schedule to open the workspace. The Team Calendar tab opens by default.

    The workspace contains the following tabs:
    Table 1. Schedule management module fields
    Field Description
    Team calendar
    • Default view.
    • Displays a unified calendar of agent schedules within your managed groups.
    • Shows shifts, on-call rotations, time off, meetings, trainings, holidays, and other events. Supports day, week, and month view toggles.
    Shifts
    • Lists all defined time periods, including shifts, on-call rotations and holiday spans.
    • Displays name, start time, end time, and assignment group.
    Shift swap requests
    • Lists pending and processed shift exchange requests between agents.
    • Displays the requesting agent, receiving agent, original shift, and requested shift.
    • Supervisors and managers can approve or reject requests.
    Time off requests
    • Displays leave requests that affect scheduling coverage. Shows agent name, assignment group, time range, and request status.
    • Approved requests appear as events in the Team Calendar.
    Schedule adherence Provides visualizations of agent adherence and conformance data to help identify coverage gaps and schedule deviations.

    Team Calendar toolbar

    Use the toolbar on the right side of the Team Calendar screen to filter and navigate calendar data. You can filter by Assignment Group, Agent, or Event Type. Filters update the calendar view dynamically. Use the date navigation controls to switch between weeks and days. Select Reset to return the calendar to the default view.

    Roles and access

    Schedule Management schedule management uses a role hierarchy based on the platform-standard Agent Group Management model. Manager visibility and permissions are determined by agent-to-group relationships, not WFO-specific configurations. This aligns scheduling access with the standard platform identity model and supports consistent access management across CSM, FSM, and Retail.

    The following roles are available:
    Table 2. Roles and responsibilities
    Role Persona Capabilities
    sn_shift_planning.admin Manager Full access to scheduling configuration, event categories, and location schedules.
    sn_shift_planning.manager Agent Approve or reject shift schedules and registrations, manage shifts and shift agents, manage agent availability and time attendance.
    sn_shift_planning.agent User View own schedule and submit shift swap and time-off requests.
    sn_shift_planning.user User Base read access only.
    Note:
    If you have the sn_csm_wfo_workspa.admin or sn_csm_wfo_workspa.manager role, you can automatically inherit the corresponding sn_shift_planning role.