Request a schedule offer
Use a schedule offer request to make all or part of a day you are scheduled to work available for another agent to work. For example, if you have an obligation away from work on Wednesday, you offer your shift to anyone else who can work that day. The schedule offer is posted to the Public Box of all agents in your view.
The following table describes the fields in the Schedule Offer Request dialog box.
| Field | Description |
|---|---|
| Requesting Agent | (Read-only) Your name. |
| Scheduled Date | The date you want to offer to other agents to work. By default, it displays tomorrow’s date. You cannot choose a date in the past. |
| Entire Day | Select this check box to offer an entire day. |
| Expiration Date | The date your request expires. At that time, it no longer appears in your Outbox or in the Public Box. The expiration date must be before the Scheduled Date. |
| Confirm | Select this check box if you want to confirm an agent’s acceptance of the offer before it is sent to your supervisor for approval. |
| Write Comment | (Optional) Click to enter a comment regarding the schedule offer request. Any comment you add is not saved until the schedule offer request itself is saved. Max characters = 250. |
The following table describes the fields in the partial day Schedule Offer Request dialog box.
| Field | Description |
|---|---|
| Requesting Agent | (Read-only) Your name. |
| Scheduled Date | The date you want to offer to other agents to work. By default, it displays tomorrow’s date. You cannot choose a date in the past. |
| Entire Day | Clear this check box to offer a partial day. |
| Time | Enter the start and end times of the hours you want to offer to another agent. |
| Expiration Date | The date your request expires. At that time, it no longer appears in your Outbox or in the Public Box. The expiration date must be before the Scheduled Date. |
| Confirm | Select this check box if you want to confirm an agent’s acceptance of the offer before it is sent to your supervisor for approval. |
| Write Comment | (Optional) Click to enter a comment regarding the schedule offer request. Any comment you add is not saved until the schedule offer request itself is saved. Max characters = 250. |
Create a new schedule offer request
- Click New Request, and then choose Schedule Offer Request from the menu.
- Complete the fields.
- Click Submit.
A schedule offer request without confirmation flows through the system as outlined in the following table.
| User | Action | Shows Up Here | Status |
|---|---|---|---|
| Agent A | Creates new request | Agent A’s Outbox | Pending |
| All agents | Receive offer | Agents’ Public Box | Not applicable |
| Agent B | Accepts offer | Agent B’s Inbox | Submitted |
| Agent A’s Outbox | Submitted | ||
| Supervisor | Receives accepted offer | Supervisor’s To-Do Box | To-Do |
| Supervisor | Approves/denies offer | Supervisor’s All Box | Approved/Denied |
| Agent A’s Outbox | Approved/Denied | ||
| Agent B’s Inbox | Approved/Denied |
A schedule offer request with confirmation flows through the system as outlined in the following table.
| User | Action | Shows Up Here | Status |
|---|---|---|---|
| Agent A | Creates new request | Agent A’s Outbox | Pending |
| All agents | Receive offer | Agents’ Public Box | Not applicable |
| Agent B | Accepts offer | Agent B’s Inbox | Pending |
| Agent A | Receives accepted offer | Agent A’s Outbox | To-Do |
| Agent B’s Inbox | Pending | ||
| Agent A | Confirms/rejects offer | Agent A’s Outbox | Submitted/Rejected (Rejecting the request creates a copy of the request that shows Denied on it, and the original request goes back to Pending) |
| Agent B’s Inbox | Submitted/Rejected | ||
| Supervisor | Receives accepted offer | Supervisor’s To-Do Box | To-Do |
| Supervisor’s All Box | Approved/Denied | ||
| Agent A’s Outbox | Approved/Denied | ||
| Agent B’s Inbox | Approved/Denied |