Self-Service Request

Interval Level Self-Service Requests

This feature is available to WFM Advanced license users with add/edit permissions. It operates according to the approval rules configured for each self-service item. Self-service requests are available for. Self-service requests are available for:

  • Future times or dates.

  • Published days.

Self-service allows you to request time off, work extra hours, and self-swap when available. It automatically alerts you of available time off, extra hours, and self-swap opportunities. Upon availing of a self-service, all your relevant interconnected schedules are automatically updated.

Based on staffing conditions, self-service intervals are either auto-approved or require manager approval. Learn more about Approval Rules.

Permissions for Self-Service

For time-off

For extra-hours and self-swap

  • View personal schedule must be ON

  • Personal time off request must be ON

    Learn more about these in WFM Permissions

  • Add/edit activity be enabled. Learn more in Activity Codes

  • Agents must have the required skill to work extra hours or do self-swap

Self-Service: Time-Off Requests

This feature requires the advanced license.

Use this self-service to add available time-off intervals to your schedule.

Let us consider a case.

Emma works as a call center agent. She receives a call from her family about a family emergency. Emma needs to head home to attend to the situation. However, she doesn’t want to take the entire remaining day off. Emma requires a flexible solution to handle the emergency without disrupting her work schedule. Emma utilizes the time-off self-service feature provided by the call center. Here’s how it works:

a. Short Time-Off: Emma can request a short time off based on her needs. Instead of taking the entire day off, she specifies the duration required (e.g., a few hours). This allows her to attend to the family emergency without affecting her entire workday.

b. Instant Approval: Emma doesn’t need to wait for manual approval. If the time-off request meets predefined conditions (e.g., availability of backup agents), it is auto-approved. This ensures swift resolution and minimizes disruptions.

c. Breaks During Shifts: Emma can also use the self-service feature to take short breaks during her shifts. Whether it’s a quick breather or a personal matter, she can manage it seamlessly. The system ensures that staffing remains adequate during peak hours.

Benefits: Emma balances work and personal emergencies efficiently. On the other hand, call center maintains staffing levels without compromising service quality. In summary, the time-off self-service feature creates a win-win situation for Emma and the call center, allowing flexibility while ensuring operational continuity.

All the self-service time-off intervals are 30 minutes by default.

To add the time-off self-service:

  1. Go to My Zone > My Schedule.

  2. Select Day for daily view or Week for weekly view.

  3. Click the Self service check box to activate the associated drop-down menu. From the list of options in the self-service drop-down menu, choose Time-off. All available time-off intervals appear on your schedule

    Intervals are auto-approved or need approval depending on the conditions set in the Approval Rules:

    • : Auto-approved

    • : Need approval

    Each time-off interval is 30 minutes.

  4. Click the time-off interval you want to add to your schedule. The Select Time-Off window opens.

  5. In the Select Time Off window, select the required Activity type from the drop-down menu.

  6. Select the time-off Start time. The default is the start time of the selected time interval. The End time is automatically set based on the start time.

    You can take time off for as little as 15 minutes.

    You can extend your time off beyond 30 minutes if:

    • The time-off intervals are continuous and

    • Set validations are met

    You selected an auto-approved time-off interval of 11:00-11:30. You decide to extend this time-off by another 30 minutes. So, you enter the End time as 12:00. Your time-off extension is successful only when:

    • The 11:30-12:00 interval is available for self-service time-off.

    • The 11:30-12:00 time-off interval is also auto-approved.

    • The 11:30-12:00 time-off interval has the same selected Activity code.

  7. Click Add. The time-off interval is added to your schedule or sent for approval depending on the type of selected time-off interval.

    You can add as many time-off intervals as you want from the available self-service intervals. The added self-service time-offs are reflected in your schedule.

    If the time-off interval needs approval, the time-off request is added to the Schedule Requests page.

Self-Service: Extra Hours Requests

Use this self-service to work extra hours in addition to your scheduled shifts.

Consider a case. Emma, a call center agent, enjoys the benefits of the extra hours facility. Here’s how it works:

Extra Earnings: Emma can work additional hours whenever she has an opportunity, earning extra money.

