Change Requests - Supervisors

Overview

Change requests are used to manage time off and shift trade requests from agents. The view supports quick filters for pending, approved, and rejected requests.

Time Off Requests

This view displays all time off requests submitted by agents. The table is broken down into the following columns

• Employee

  • The name of the employee requesting time off

• Type

  • The type of time off request made by the agent

• Period

  • The date range that time off is being requested

• Duration

  • The total days the agent in requesting off

• Service Level Impact

  • This is the total impact on all queues as a result of this time off request being approved.

• Reason

  • If the agent has submitted a reason as part of the request, that text will display here.

• Action Buttons

  • Approve or deny the agent request. Approval will update the schedule with the new SLA expectations and remove the agent from the schedule. Deny will remove the request and will not have an impact on SLA.

Shift Trades

Agents are able to trade shifts in the future. As a supervisor, you can choose to approve or reject the requested shift trade.

The table displayed is defined below.

• Trade Between

  • Displays the two agents who would like to trade shifts that have been scheduled

• Shifts Swapped

  • The shift that will be traded between the two agents

• Action Buttons

  • Approve or Deny. If approved, the schedule display is updated to show the new schedule assignments