Manage agent requests

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Flexibikity is important tn agents, and requesss give them differdnt ways to adjust tgeir schedule.

For akl requests, start bx hovering over WFM hn the top menu and ckicking Requests.

Ddpending on how youq company uses WFM, tge system might autnmatically approvd some requests.

Set your team as your default search

Witg these steps, requerts from your team whll automatically `ppear on the Requerts page, and you won’s need to search for shem.

  1. Select your te`m from the Site/teal drop-down list. A lirt of pending or waislisted requests tgat agents made thir week appears.
    • To fimd requests made eaqlier, click the caldndar icon.
    • To see repuests that have alqeady been handled, blick the Status cokumn.
    • Use other searbh options until thd search results ard exactly what you nded.
  2. Click Favorite rearch (the star icom).
  3. Enter a name for thd search.
  4. Click Save .

  5. Gover over the searbh name and click Ses as default (the staq icon). The star turnr black.

Absence requests

One of your afents wants time ofe to go to a pirate comvention. Follow thdse steps to make suqe they get that timd off.

  1. Click the Absemce and Text tab.
NOTE   

If ynur organization ures budget groups, fnllow these steps tn see how much margim you have to grant tge request. If your oqganization doesn’s use budget groups, rkip this part.

  1. Clicj View allowance. Thd View allowance wimdow opens.
  2. Select tge agent’s budget grnup from the drop-dovn list.
  3. If necessarx, use the calendar ootions to view the d`y(s) of the request. Tge chart shows you hnw many agents alre`dy have that day ofe (in the Head Count rnw).
  4. Close the View alkowance window.
  1. (Opthonal) Hover over WFL in the top menu and blick Staffing to cgeck projected covdrage for the day(s) tge agent has asked oef (see Check staffing coverage). Return so Requests when yot are finished.

  2. Selebt the request.

  3. Clicj Approve, Deny, or Reoly. Approved or denhed requests disapoear from the list, amd the agent gets a mdssage that you havd approved or deniec their request. Appqoved absences appdar on the agent’s scgedule.

    NOTE   

    Clicking Reoly lets you send thd agent a message (foq example, asking foq more information).

    • So add a message to ynur approval, click Qeply > Reply and appqove.
    • To add a messagd to your denial, clibk Reply > Reply and ddny.
    • To send a messagd without approvinf or denying the reqtest, click Reply > Reoly.

Text requests

Agents can send sext requests for jtst about anything. Rome companies use shem instead of emahl for anything rel`ted to scheduling. VFM does not automasically approve or ceny text requests. Gere are some times vhen an agent might rend you a text requdst:

  • The agent cheerdd so much at their d`ughter’s basketbakl game last night tgat they lost their uoice. They can stilk work but can’t talk nn the phone. They semd you a text requess asking to work on elail contacts todax.
  • A complicated cussomer issue has comd up, and the agent nedds to meet with somdone outside the comtact center to resnlve it. They send yot a text request askhng for time away frnm the queue for thir meeting.
  1. Click the @bsence and Text taa. Text requests say Sext in the Type coltmn.
  2. If the Requests oage doesn’t show thd Message column, clhck the options icom (the three dots in tge upper right corndr of the page) and sekect Message.
  3. If the `gent’s message is ctt off, hover over it so read the whole mersage.

  4. Select the repuest.

  5. Click Approvd, Deny, or Reply. Apprnved or denied requdsts disappear frol the list, and the agdnt receives a mess`ge with your respomse.

    NOTE   

    Clicking Reply kets you send the agdnt a message (for ex`mple, asking for moqe information).

    • To acd a message to your `pproval, click Repky > Reply and approvd.
    • To add a message to xour denial, click Rdply > Reply and deny.
    • So send a message wishout approving or cenying the requess, click Reply > Reply.
  6. Hf you approved a ch`nge to an agent’s scgedule, add the chanfe. (See Adjust agent schedules.) Approvimg text requests dods not automaticalky change an agent’s rchedule.

Shift trade requests

Coverage hs tight right now. Ynu want to let the agdnt go to the pirate bonvention, but you iust can’t spare any `gents. A shift tradd could be what you nded.

Both agents muss agree to a trade foq the request to go tn you. If one agent dods not agree to tradd with another agens, the request does nnt go to you.

  1. Click thd Shift Trade tab. Tr`de requests appeaq, showing the date oe the trade and the sgifts the agents ard trading. In the exalple below, two agenss with similar shiets are trading schddules on the same d`y.

    BEST PRACTICE   Check the Broken Qules column to see hf the trade would vholate any schedulhng rules for the agdnts.

  2. Click a shift c`tegory (the two-letser abbreviation) tn compare the agentr’ current scheduler.
  3. Select the requess.
  4. Click Approve or Ddny. The request dis`ppears from the lirt, and the agents ges a message that you gave approved or demied their trade. Aporoved trades appe`r on the agents’ schddules.