My Schedule¶
My schedule is the agent's own half of Workforce Management. Adherence measures an agent against a plan, and this is where the agent reads that plan — in the tool they already work in, in their own local time.
It is read-only. An agent sees only their own shift, never anybody else's, and there is no way for an agent to edit it.
Who this page is for
Agents, and the supervisors who explain the screen to them. Setting up the schedules an agent reads here is described in Workforce Management.
Where to find it¶
User portal → Contact Center → Agent
The Agent Dashboard opens with two headings side by side — Agent Dashboard and My schedule. They are tabs: click either to switch. Agent Dashboard is always the one that opens first, including when you come back to the panel later.
While you have a call in progress the panel switches to the calls view and the tabs are not shown. Finish the call to get back to them.
The tab appears only for agents somebody has rostered
An agent nobody has put on a schedule does not get the tab at all — the panel is just the Agent Dashboard, as it was before. An empty schedule screen would be a question with no answer, so it is not offered.
An agent who is on a schedule but has nothing rostered this week does get the tab, and it says so in each section.
The status marker¶
The clearest part of the module is not in the tab at all. It is beside the agent's own status, in the account bar at the top of the portal, where they already look.
When the state an agent is in differs from the state their shift expects, a small hollow ring appears next to the status label, in the colour of the state that was expected. The convention is worth learning once:
| Means | |
|---|---|
| Filled dot | the state you are in |
| Hollow ring | the state you are supposed to be in |
Hover it and it says, for example, Your shift expects Training; you are in Available.
The ring is not there on an ordinary day. It also stays hidden while the schedule is still loading, so it never raises a flag before it knows the answer.
What the status menu adds¶
Clicking the status chip opens the list of states to switch to, and above it a short summary of the shift:
- Your shift: Available on Sales until 13:00 — the queue is named only when the shift names one.
- When the current state is not the expected one, a line in orange saying which state the agent is actually in.
- Join Sales — offered, and only offered, when the shift names a queue the agent is not logged into. Nothing joins a queue on the agent's behalf.
The countdown¶
Under that, a single line about the next change, and only when it is close:
| Line | When |
|---|---|
| Your shift starts in 12 min: Available on Sales | a shift is about to begin |
| Lunch on Sales in 5 min | the expected state is about to change |
| Your shift ends in 3 min | the shift is about to end |
Two deliberate choices here:
- It is silent until the change is within a quarter of an hour. A countdown running all morning is furniture; one that appears fifteen minutes out is a prompt.
- Moving to a different queue in the same state counts as a change and is announced, because it changes what the agent should be answering.
At the moment itself the wording is now rather than a count of zero minutes.
The countdown runs on the platform's clock
Not the browser's. A laptop with a skewed clock would otherwise show the agent a different answer from the one the adherence report scores them against.
Right now¶
The first section of the tab, and the one an agent reads most.
On plan, it shows a swatch in the expected state's colour, the label On schedule, the state name, and until when — Scheduled until 13:00.
Off plan, the card takes a red edge and the swatch becomes a pair: the state the agent is in, an arrow, and the state that was expected. The sentence spells it out — Your schedule says you should be in Training, but your current status is Available.
With nothing scheduled, a neutral swatch, Not scheduled right now, and Nothing is expected of you at 18:40.
If two of the agent's schedules expect different states at this moment, a line under the card names the others and says to ask a supervisor which applies. That is a deliberate refusal to guess — see conflicting schedules for what an administrator does about it.
\"On schedule\" is not the adherence percentage
They are different statements and the screen keeps them apart. On schedule is about this minute; the percentage in the Today header is about the day so far.
The times are the agent's own¶
Beside the Right now heading is an ⓘ button, About the times shown. It reveals which time zone the screen is drawn in — the agent's own local zone, named.
This matters for anybody working a shift authored in another country's zone: the schedule was written in the site's time, and it is shown here converted, so the times on screen are the times on the agent's clock.
Today¶
One row per segment of today — the hours, a colour swatch, the state, and the name of the schedule it came from. No shift scheduled today. when there is none.
On the right of the heading, the day's adherence so far:
82% adherence · 4h 55m of 6h 0m
Two things to know about that figure:
- It measures the day so far, not the whole shift. At 11:00 it reports the morning, not a forecast of the day. A percentage that counted the afternoon somebody has not worked yet would read as failure all morning and recover by itself at six o'clock.
- It is not shown at all on a day nobody rostered the agent for. A zero there would say "worked badly"; the truth is that there was nothing to work against. A day the agent was rostered for and did not appear does show a real figure, which may well be zero.
This week¶
The seven days drawn on one 24-hour axis, each shift a block in its state's colour — the same picture the administrator sees when authoring the week.
- A vertical line marks the current moment, on today's row only, with a Now pill on the hour axis above.
- A day nobody rostered shows Not scheduled rather than an empty row.
- A night shift authored as two halves — 22:00 to midnight and midnight to 06:00 — reads as continuous across the two rows.
- Where two segments overlap, both are drawn stacked and a note says so. Nothing is hidden behind anything else.
My exceptions¶
The agent's own deviations for the week, each with its times, how long it ran, what was expected and what happened instead — expected Available · was Training.
The labels are word for word the ones on the administrator's Adherence report: Late start, Early end, Absent, Over-long break, Unscheduled away, Worked outside schedule. That is the point of showing them: the agent and the supervisor are reading the same list before the conversation, not comparing two accounts of the same week.
No deviations recorded this week. when there are none.
A footnote names the grace threshold when one is configured — small deviations either side of a segment are not counted, so arriving twelve seconds late does not generate a row.
When it cannot load¶
The screen says Your schedule could not be loaded and offers Try again.
It deliberately never falls back to "you are not assigned to a schedule". An agent who was told that, wrongly, would plan their day around it.
Frequently asked¶
Can my supervisor see this screen? They see the same underlying plan and the same adherence figures, from the admin side. What they cannot do is edit your shift from here — nobody can, this screen is read-only.
Why does the ring next to my status not match what I am doing? Because the ring shows what your shift expects, not what you are doing. Filled dot is you; hollow ring is the plan. If the two disagree and the plan is wrong, that is a conversation with whoever authored the schedule.
My schedule says I should be in a queue I am not logged into. The status menu offers a Join button for exactly that case. Nothing joins you automatically.
Why is there no percentage in the Today header? Because nothing was scheduled for you today. See Today.
The times look an hour out. Open the ⓘ beside Right now and check the time zone it names. Shifts are authored in the site's zone and converted to yours; if the zone shown is not where you are, your device's zone is what needs correcting.