My Schedule view


Prerequisites
  • To view schedules:  Workforce ManagementAgent ScheduleView permission
  • To obtain a sharable link to the schedule: Workforce Management > Agent Schedule Sync permission
  • To submit time off:  Workforce Management > Agent Time Off Request > Submit permission

Access your schedule from the My Performance views. View schedules by day, week, or month, and also submit time off requests.

Note: Agents can view their workforce management schedules and submit or view time-off requests from an Android device or iOS device. This feature does not include push notifications. A future release will include availability for iOS, as well as push notifications across both platforms. To download the mobile application, Genesys Tempo™, see Mobile apps for workforce management schedules.

For more information about managing schedules, time-off requests, and settings in a mobile app, see:

View your schedule

  1. Click PerformanceMy Performance
  2. Click the Schedule tab. 
  3. To see the most current data, click Refresh . This view does not update automatically. 
  4. Hover over the schedule for more information about it. The view highlights the current day in a contrasting background and indicates the current time with a horizontal bar. If you are out of adherence, the system displays a message at the top of your schedule and outlines the conflicting activity in red. For more information, see View out of adherence notifications.
  5. To see different dates, use the date range selector.


    Use the date filter to customize analytics views.

    Use Presets to filter metrics by date, or configure a custom date range.

    To use a Preset to filter metrics, complete the following steps:

    1. Click the date to display the date filter.
    2. In the Presets list, select a preset date option.

    Date presets

    Presets Description
    Current interval

    Shows data for the current 30-minute time period.

    Note: Because Detail views include Interval in the data grid, the Current interval preset is not displayed for these views.

    Today Shows data for the time period that includes the current interval.
    Yesterday Shows data for the previous day.
    This week Shows data for a Sunday through Saturday time period.
    Last week Shows data for the previous week, Sunday through Saturday.
    Previous 7 days Shows data for the previous seven days.
    This month Shows data for the current month, with no extra days.
    This month by week Shows data for the current calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.
    Last month Shows data for the previous calendar month with no extra days.
    Previous 30 days Shows data for the previous 30 days.
    Previous 3 months Shows data for the previous 3 months.
    Interval

    Shows data for a 30-minute time period.

    Note: Because Detail views include Interval in the data grid, the Interval preset is not displayed for these views.

    Day Shows data for a single 24-hour day.
    Week Shows data for a Sunday through Saturday time period.
    Month Shows data for the exact month with no extra days. If the current month is selected, you will see the data up to the current date.
    Month by Week Shows data for a calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.

     

    To use a custom date range to filter metrics, complete the following steps:

    1. Click the date to display the date filter.
    2. Select a start date and an end date on the calendar, and click the filter arrow.
      Date picker apply

     

    To view data for a different time period using the same date presets, click the arrows on either side of the date display.

    For example, to view data for the previous day, click the Day preset, and then click the arrow on the left side of the date.



  6. Click the tabs for the My Performance, My Status, and My Evaluations views.
    Note: Each view has its own permissions. For permission requirements, see each view’s article.

View and request time off

From the Time Off Requests pane in the My Schedule view, you can submit a time off request, view your approved and pending time off requests, and cancel eligible time off requests. 

To view your time off requests, click Time Off Requests, on the My Schedule view.

To see a summary of your time off requests:

  1. From the My Schedule view, click Time Off Requests . The pane displays pending requests, time off scheduled for the current week, and upcoming requests.
  2. To see more details about a request, click the request.
  3. To view a list of all approved, denied, and pending requests, click View All Requests at the bottom of the pane. 
  4. To return to the summary list, click View Request Summary.

  1. Click Add Time Off Request 
  2. From the Type of Time Off list, select the appropriate type of time off.
  3. To select dates for your time off, click the date range icon.Date range icon 
  4. Click the appropriate beginning and ending dates, then click Submit 
  5. If you want to submit a full day time off request, do the following:
    1. Leave the Full Day check box selected.
    2. In the Daily Length area, use the Hours and Minutes up and down arrows to adjust the daily time off.
  6. If want to submit a partial day time off request, do the following: 
    1. Click to clear the Full Day check box.
    2. In the Length area, click the Hours and Minutes up and down arrows to adjust the length of the time off. If your partial time off request spans multiple days, Genesys Cloud uses the same times for every day of the request.
    3. In the Start Time boxes, click the up and down arrows to select when you want the time off to start. Genesys Cloud automatically calculates the end time based on the length you selected.
  7. (Optional) Under Notes, enter any details about the reason for the request.
  8. Click Save.

Note: If your full or partial day time off requests overlaps with another full or partial day time off requests, Genesys Cloud displays a message and does not process the current request.

You can cancel a time off request if: 

  • The request is pending.
  • The request is approved but scheduled for a future date.
  • If the request was denied.

To cancel an eligible request:

  1. From the My Schedule view, click Time Off Requests .
  2. Select the time off request you want to cancel. 
  3. From the time off configuration pane, select Cancel Request.

Note: Only the agent who made the request can cancel the time off request.

You can edit only the notes of pending time off requests after you create it. You cannot edit the type, dates, or duration. You can, however, cancel the request and create a new one as long as the original request meets one of the following criteria:

  • The request has not been approved.
  • The request is approved but scheduled for a future date.
  • The request has been denied.

To edit the notes section of pending requests:

  1. From the My Schedule view, click Time Off Requests 
  2. Select the time off request you want to edit. 
  3. Update the Notes section. 
  4. Click Save

Work with shift trades

In the My Schedule view, you can request to trade a shift with another agent, drop a shift to make it available for another agent to pick up, and add another shift to your schedule. To perform these tasks, click the Shift Trades icon.

For more information about shift trades, see the following articles:

Add a schedule to an external calendar

You can obtain a shareable link to your workforce management schedule and synchronize it with Apple Calendar, Google Calendar, Microsoft Outlook, or other third-party calendars that support iCalendar subscriptions. For more information about synchronizing your schedule with other calendars, see Add your workforce management schedule to an external calendar.

Notes:
  • Do not share this link with others unless you want them to see all details of your schedule.
  • If the link is compromised, or you want to stop synchronization, click Disable Link. When you disable the link, schedule sharing from workforce management stops. However, you must manually delete the subscription from your external calendar.

    To share your workforce management schedule with an external calendar, perform the following steps:

    1. In Genesys Cloud, select Performance > My Performance.
    2. Click the Schedule tab.
    3. Click the Get Link button that generates the link to subscribe to your workforce management schedule. The Shareable Link dialog box opens.
    4. Click Copy Link.
    5. Open the external calendar of your choice and set up the workforce management subscription.
    6. To set up the calendar on your mobile device, scan the QR code to begin.

    The schedule is synchronized using your preferred language and your verified location for on queue activity, which was set at the time that you created the link. To change this behavior and refresh the synchronization, set your preferred values and then click the Setup icon on Sharable Link panel.