Use shift swapping

As a customer service representative, you can use shift swapping to manage your work-life balance. It allows you to exchange shifts with other representatives and gives you the flexibility to attend to personal commitments without affecting your work responsibilities. Shift swapping helps ensure that your shifts are covered while also supporting your peers.

Create a shift swap request

1. In the site map of Copilot Service workspace, select Request Management under Workforce Management. The All Active Requests page appears.
2. Select New, and then select Shift Swap from the dropdown menu. The New WEM Request page appears.
3. On the Select shift card, enter the details as follows:
   • Date: Select the date for the shift you want to swap.
   • Shift Plan: Select the name of the plan you want to use for the swap.
   • Full shift day: If you want the entire shift to be included in the swap, set Full shift day to Yes.
   • Booking: For a shift swap that doesn't include the entire shift, select the activity to swap. The form populates the Start Time and End Time for the booking, and calculates the Hours.
   • Note: Type a note if desired.
4. On the Select shift to swap card, enter your Availability date and Preferred time range so that others know when you're available to swap a shift.
5. If you want the system to notify all representatives who meet your availability criteria, toggle on Public Post. If the setting is off, the system lists other representatives' available bookings that can be swapped, and then you can select the shift you want to use and complete the swap.