Workforce optimization for customer service simplifies requesting time off or ship swaps and approving these requests here's how it works agents request time off or a shift swap in the CSM agent workspace the agent's coworker approves or rejects the ship swap request managers then approve the time off or ship swap requests submitted by their Agents from manager workspace let's follow along as Gina a customer support agent for acne Corp requests time off and shift swap we're logged in as Gina in the CSM agent workspace where she's opened the calendar the M calendar tab displays her shifts and entire schedule which she can view by the day week or month other tabs display her team calendar time off requests shift swap requests and shift approvals Gina would like to take some time off so she clicks new and selects time off Gina is planning a long weekend vacation starting on the 30th to request this day off she enters a title selects the start and end date and enters a description she saves the request to view her request she accesses the time off request tab here's her request for time off in the requested State waiting for approval by her manager under the my calendar view agents can also request a ship swap Janna wants to have dinner with her family on Sunday the 25th which means she won't be able to work the morning shift on the 26th she wants to request a ship swap with some other agent before requesting the ship swap she opens the team calendar and sees who's available Gina sees that Janice would be working from 5:00 p.m. till 2: p.m. and this shift suits Gina's plans so she creates a shift swap request right from the shift she selects Janice in the agent field the date and then submits the request in the shift swap request tab she sees that her request has been created and is pending agent approval in the bay system when a shift swap request is created it goes to an agent for approval and then to the manager but this can be customized in flow designer by your administrator now we'll switch to the CSM agent workspace logged in as Janice to see how she approves or rejects Gina's request when she opens the calendar view she sees one shift approval waiting in her queue she opens the tab reviews the request and approves it back on G ship swap request page she can see that Janice approved her request and the request State changed to pending manager approval now let's switch perspectives again where logged in is Tracy the manager of service support in the schedule page she can go to shift approvals here's the list of all the approvals that have been requested by her team she opens Gina's shift swap request and approves it back on Gina's screen she can see that her request has been processed we've seen how Workforce optimization for customer service simplifies the process of submitting and approving shift requests agents and managers can also manage requests and approvals in the service now mobile agent when they're on the go for more information see our product documentation or knowledge base or ask a question in the service now community