Track and manage team schedule

Create, update, or monitor your teams' schedule from one location. You can approve or reject requests for swapping shifts or time off for agents within your assignment group.

Before you begin

Role required: sn_hr_wfo.admin

About this task

Using the calendar, you can do the following:

• View all of your agents by assignment group.
• Get insights into team compliance with published schedules.
• View agent's work schedule that is actual shift time vs clock-in and clock-out times.
• Filter the team calendar based on the Assignment Group, Location, Skills, Shift Plan, and Events for a customized view.
• Modify agent's shift, clock-in, and clock-out timings, if required.

Procedure

1. Navigate to Workspaces > Manager Workspace.
2. Click the Schedule () icon.
3. Modify an agent's shift timings.
   The schedule that includes this shift must be in Preview or Published state.

   1. In the Team Calendar tab, navigate and point to the shift for the agent that you want to modify the schedule for.
   2. In the shift pop-up window, click the Edit () icon.
   3. Modify the agent's shift time as desired.
      Note:

      If the existing shift has a break, you can add more breaks to the shift.
   4. Click Save.

   The following snapshot helps you to view the time worked summary for the selected agent.

4. Approve or reject an agent's time off or shift-swap with another agent.
   Note:

   You must approve a request two days before the time-off or shift-swap start date. If not, the approval is auto-rejected. An administrator can change this default setting. For more information, see Setting the due date for time-off and shift-swap request approvals in Overlapping time-off requests by an agent are rejected.

   1. Click Approvals. You can view all agent requests in your queue and the details for each request.
   2. Select a request that you want to approve or reject and do one of the following:
   • To approve a request, click Approve.
   • To reject a request, click Reject.
   If you approve the request, the schedule gets updated in the team calendar based on the approvals.