Schedule change requests can come up throughout the year as agent's personal schedules may change. It is important to know the proper channels to direct these requests to ensure that business needs and each agent's needs are met.
Procedure:
Before requesting a schedule change, we should first check if a schedule swap is possible. "Can 2 agents swap schedules?"
If this is not possible, we will need to request a change with AIQ-WFM.
Agents can only switch schedules once every 90 days.
Email the CXP-WFM team (wfm@connexionpoint.com) and cc Mike Gaudette (mgaudette@connexionpoint.com).
Include the agent's name, current schedule, requested schedule and indicate if you have already tried to find an agent to swap schedules with.
CXP-WFM will request with AIQ-WFM.
Please allow 5 business days for the WFM team to review and get back with you. Any approved schedule change will go into effect the following week.