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Agents’ Schedule

On the "Team Schedule" page, the events occupy different layers based on the event type. On the "Your Schedule" page, the page dedicated to displaying schedules to agents, the layers are flattened so that the agent sees only the event that has the highest priority for each moment.

In the image above, you can see an example of the flattened view.

The calendar of the "Your Schedule" page offers 3 different views:

• Day.
• Week.
• Month.

Optionally, WFM can send Agents a notification whenever their schedule for the next 48 hours changes. This includes any changes made to any type of event, either manually (by the Supervisor) or automatically (by the scheduler). WFM accumulates 15 minutes of changes before sending a notification to avoid overloading agents.

Agents can now toggle to view their own real-time adherence data directly within the WFM application.

Agents’ Requests

Agents are not only able to view their schedules. They can also make requests to change their schedule. This is most commonly used for Time Off and Shift Trades/Swaps. However, any type of request related to the schedule can be communicated to the WFM team via this page.

To make a request, Agents need to click on the Request button and, through the chatbot, select one of the quick suggestions or type the request. Depending on the type of request, additional information may be requested and, once confirmed, the request will be sent for review by the supervisor.

As Agent requests are approved by their Supervisor, a notification of the approval is displayed on this page. Clicking on the Requests icon expands the most recent requests or those recently approved/denied.

By clicking on the Full request list [1] icon, Agents can also expand this list to view their request history. An example of this listing is shown below.

Calendar Integration

Go to Your Schedule and click the link icon.

Click the Copy button to copy your personal subscription URL.

Open Outlook Calendar.

Click Add calendar > Subscribe from web.

Give the calendar a name (e.g., WFM Schedule), choose a color, and select an icon, then click Import.

Your WFM schedule will now appear in your Outlook calendar and will update automatically.

Add to Google Calendar: Click ‘+’ in Other Calendars and choose From URL:

Paste the copied URL into the URL of the calendar field and click Add calendar. Then your WFM schedule will now appear in Google Calendar and update automatically.

Edit or Cancel your time-off request

To edit a pending time-off request:

1. Go to Your Schedule (your personal schedule view)
2. Find your pending time-off request (it will show as "Pending")
3. Click on the request to open the details
4. Click "Edit Request"
5. Update the dates, times, or duration as needed
6. Click "Save"
7. Your request goes back into the approval queue with the new information

To cancel a pending time-off request:

1. Go to Your Schedule
2. Find the pending time-off request you want to cancel
3. Click on the request
4. Click "Cancel Request"
5. Confirm the cancellation when prompted
6. The request is immediately removed from your schedule

Important:

• You can only edit or cancel pending requests (not yet approved)
• Once a request is approved, you'll need to contact your supervisor
• Your changes are checked against your remaining time-off balance
• Your supervisor will see the updated timestamp and know the request was modified

Tip: Double-check your dates before submitting to save time!

Viewing your Teammates’ Schedules (Agent Team Schedule View)

On the Team Schedule page, agents can see when their teammates are scheduled to work. This is a simplified, privacy‑preserving view designed only to show who is working and when, not what each is specifically doing.

When enabled by an administrator:

• Each teammate’s shift is displayed as a single “Working” block, with start time and an end time.

This allows agents to understand who is online and during which hours, without exposing sensitive information about their teammates’ activities or performance.

Accessing the Team Schedule view

1. Log in to Talkdesk and open the WFM area where your schedule is visible.
2. Go to the Team Schedule page.
3. Use the date controls (e.g., a date picker or previous/next buttons) to select the day you want to see.

When you open this page, you will see:

• A list of teammates.
• A timeline that shows each person’s Working block for the selected day.

Note: If you do not see the Team Schedule page, your role may not have permission, or the feature may not be enabled for your team. In this case, please contact your Supervisor or the WFM team.

Additional Resources: