Track and manage your agent's schedule using the ITSM Mobile Agent application

Monitor the shifts and schedule of teams within your assignment group using the ITSM Mobile Agent application. You can approve or reject requests for swapping shifts or time off for your agents.

Before you begin

Role required: sn_shift_planning.admin

Note:

If you have notifications enabled, you can approve or reject shift-swap or time-off requests from the notifications without opening the request.

Procedure

1. Navigate to the ITSM Mobile Agent application.
2. Monitor your team's schedule.
   1. Tap My team.
   2. In the Schedule section, click Team Calendar.
   3. Tap the day for which you would like to monitor the schedule.
   4. Tap a shift for the day to view the details for the shift.
3. Approve or reject an agent's time off or shift-swap with another agent.
   1. Tap My work.
   2. Tap Approvals. You can view the pending requests in your queue waiting for approval and also the approvals you have completed and the details for each request.
   3. From the Pending list, tap a request to approve.
      • To approve a request, tap Approve. The schedule gets update in the calendar based on the approval.
      • To reject a request, tap Reject.

   The agent receives a notification when you approve or reject the request.