Self Service capabilities empower team members by giving them greater control and flexibility in managing their schedules. Beyond benefiting individual people by promoting autonomy and work-life balance, this feature streamlines administrative processes and boosts operational efficiency for contact center management.
The WFM_PTO_REQUESTS_ACCESS role is required to submit vacation and sick leave requests. The WFM_SHIFT_SWAP_REQUESTS_ACCESS role is required to submit shift swap requests. The WFM_AGENT_VIEW_REQUESTS role is required to view requests in the Requests pane. All three roles are included by default in the WFM_AGENT composite role. Read more about Workforce Management Roles.
The following Self Service features are available:
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Absence Requests (read more on the Absence Requests page):
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Sick Days – People submit sick leave requests through the request interface. Supervisors are notified automatically, ensuring a transparent and streamlined communication process.
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Vacation Requests – People plan time off efficiently by submitting vacation requests through the system. Approved and pending requests are tracked, allowing for better workforce planning.
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Shift Swaps – This upcoming feature allows people to swap shifts with colleagues seamlessly, reducing scheduling disruptions when unexpected commitments arise.