Prerequisites
  • To view schedules:  Workforce Management > Agent Schedule > View 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
  • To work with shift trades: Workforce Management > Agent Shift Trade Request > Participate permission

You can access your schedule from the Activity > Schedule tab or the Performance > Workspace > My Schedule view. In the schedule view, you can see today’s schedule, tomorrow’s schedule, and schedules by week or month. You can view the full schedule, work with shift trades, manage and make time-off requests, review adherence exceptions, and copy a link to the schedule. Use the date picker to navigate to different weeks or months of the schedule. Schedules appear in the time zone selected by your web browser. For more information, see Agent activity view and Agents Schedule Detail view.

Note: Agents can view their workforce management schedules and submit or view time-off requests from an Android device or iOS device. 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:

Access the schedule from Activity > Schedule tab

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Schedule tab My Schedule view

Access the schedule from Performance > Workspace > My Schedule view

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Performance > Workspace > My Schedule

View your schedule

  1. Access your schedule:
    1. To access your schedule from the agent activity view, click Activity > Schedule tab.
    2. To access your schedule from the agent dashboard:
      1. Click Performance > Workspace > My Performance. 
      2. Click the Schedule tab. 
  2. To see the most current data, click Refresh . This view does not update automatically. 
  3. To view the weekly schedule, click the Week tab. 
  4. To view the monthly schedule, click the Month tab.
  5. 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.
  6. To see different dates, use the left triangle and right triangle and select the date range.[/bs_well]

View and request time off

From the Time Off Requests pane, you can submit a time off request, view your approved and pending time off requests, and cancel eligible time off requests. To perform these tasks, click the Time Off Requests icon. Workforce management agent time off

Note: You cannot request non-consecutive days in one request. For example, if you request time off for May 16, 17, and 18, you cannot deselect May 17. To request non-consecutive time-off days, submit separate requests.

To see a summary of your time off requests:

  1. From your schedule view, open the Time Off Requests pane. The panel 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.

If your chosen time off has a wait list, when you hover over a date or make your selection, the system displays the current wait list time.

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Time off wait list view

If there are potential conflicts with a date, an icon appears next to it in the calendar. To view icon descriptions, next to the calendar selector click Help .

Agent schedule calendar legend

To submit a time-off request, follow these steps:

  1. From your schedule view, open the Time Off Requests pane.
  2. Click Add Time Off Request . 
  3. From the Type list, select the appropriate type of time off.
  4. To select dates for your time off, click New Request. 
  5. To submit a full day time off request, do the following:
    1. Leave the Full Day option enabled.
    2. In the Hours per day box, adjust the daily time off.
  6. To submit a partial day time off request, do the following: 
    1. Click to disable the Full Day option.
    2. In the Hours per day box, adjust the daily time off.
    3. In the Start Time and End Time boxes, select when you want the time off to start and end.
  7. (Optional) Under Notes, enter any details about the reason for the request.
  8. Click the appropriate beginning and ending dates, then click Submit . 
  9. 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 your schedule view, open the Time Off Requests pane.
  2. Select the time off request you want to cancel. 
  3. From the time off configuration pane, select Cancel Request.
  4. To confirm the cancellation, click Yes, Cancel.
  5. To leave the request intact, click No, Keep.

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 your schedule view, open the Time Off Requests pane.
  2. Select the time off request you want to edit. 
  3. Update the Notes section. 
  4. Click Save. 

Work with shift trades

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. Workforce management agent shift trade

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

View adherence exceptions

The Exceptions icon displays a comparison of your current activity against your scheduled activity. If you are out of adherence, the system displays a message at the top of your schedule and outlines the conflicting activity in red. To dismiss the notification, update your status to the scheduled activity. To view adherence exceptions, click the Exceptions icon. Workforce management adherence exceptions

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. To obtain a link to your schedule, click the Copy URL icon.Workforce management copy schedule URL

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. From your schedule view, click the Copy URL icon.
    2. Open the external calendar of your choice and set up the workforce management subscription.
    3. 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.