Approve or deny schedule changes made by supervisors

The Schedule Edit Management page is available to users with the Administer WFM permission enabled for their role. It lists schedule edits made by supervisors whose editing capabilities are controlled by a schedule editing rule (see Limit a supervisor’s ability to edit schedules) and who are included in a schedule edit event workflow. The edits made by these supervisors are on hold until they are approved or denied by an administrator or scheduler.

When you click one of the entries, a page showing the changes made by the supervisor is displayed. This page shows each agent’s current schedule and the pending schedule with the supervisor’s proposed changes.

You can view how coverage and staffing are affected by the change by toggling between the Pending and Current options for each agent. Hover your cursor over any of the bars at the top of the schedule to display the number of agents forecasted and scheduled for the interval.

Approve or deny schedule changes

1. To approve a schedule change, select the Pending option next to the agent’s name. To deny a schedule change, select the Current option.

   NOTE   You can select all pending or all current schedules at once from the Actions button on the toolbar.

2. Click Save Changes for Week.