List of Requests

The List of Requests provides a central location for reviewing and managing Workforce Management requests that require approval. From this page, authorized users can review time off requests and shift trade requests, filter requests by status and other criteria, and approve or deny requests.

To open the page, select List of Requests from the Workforce Management navigation menu.

The List of Requests page provides access to Time off Requests and Trade Requests.

Viewing Requests

Requests are organized into two tabs:

• Time off Requests – Displays employee time off requests.
• Trade Requests – Displays shift trade requests that require review.

Use the controls at the top of the page to search for requests and filter the displayed results. Available filters depend on the selected request type and can include organizational unit, date, request type, and request status.

For information about shift trading from the agent's perspective, see Shift Trades.

Trade Requests

Select the Trade Requests tab to review shift trades that require approval.

A shift trade can require approval after the agents involved in the trade have accepted the proposed exchange. Whether approval is required depends on your organization's shift trade configuration.

Use the search, organizational unit, date, and status filters to locate requests. Requests can be filtered by All, Pending, Approved, or Denied.

Select a request to open the Trade Request panel. The panel displays information about the agents and shifts involved in the trade, comments from the agents, and the current request status. Select View Trade Details to review additional details about the proposed trade.

Select a trade request to review its details and approve or deny the request.

Approve or Deny a Shift Trade Request

To approve or deny a shift trade request:

1. Select List of Requests from the Workforce Management navigation menu.
2. Select the Trade Requests tab.
3. Use the available search and filter options to locate the request.
4. Select the request to open the Trade Request panel.
5. Review the proposed trade and comments from the agents. To review additional shift information, select View Trade Details.
6. Optionally, enter a comment.
7. Click Approve or Deny.

If you approve the request, its status is updated to Approved and the affected shifts are updated in the agents' Calendars.

If you deny the request, its status is updated to Denied.

Note: If a shift trade request includes multiple days, the entire request must be approved or denied. Individual shifts within a multi-day trade request cannot be approved separately.

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