Agent FAQ

Frequently Asked Questions

Can I change my schedule for the week?

Agents are not authorized to change their schedules within the Workforce Management solution. Please contact your supervisor to make adjustments to your regular schedule, or request a shift swap through the Shift Trade feature.

Can I swap shifts that are the same length as my scheduled shift?

Agents can request shift swaps for shifts that are the same length as their scheduled shift, but not shifts that are of a different length.

Can I swap shifts outside my hunt group (aka queue)?

Agents can request a shift swap with colleagues that are in their same hunt group or queue but cannot request a shift swap outside of their hunt group or queue.

Can I swap shifts in the schedule for the current week?

Agents can swap shifts in the current week of the schedule. Please submit the shift swap request using the Shift Trade feature.