Swap agent shifts in Workforce Optimization for Customer Service

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 Workspaces > Manager Workspace.
2. Click the 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 ().
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.