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Agent Self-Service

Genesys WFM Agent Self-Service Documentation

Study Notes

Topic Description
Agent Portal Web-based access to schedules, time-off, trades
Mobile App iOS/Android for on-the-go schedule management
Desktop Features View schedules, request time-off, trade shifts
Mobile Features Push notifications, offline access, touch-friendly
Schedule View Calendar and detailed views of shifts
Preferences Availability, shift preferences, communication settings
Reporting Personal adherence, performance history
Flexibility Agent control over schedules within policy

Navigation

Agent Portal: Agent Self-Service URL (desktop) Mobile App: Genesys Tempo (iOS/Android)

Agent Self-Service Overview

Agent Self-Service empowers employees to manage their work schedules and make work-life balance decisions within company policies. Available on desktop web portal and mobile apps (iOS/Android), self-service reduces administrative burden on supervisors while giving agents more control over their schedules.

Agent Self-Service functions:

  • View current and future schedules
  • Request time-off with automatic approvals
  • Propose and accept shift trades
  • Set work preferences and availability
  • Submit adherence explanations
  • Track personal performance metrics
  • Manage personal settings and contact info
  • Receive schedule notifications

Self-Service Benefits

For Agents:
├─ Anytime access (24/7 from home/mobile)
├─ Flexibility to trade shifts easily
├─ Control over scheduling preferences
├─ Transparency in time-off balances
├─ Fast approvals (often automatic)
├─ Mobile convenience
├─ Peace of mind with visibility
└─ Reduced interactions with supervisor

For Supervisors:
├─ Reduced administrative work
├─ Faster request processing
├─ Better visibility of changes
├─ Fewer phone inquiries
├─ More time for coaching
├─ Accurate preference tracking
├─ Better agent satisfaction
└─ Improved team morale

For Organization:
├─ Improved agent satisfaction
├─ Better work-life balance perception
├─ Lower turnover risk
├─ Operational efficiency
├─ Cost savings (less admin time)
├─ Data accuracy
├─ Competitive advantage in hiring
└─ Agility in staffing changes

Desktop Web Portal

The desktop Agent Self-Service Portal is accessed through a web browser, providing full functionality on any computer with internet access.

Home Dashboard

Agent Portal Home:

Welcome Header:
├─ Agent Name: John Smith
├─ Site: New York - Support Team
├─ Next Shift: Tuesday 09:00-17:00 (2 days away)
└─ Status: On Schedule

Quick Actions (Buttons):
├─ View Full Schedule
├─ Request Time Off
├─ Find Shift Trades
├─ See My Performance
├─ Manage Preferences
└─ Contact Manager

Next Shift Details:
├─ Start Time: 09:00
├─ End Time: 17:00
├─ Activity: Support Voice
├─ Location: Manhattan Office
├─ Duration: 8 hours
└─ Status: Confirmed

Recent Notifications:
├─ "Schedule updated for next week"
├─ "Time-off request approved"
├─ "John accepted your trade request"
└─ "Team meeting rescheduled"

Schedule View Features

My Schedule - Calendar View:

Calendar Display:
├─ 4-week view (customizable)
├─ Color-coded by activity:
│  ├─ Blue: Voice Support
│  ├─ Green: Email Support
│  ├─ Yellow: Training
│  ├─ Gray: Time Off
│  ├─ Red: Holiday
│  └─ White: Day Off
├─ Click date for details
├─ Drag to copy/move
└─ Export to calendar app

Shift Details (Click Any Shift):
├─ Date: Tuesday, March 18, 2026
├─ Start: 09:00 | End: 17:00
├─ Duration: 8 hours 0 minutes
├─ Activity: Support Voice
├─ Queue: Support_Queue_001
├─ Break 1: 10:30-10:45 (15 min)
├─ Lunch: 12:00-13:00 (1 hour)
├─ Break 2: 14:30-14:45 (15 min)
├─ Location: Office
├─ Manager: Jane Doe
└─ Notes: Regular schedule

Historical Schedule:
├─ View past weeks (up to 12 months)
├─ Review actual vs scheduled
├─ Track adherence history
└─ Understand patterns

Future Schedule:
├─ View up to 26 weeks forward
├─ Plan ahead for preferences
├─ Identify conflicts early
├─ See blackout dates
└─ Plan time-off accordingly

Time-Off Management

Request Time Off:

Simple Workflow:
1. Click "Request Time Off"
2. Select Type:
   ├─ Vacation
   ├─ Sick Leave
   ├─ Personal Time
   ├─ Unpaid
   └─ Other
3. Select Dates (Calendar Picker):
   ├─ Click start date
   ├─ Click end date
   ├─ See selected dates highlighted
   └─ Show conflicting requests
4. Add Notes (Optional):
   └─ "Family visit" or "Medical appointment"
5. Review & Submit:
   ├─ Confirm dates
   ├─ See balance impact
   ├─ Check approval likelihood
   └─ Submit request

