HOW TO: Request a Focus Schedule Edit (Current and Future Week)

Important Notes

This ticket type should only be used to request a Focus Schedule Change. This task technically is the responsibility of the employee's direct supervisor.

However, we understand that sometimes you may not be able to make the edit due to Focus system issues or are unsure how to do it correctly. (click here to learn how to edit a Focus Schedule)

Examples:
1. Agent's schedule needs to be edited due to being incorrectly plotted.

2. Agent's schedule is missing due to a transfer or perhaps was a late hire on a class and thus is missing a schedule.

3. Agent did overtime and needs the time reflected in Focus.

Process

1. Fill in all required fields. In this case, the required fields are:

Client / Department: use the 3 letter code that matches the client you are requesting the change for.
Skill Type: the type of schedule needed for the employee (Phone, Chat, Email, Back Office, Social Media, Staff). Please note that accounts like Bosch and CollegeBoard have sub-account types. Select accordingly.
Employee Focus ID: found in their Focus profile
Employee Name: you know this one
Start Date: the date you'd like the change to be made effective
End Date (optional): the date the activity ended (should match the start date, unless it was a shift that crossed over midnight into the next day)
Description: should be used for providing any additional details. In the case your agent's schedule is missing for the entire week, you are OK to specify that in the description field.
- Good examples of additional details
  - "Gary Brown's schedule is incorrect for 06/22. They should be scheduled for Belk Phone from 9 AM to 5:30 PM."
- Bad examples of additional details
  - "Alex Johnson's break time is wrong. Please fix."

2. If all necessary details are provided and the discrepancy seems reasonable, WFM will make the appropriate changes in Verint.