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• Notify CXP-WFM (wfm@connexionpoint.com) of the request and include the following information:

  • Agent Name

  • Agent OID

  • Agent’s current shift

    • Each day of the week

    • Include time zones

  • Agent’s desired shift(s)

    • Each day of the week

    • Include time zones

• CXP-WFM will check the shift openings sheet provided by AIQ.

• Please allow 3 business days for the WFM team to review and get back with you. Any approved schedule change will go into effect the following week.

• If there is a shift open which matches the agent’s desired shift, then the request can be accommodated.

• If not, the only alternative is to find an agent with the desired shift who is willing to trade. Send an email targeting agents with one of the desired shifts.

  • Be VERY clear in the email exactly which days/times the agent would need to switch to. Include time zones (ie “If This can be done by grabbing all CXP and AIQ email addresses of the specific agents with the desired shift in the CXP-AIQ Roster.

  • Use the following template for the body of the email:
    ”If any agent receiving this email is able/willing to work the following shift then please let us know ASAPme know within three (3) business days from now: Mon-Fri 8-4:30 PM MST/9-5:30 PM CST/10-6:30 PM EST). This will be granted on a ‘first come first serve' basis.”

  • Cc all sups and Mike Gaudetteyour manager.

• If no agents are willing to trade, then respond within 3 business days, notify the agent that the request unfortunately cannot be accommodated.

• For extenuating circumstances which simply will not allow the agent to work their assigned shift and the above schedule change attempts have failed, notify your manager. We may be able to request and exception with AIQ. There are no guarantees and this approach should only be used when absolutely necessary.

• Agents may only switch schedules once every 90 days.