View Status:
├─ Pending Requests:
│  ├─ March 20-21 (Vacation) - PENDING
│  ├─ Submitted: 3 days ago
│  ├─ Required days notice: Met (14 days)
│  └─ Status: Awaiting manager review
│
├─ Approved:
│  ├─ April 5-10 (Vacation) - APPROVED
│  ├─ June 15 (Personal) - APPROVED
│  └─ July 4 (Holiday) - AUTOMATIC
│
└─ Rejected:
   ├─ None recorded
   └─ No rejections in history

View Balances:
├─ Vacation:
│  ├─ Total Available: 20 days
│  ├─ Used YTD: 5 days
│  ├─ Pending Requests: 2 days
│  └─ Remaining: 13 days
│
├─ Sick Leave:
│  ├─ Total Available: 10 days
│  ├─ Used YTD: 2 days
│  ├─ Pending Requests: 0 days
│  └─ Remaining: 8 days
│
└─ Personal Time:
   ├─ Total Available: 5 days
   ├─ Used YTD: 1 day
   ├─ Pending Requests: 0 days
   └─ Remaining: 4 days

Shift Trading

Find Shift Trades:

Search Interface:
├─ Start Date Picker
├─ End Date Picker
├─ Activity Filter (Optional):
│  ├─ All Activities
│  ├─ Voice Support Only
│  └─ Email Support Only
├─ Time Filter (Optional):
│  ├─ Morning (before 12:00)
│  ├─ Afternoon (12:00-17:00)
│  └─ Evening (after 17:00)
└─ Search Button

Results Display:
├─ Agent 1: Thomas
│  ├─ Shift: Thursday 10:00-18:00 (Support Voice)
│  ├─ Skills Match: Yes ✓
│  ├─ Propose Trade: Button
│  └─ View Profile: Link
│
├─ Agent 2: Maria
│  ├─ Shift: Friday 09:00-17:00 (Support Voice)
│  ├─ Skills Match: Yes ✓
│  ├─ Propose Trade: Button
│  └─ View Profile: Link
│
└─ Agent 3: David
   ├─ Shift: Wednesday 14:00-22:00 (Email Support)
   ├─ Skills Match: Partial ⚠
   ├─ Propose Trade: Button (with note)
   └─ View Profile: Link

Propose Trade:
1. Select agent from results
2. Confirm Details:
   ├─ My Shift: Friday 09:00-17:00
   ├─ Their Shift: Thursday 10:00-18:00
   ├─ Skills Compatibility: Verified ✓
   └─ Activity Match: Voice to Voice ✓
3. Add Message (Optional):
   └─ "Really appreciate if you can help!"
4. Send Trade Request

Track Pending Trades:
├─ Request Sent:
│  ├─ To: Thomas (Friday trade)
│  ├─ Sent: 2 hours ago
│  ├─ Status: AWAITING RESPONSE
│  └─ Cancel Request: Option
│
├─ Requests Received:
│  ├─ From: Sarah (Tuesday trade)
│  ├─ Received: 1 hour ago
│  ├─ Shift Details: Mon 09-17 for Wed 14-22
│  ├─ Accept: Button
│  └─ Decline: Button
│
└─ Completed Trades:
   ├─ Traded with Jason (March 10)
   ├─ Traded with Lisa (February 28)
   └─ View History: Link

Personal Preferences

Manage Preferences:

Basic Information:
├─ Name: John Smith (Read-only)
├─ Email: [email protected] (Editable)
├─ Phone: 212-555-0123 (Editable)
├─ Site: New York Support (Read-only)
├─ Team: Support Tier 1 (Read-only)
├─ Manager: Jane Doe (Read-only)
└─ Start Date: January 15, 2023 (Read-only)

Availability Windows:
├─ Preferred Start Time: 09:00
├─ Preferred End Time: 17:00
├─ Can Start Earlier: 08:00 (Willing)
├─ Can End Later: 18:00 (Willing)
├─ Days Preferred: Mon-Fri
├─ Weekends: Not preferred
└─ Save Preferences: Button

Scheduling Preferences:
├─ Split Shifts: Not preferred
├─ Consecutive Days Worked: Max 5 (preferred)
├─ Days Off Preference: Mondays (if possible)
├─ Break Timing: Before 11:00 preferred
├─ Lunch Timing: 12:00-13:00 preferred
├─ Flexibility: Moderate (willing to adjust)
└─ Save Preferences: Button

Work Preferences:
├─ Preferred Activity: Voice Support
├─ Willing to Blend: Yes (40% email)
├─ Open to New Activities: Yes
├─ Overtime Interest: Some (up to 5 hrs/week)
├─ Schedule Variation: Prefer consistency
└─ Save Preferences: Button

