Service Operations Workspace - Scheduling

Use Service Operations Workspace to manage your schedule.

As an agent, you can use the Service Operations Workspace dashboard to see events such as training and time-off that's related to the agent's shifts, or how many work shifts you have on the current day and the day after the current day.

Note:

If you have an upcoming PTO on the day after the current day, in the Upcoming section, the Today list will display that you have an upcoming PTO the next day. If you are on PTO the current day, this list will not display that you have a PTO.

• Manage your schedule using the Service Operations Workspace
  Look up your schedule, create an event of custom event type, request time off for an on-call or work shift, or swap your shift with your peers using the calendar in Service Operations Workspace.
• Approve or reject a shift-swap in Service Operations Workspace
  You can approve a shift swap requested by your peer if you are available to work for that time period. You can reject it if you are unable to work then.
• Request time off using ITSM Virtual Agent
  Automate your request for time off using the ITSM Virtual Agent. Type keywords into the chatbot to create and submit your request, which then gets automatically routed to your manager for approval. You can also use Natural Language Understanding to make your time-off request.
• Clock-in and clock-out your work shift in Service Operations Workspace
  Clock in and clock out your work shifts using Service Operations Workspace. You can track details, such as time attendance and time worked summary to know how close you are adhering to your schedules.
• Sign up for your preferred shifts
  Specify one or more shifts in a schedule plan for which you would prefer to sign up.