Swap your agents' shifts in Workforce Optimization for ITSM

Swap an agent's shift in your 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 All > Workforce Optimization for ITSM > 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.
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.