As an agent, your role is essential in delivering excellent customer service and maintaining operational efficiency. This section helps agents understand how to navigate and use Sprinklr Workforce Management (WFM) effectively. It outlines the essential steps for managing your daily schedule and routine tasks, including viewing assigned shifts, submitting requests (such as Time Off, Shift Change, or Slot Requests), and tracking your adherence.

By familiarizing themselves with these key features, agents can manage their schedules efficiently, stay aligned with organizational goals, and enjoy greater flexibility and transparency in their daily work.

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. Agents can also view their Real-Time Adherence (RTA) data directly from the My Schedule interface to monitor their adherence performance and request corrections for unavoidable schedule deviations. Learn more about viewing your schedule.

Submit Agent Preferences

The Agent Preference functionality enables agents to proactively submit their preferred shifts, days off, or other scheduling choices before schedules are generated. By submitting these Preferences in advance, agents can influence the scheduling process and increase the likelihood of receiving shifts that best suit their availability or work-life balance. Learn more about submitting Agent Preferences.

Create Time Off Requests

Agents can request Time Off according to their assigned Time Off Policy. They can view the pending, approved, or rejected Time Off requests. All Time Offs gets 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 Change Requests

As an agent, you may occasionally need to request a change to your scheduled shift. This section guides you through the process of submitting a Shift Change request using the system. Following these steps ensures your request is properly recorded and reviewed by the appropriate team. Learn how to create Shift Change 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.

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