---
sourceDocument: Brazil Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Swap agent shifts

# Swap agent shifts in Workforce Optimization for Customer Service {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Swap an agent's shift in an assignment group with another agent who can work on that shift and skip the approval process.

## Before you begin

Role required: sn_shift_planning.admin

## Procedure

1. Navigate to WorkspacesManager Workspace.
2. Click the Schedule icon (![Schedule icon.]()).
3. In the Team Calendar tab, navigate and point to the shift for the agent that you want to swap with another agent in day, week or month views.
4. In the shift pop-up window, click the Shift Swap icon (![Shift Swap icon.]()).
5. In the Requested Shift section, click the Agent field and select the agent who can work on that shift.
6. Click Submit.  
   The team calendar displays the updated schedule.

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