Manage your schedule from CSM Agent Workspace

Look up your schedule, request time off, or swap your shift with your peers using the calendar in CSM Agent Workspace. If you can work during the requested shift, you can also approve your peer's request for shift swap.

Before you begin

Important:

To access the next generation of the Workforce Optimization for Customer Service application, transition to the Workforce Optimization for Customer Service application that is available from the ServiceNow Store. You can now configure Workforce Optimization for Customer Service using the UI Builder. For more information see, Workforce Optimization for Customer Service.

Role required: sn_shift_planning.agent

About this task

You can swap shifts with agents that are within your assignment group.

Procedure

1. Navigate to All > Workspace Experience > Workspaces > Agent Workspace Home.
2. Click the Calendar icon.

   You can access your schedule in the My Calendar tab. If you want to see a list of all agents in your assignment groups and their schedules, click the Team Calendar tab.

   To view your schedule or another agent's schedule, you can:

   • View your schedule by clicking the My Calendar tab. Then, use the list menu to select the schedule that you want to view by day, week, or month.
   • View another agent's schedule by clicking the Team Calendar tab. Then, click an agent's schedule to see that agent's work and break times by day, week, or month.
     Select one of the following in the drop-down:

     Table 1. Calendar views on the Team Calendar tab

     Calendar view	Description
     Day	The hourly calendar of the current day displays. In the calendar drop-down, select a date to view the respective day’s schedule.
     Week	The current week’s calendar displays. In the calendar drop-down, select a date to view the weekly schedule containing the selected date.
     Month	The current month's calendar displays which includes current week and upcoming three weeks (28 days) in a single view. In the calendar drop-down, select a date to view that respective month's calendar.

     Select the Today button to view the current day.
3. Make a request.

   You can communicate with other agents by using Connect Chat or the activity stream on the record to make sure that they would like to swap the requested shift with you.

   Table 2. Connect Chat and activity stream request options

   To	Do this
   Request a shift swap	Click Request shift swap. From the Shift menu for your shift, select the shift that you want to swap with another agent. In theAgent field for the requested shift, select the agent that you want to swap with. From the Shift menu for the requested shift, select the agent's shift that you want to swap with. Click Submit.
   Request a time off	Click Request time off. From the Start time field, enter the time that you want your time off to start. From the End time field, enter the time that you want your time off to end. Click Submit.

   • The shift-swap request moves to the approval queue of the agent that you have requested to swap with.
   • The time-off request moves to your direct manager's approval queue.