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Agent view

Employees with the Agent role see WFM from the point of view of one person: their own schedule and their own requests. This page describes what they see and the workplace setting that decides how much of their colleagues' schedule they see.

What an agent sees

  • Menu - The left menu shows only the Dashboard. Schedules, people and settings are for administrators.
  • Dashboard - The schedule plan of the current period is shown directly on the Dashboard. An agent sees a plan only once it is published; until then the Dashboard says "There is no published schedule for the current period yet."
  • Read-only plan - The agent can browse the plan, but cannot change shifts or open the plan's tools. Their own row is highlighted.
  • Requests - + Add Request on the Dashboard creates a request for the agent. Agents can submit requests only for themselves and see only their own requests. See Requests and Notifications.

Whole team or only themselves

Each workplace decides what its agents see in its schedule plans.

  1. Go to Settings > Configuration > Workplaces and open the workplace.
  2. In Agents see in the schedule, choose:
    • Whole team (default) - Agents see the whole plan: every colleague's shifts and requests.
    • Only themselves - Agents see only their own row: their own shifts and requests. The needs stay visible, but colleagues' names, shifts and requests, and the figures that describe them (such as who covers a skill or which shifts are unassigned) are left out.
  3. Click Save.

The setting applies to agents only. Team leaders, planners and administrators always see everybody.

Note

With Only themselves, colleagues' data is not sent to the agent's browser at all - it is not merely hidden on the screen.

Withdraw a pending request

An agent can take back a request that has not been decided yet.

  1. On the Dashboard, click your own request in the plan.
  2. In Withdraw request?, confirm.

The request is removed from the plan. Only requests still waiting for approval can be withdrawn - an approved or rejected request shows "This request has already been decided and can no longer be withdrawn."