Time-Off Balance: When Emma needs time off but has no balance left, she can compensate by working extra hours and getting paid.

Win-Win: The call center also benefits by having adequate staffing during peak hours.

All the extra hour intervals are 30 minutes by default.

If there is any pending request for a day, then slots are not shown for that day.

To add the extra hours:

  1. Go to My Zone > My Schedule

  2. Click the Self service check box to activate the associated drop-down menu. From the list of options in the self-service drop-down menu, choose Extra hours. All available extra hours intervals appear on your schedule.

    Intervals are either auto-approved or need approval depending on the conditions set in the Approval Rules:

    • : Auto-approved

    • : Need approval

  3. Click the extra hours interval you want to add to your schedule. The Add Extra Hours window opens.

  4. In the Add Extra Hours window, select the Start time. The default is the start time of the selected time interval. The End time will be automatically set based on the start time.

    Keep in mind:

    • The extra hours must be out of the shift hours.

    • If you have set maximum hours in a day or week

    • You can work extra time for as little as 15 minutes.

    If you want to extend extra hours interval beyond 30 minutes, if:

    • The extra hours intervals are continuous.

    • Set validations are met.

    You selected an auto-approved extra hours interval of 11:00-11:30. You want to extend extra hours by 30 minutes. So, you enter the End time as 12:00. Your extra hours extension is successful only when:

    • The 11:30-12:00 interval is available for extra hours.

    • The 11:30-12:00 extra hours interval is also auto-approved.

  5. Click Add. Depending on the type of extra-hours interval selected, the interval is added to your schedule or sent for approval.

    You can add as many extra hours intervals as you want from the available extra hours intervals. The added extra hours are reflected in your schedule. This also covers overnight shifts.

Self-Service: Self-Swap Requests

Self-swap lets you fine-tune your schedules by trading hours from the shifts. You give up some intervals from your shift and take an equal number of intervals from outside of the shifts. This way, the total work hours stay the same. Self-swap gives you more control over your schedules without affecting the overall workload. Accepted swaps automatically update the schedule.

Self-swaps are auto-approved and do not need manager involvement.

All the self-swap intervals are 30 minutes.

If there is any pending request for a day, then slots are not shown for that day.

To add the self-swap self-service:

  1. Go to My Zone > My Schedule

    Self-swap is available in both day and week view.

  2. Click the Self service check box to activate the associated drop-down menu. Choose Self swap from the list of options in the self-service drop-down menu. Your schedule displays all the available self-swap intervals. All intervals are auto-approved.

  3. Select one or more self-swap intervals based on your requirements. The self-swap dialog opens. You can view here the number of intervals removed and added for swapping.

    In case you want to clear the selected intervals, use Clear to discard the selected intervals.

  4. Click Next. You can see the available intervals that can be taken in exchange. The intervals shown are outside scheduled shifts to ensure that total working hours won't be affected.

    Select the intervals you want to take in exchange.

    You must add the same number of intervals that you removed. Once you do so, the Request button is enabled.

    Clicking Go Back will return you to the previous dialogue. In this case, the added intervals in exchange will be cleared, if any.

  5. Click Request. If all the selections align with the set guidelines, self-swap is auto-approved. The new intervals are added as per the selected slots on the My Schedule page.

    A notification is sent whether a self-swap is approved or auto-declined. For example, net staffing has been changed, and the slot is no longer available, but the request has already been submitted.

    Keep in mind that if one or more agents are trying to swap the same intervals while you are trying. The intervals are assigned on a first-come, first-served basis. In such cases, you might see intervals available for swapping, but the request gets auto-declined later upon validation.

Editing or Canceling Self-Service Requests

You can edit or cancel the pending self service requests on the My Schedule page.

To cancel or edit the pending self service requests:

  1. Go to the My Schedule page.

  2. Click the pending request you want to edit or cancel.

  3. Select Cancel or Edit from the menu.

  4. To cancel all pending requests of the day, Select Cancel all at the top of the schedule.