Managing schedules often requires flexibility, especially when agents are unable to submit changes themselves. To support smoother operations and avoid delays, managers can now raise Shift Change requests on behalf of agents, making it easier to handle schedule adjustments when agents are unavailable or need support. This capability helps ensure timely updates to Shifts while maintaining operational continuity. By allowing managers to submit requests directly, the process becomes more efficient, reduces delays, and ensures that agent schedules remain accurate.

Prerequisites for raising Shift Change Requests on agents’ behalf:

• Workforce Management must be enabled for the environment.

• You must have access to the Workforce Manager Persona App.

• Submit Request For Agent permission under the Shift Change Request section of the Workforce Management module.

• Existing Shift Change Policy assigned to the agents.

Follow these steps to raise a Shift Change Request on an agent’s behalf:

1. Go to the Workforce Manager Persona App.

2. Select Agents from the Left Pane and then Real Time Adherence from the Left Drawer.

   

3. Click the vertical ellipsis (⋮) icon corresponding to the agent you want to raise a Shift Change Request for. This will show a list of options.

4. Select Raise Shift Change Request. This will open the page to create a Shift Change Request for the selected agent only.

   Note: Alternately, you can also navigate to the Master Schedule, hover over a date, and click Request Shift Change to open the Shift Change Request form.

   

5. Fill in the required fields on the Shift Change Request page. Fields marked with a red star are mandatory. Below are the descriptions of the fields on this page:

   Note: The available options in many fields on this page are determined by the configuration of the Shift Change Policies assigned to you.

   

   1. Shift Change Request Date: Select the date for which you want to raise the request. (Required)

   2. Shift: Select the Shift for which you want to raise the request. The list will automatically show the assigned Shifts for the day. (Required)

   3. Start Time: Specify the new start time of the Shift.

   4. Duration: Specify the new duration of the Shift.

   5. Activities: Add or remove Activities, or modify the start time and/or duration of existing Activities.​

      Note: Activities can be modified based on the configuration of the Shift Change Policy assigned to you. Only Activities selected as Addable in the policy can be added. Activities labeled as Non-Reschedulable cannot be rescheduled when requesting a Shift Change. Similarly, only Activities marked as Removable can be removed from Shifts during a Shift Change request.

      

   6. Note: Describe the reason for the request. (Required)

   7. Attachments: Attach any supporting documents for the request. PDF, JPEG, PNG, and CSV file formats are supported.

6. Click the Create button.

This completes the process of creating Shift Change requests. They will be sent for approval or rejection, as per the configured approval workflow.