Give agents a schedule they trust — and a say in it.
Self-service that's first-class, not bolted on: their roster, their requests, their bids — with the fairness math in plain sight.
My Schedule, on the device agents actually use.
At /my-schedule, every agent sees their own roster, the status of every request, and their performance standing — mobile-friendly by design, because the frontline lives on a phone, not a desktop.
- Personal roster with shifts, breaks and activities
- Request status — swaps, leave, bids — in one place
- Performance standing, metric by metric
Voice — Customer CareConfirmed
Fri shift ↔ Santos, J.Pending
Annual · slot availableApproved
Aug roster · opens to Tier 1Open
Performance-tiered bidding: fairer than seniority, and visible.
A composite performance score — configurable metrics, weights and direction — ranks agents into percentile-based bid tiers. Higher performers bid first. And every agent sees exactly how their tier was computed, metric by metric. No mystery, no favoritism arguments.
- Bid cascade: bids open to Tier 1, auto-advance when the window elapses or everyone has bid
- Nothing silently dropped: every bid is explicitly accepted or rejected
- Ranking transparency: the tier calculation is shown to the agent, not just the planner
Composite score: adherence 40% · QA 35% · AHT vs target 25% — every agent sees their own breakdown.
Swaps, leave and absence — with the rules doing the checking.
Shift swaps
Agent-initiated (partner accepts → scheduler approves) or scheduler-initiated (auto-approved). Rest and consecutive-day rules are re-checked at approval time — a swap can't sneak a compliance breach in.
Leave management
Requests checked against allocation slots and minimum-notice rules, routed through an approval workflow, with slots charged on approval.
Absence tracking
WFM-recorded absences feed adherence and history — the picture stays complete even when the agent never opened the app.
For the buyer: transparent, fair self-service is an attrition lever. Fewer “why is my schedule like this” escalations to team leads, fewer fairness disputes, and a floor that trusts the roster.