Review activity requests

WFM can handle most activity requests automatically. However, if you want to review activity requests that were processed automatically or if you want to manually approve or deny activity requests, you must use the web Requests tool. You can use the time zone filters to view the data in your time zone or the request time zone. You can use the Filter drop-down list to choose which columns are visible in the table. Each column also has a Sort drop-down list to move a column, hide a column, or sort the column data alphabetically.

NOTE It is not possible to approve a request that you have already denied. Instead, you can either manually add the activity to the agent's schedule or ask the agent to submit their request again.

Prerequisites

You have the Web > Requests permission to access the Requests tool.
- You have the underlying permission Approve/Deny request to approve or deny requests.
- You have the underlying permission Reply to request to reply to requests with a text
- You have the underlying permission Edit site open hours to set up site open hours to be used in activity request validation.
You have the Global functions > View schedule permission to see the shifts for the days of the requests.

Page location

WFM > Requests > Activity tab

Procedure

Select team or site and a date period

Select the teams or sites you want to work with, as well as choose a date period, before reviewing and approving or denying requests.

Click Select organization. When teams are already selected, the field states the number of selected teams.
Click a tab to select by Business hierarchy or Filter groups.
Select the check boxes for the sites and teams or group pages to open. If there are many sites, teams and groups, use the search function to find the ones you are looking for.
Click Select. The current week's requests, made by agents who belong to the selected teams and sites, will be displayed.
To change the date period, click the input field and select a new start and end date by clicking in the calendar view.

NOTE The date you select affects which agents' requests you see. For example, if you are reviewing requests for Team A the list shows the requests made by agents who belong to Team A on the selected date.

Filter list of requests

Use the filters to find certain requests. First ensure the Show filter toggle is turned on.

Open the menu below the Type header and select the check boxes for the absence types to see.
Click the input field below the Subject or Message header and enter the text to filter on in the respective columns.
Open the menu below the Status header and select the check boxes for the statuses to see.
To remove the filter again, click the Clear button at the far left on the filter row.

Approve or deny an Activity

NOTE You can approve or deny an Activity after the agent has updated their schedule in MyTime.

Select the agents and a date period.
Select the request you want to approve or deny by clicking the corresponding check box.
Click on Approve or Deny to change the status of the selected requests.

Set site open hours

Set site open hours to ensure that agents who are trading shifts with each other won't end up with scheduled time outside of the open hours of their site.

Click Site open hours.
Click to select the site you want to set open hours for.
Enter the open hours most commonly used for this site. If the open hours end after midnight, click the sun icon and then enter the end time.
Click Add open hours
Select the check boxes for the days when these open hours are used.
If there are other open hours on certain days of the week, repeat steps 3 to 5 as many times as needed.
Click Save.

NOTE If you select the UseTimeZone check box in Web > WFM settings > Organization hierarchy, the site open hours are based on the site time zone. If you clear the UseTimeZone check box, the site open hours are based on the agent's time zone. For more information, go to Configure the organization hierarchy for WFM.