Objective

Record a decision on a pending agent request and check both the request status and any resulting schedule status.

Environment

  • You can review and act on the request in Managing → Agent Requests.
  • The request is still Pending, and you have reviewed its dates, details, and schedule impact.

Resolution

  1. Open Managing → Agent Requests and find the pending request. See How To Review Time-Off And Schedule-Change Requests for the queue filters and row details.
  2. Confirm the requester, request type, affected dates, proposed change, and reason. For a schedule change, compare the original and proposed activity times. For time off or overtime, check the requested interval or hours against the schedule.
  3. To approve a request you can accept, select Approve in its row. Wait for the result, then confirm the row shows Approved. If ZenOps reports an overlap, review the conflict and its affected dates before choosing an available resolution or leaving the request pending for further investigation.
    Important: Resolve and approve changes overlap coverage

    When offered for a time-off conflict, this action removes overlapping coverage from the other approved request in ZenOps schedules. Review the affected dates and result before confirming.

  4. To decline the request, select Deny, enter a clear Reason for denial, and select Deny Request. The reason is shared with the agent. Confirm the row shows Denied and the reason you entered.
    The Deny Request dialog requires a reason, which is shared with the agent who submitted the request.
  5. For an approved request, inspect the schedule status shown in the row. Pending schedule, Partially applied, Overridden, or Needs attention calls for follow-up with the schedule owner; an approved decision alone does not confirm that the agent can see the change in a published schedule.
  6. If the action fails or the status is unclear, refresh the queue and check the request again before taking another action. Use the status filter to find approved or denied requests after they leave the default pending view.