Manually handle absence and text requests

WFM can handle most agent absence requests automatically, but for the absence requests you want to approve or deny manually this can be done in the web Requests tool. This can be used for example if you want to handle a holiday or peak period manually. Text requests always require manual approval.

Prerequisites

  • You have the Web > Requests permission to access the Requests tool.
  • For some functionality in Requests you need additional underlying permissions.

    • Approve/deny request to be able to approve or deny requests.
    • Cancel request to be able to cancel previously approved absence requests.
    • Reply to request to be able to send a text message to the requesting agent, e.g. asking for a clarification, without changing the status of the request.
  • You have the Global functions > View schedule permission to be able to see the shifts for the days of the requests.

Page location

WFM > Requests > Absence and Text tab

Procedures

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