As an agent, your role is essential in delivering excellent customer service and maintaining operational efficiency. This guide provides an overview of the key tasks you'll be managing, with links to detailed pages for each topic.

View Schedule

Agents can view their schedules monthly and weekly in a calendar format for easy access to their daily shifts and schedules. Regularly checking your schedule helps you stay organized and prepared for your workday. Learn more about viewing your schedule.

Create Time Off Requests

Agents can request time-offs according to their assigned Time Off Policy. They can view the pending, approved, or rejected Time Off requests. All Time Offs get auto-synced on the agent's My Schedule page for enhanced visibility, and the approved leaves get auto-debited from their remaining Time Off balances. Learn how to create Time Off requests.

Create Shift Bid Requests

Participate in the shift bidding process to express your preferences for shifts. Placing bids allows you to have a say in your schedule and helps achieve a better work-life balance. Agents can view the Shift Patterns, arrange them based on their preferences, and submit them by the end of the bidding duration. Learn how to create Shift Bid requests.

Create Shift Trade Requests

Shift Trade allows agents to request trading for their preferred shifts. Agents can raise an open request that would send the shift trading request to all available agents or raise a direct trade request to a specific agent, where they can select the agent with whom they would like to trade a shift. Learn how to create shift trade requests.