Objective

Find agent requests, check their dates and proposed changes, and decide which pending requests need a manager response.

Environment

  • You have access to Managing and its Agent Requests tab.
  • The request is visible to you as an authorized reviewer.

Resolution

  1. Open Managing → Agent Requests. The queue opens with Pending selected, so start with requests awaiting a decision.
  2. Use the search, date range, status, request type, person, and team filters to find the request. The request type filter includes Time off, Schedule change, and Overtime. If the results span pages, check the pagination controls.
    The Agent Requests queue shows its filters and pending requests. Names and email addresses in this example are anonymized.
    Note: Check the queue scope

    An empty filtered view does not mean there are no requests. Review the selected status, dates, filters, and result pages.

  3. Read the row’s Submitted by, Dates affected, Requested changes, Approver(s), and Status. Check the agent’s team, submitted date, and notice period where shown.
  4. For time off, review the leave type and whether the request covers a full day, specific times, or a stated number of hours. For a schedule change, compare the original activity time with the proposed time in the agent’s timezone. For overtime, review the requested times or hours.
  5. Read the agent’s reason and any overlap warning shown in the row. Check the relevant schedule and coverage before deciding how to respond. An overlap can require an extra review during approval.
  6. When you have enough context, use How To Approve Or Decline A Request to complete the decision. To review an earlier outcome, change the status filter to All statuses or the relevant status and inspect the row again.