Communication Preferences:
├─ Schedule Updates: Email ✓ SMS ☐ App ☐
├─ Emergency Notices: Email ✓ SMS ✓ Phone ✓
├─ Shift Changes: Email ✓ SMS ✓
├─ Manager Messages: Email ✓ App ✓
├─ Preferred Language: English
└─ Save Preferences: Button

Performance & Reporting

My Performance:

Adherence:
├─ Current Week Adherence: 94%
│  └─ Status: ✓ Excellent (>90%)
├─ Last Week Adherence: 91%
│  └─ Status: ✓ Good
├─ Monthly Average: 92%
│  └─ Trend: Improving ↑
├─ YTD Average: 91%
│  └─ Status: On Target
└─ View Detailed Report: Link

Quality Metrics:
├─ Customer Satisfaction: 4.2/5.0 (if tracked)
├─ Call Quality Score: 87/100 (if tracked)
├─ First Contact Resolution: 92% (if tracked)
├─ Email Response Quality: Good (if tracked)
└─ View Detailed Report: Link

Historical Data:
├─ Adherence by Week (chart)
├─ Adherence by Day (breakdown)
├─ Attendance Record (details)
├─ Coaching Feedback (recent)
└─ Export to Excel: Option

Submit Adherence Explanation:
├─ If below threshold (e.g., <85%):
│  ├─ Day: Monday
│  ├─ Reason: Training session (unplanned)
│  ├─ Duration: 1 hour 30 min
│  ├─ Explanation: "Emergency product training"
│  └─ Submit: Button
└─ Manager notified of explanation

Mobile App (iOS/Android)

The mobile Genesys Tempo app provides schedule management on-the-go with push notifications and offline access.

Mobile Features

Mobile Home Screen:

Next Shift Widget:
├─ Date & Day: Tuesday, March 18
├─ Time: 09:00 - 17:00
├─ Countdown: "In 2 days"
├─ Activity: Support Voice
└─ Tap to Expand

Quick Action Buttons:
├─ 📅 View Schedule (Calendar)
├─ ⏰ Request Time Off
├─ 🔄 Find Trades
├─ 📊 My Performance
├─ ⚙️ Preferences
└─ 💬 Message Manager

Recent Notifications:
├─ 🟢 Schedule Updated (2 hrs ago)
├─ ✅ Time-off Approved (5 hrs ago)
├─ 🔄 Trade Request from Sarah (1 hr ago)
└─ 📅 Meeting Scheduled (1 day ago)

Swipe Navigation:
├─ ← Left: Previous week/section
└─ Right →: Next week/section

Schedule View (Mobile)

Mobile Schedule - Week View:

Compact Calendar:
├─ MON | TUE | WED | THU | FRI | SAT | SUN
├─ [Off] [9-5] [9-5] [9-5] [9-5] [Off] [Off]
│         💙   💙   💙   💙
│     (Color indicates activity)
│
├─ Tap date for full shift details
└─ Swipe to change week

Shift Detail View (Tap Shift):
├─ Tuesday, March 18
├─ 09:00 - 17:00 (8 hours)
├─ Support Voice
├─ Break: 10:30-10:45
├─ Lunch: 12:00-13:00
├─ Location: NYC Office
├─ Map/Directions: Button (if location enabled)
└─ Options:
   ├─ 🔄 Trade This Shift
   ├─ 🕐 Request Time Off
   └─ 📞 Contact Manager

Day/Week/Month Toggle:
├─ 📅 Day View
├─ 📆 Week View (default)
├─ 📊 Month View
└─ Switch Views: Swipe

Offline Capability:
├─ Download Schedule: Auto-sync
├─ View While Offline: Yes
├─ Add Local Notes: Yes
├─ Sync When Online: Auto
└─ Notification: "Offline Mode"

Time-Off on Mobile

Request Time-Off Flow:

1. Tap "Request Time Off"
2. Select Type:
   ├─ Vacation
   ├─ Sick Leave
   ├─ Personal Time
   ├─ Unpaid
   └─ Other

3. Pick Dates (Calendar Picker):
   ├─ Tap start date
   ├─ Tap end date
   ├─ Dates highlight in blue
   ├─ Conflicts shown in red
   └─ Next >

4. Review & Confirm:
   ├─ "March 20-21 (2 days)"
   ├─ "Vacation"
   ├─ "Balance: 13 remaining"
   ├─ "Likely: Auto-Approved ✓"
   └─ Submit >

5. Confirmation:
   ├─ ✅ "Request Submitted"
   ├─ "Status: PENDING"
   ├─ "Check status in Profile"
   └─ Back to Home

Notification When Approved:
├─ Push: "Your time-off approved!"
├─ Show Status: APPROVED
├─ Dates Added to Calendar
└─ Sync with phone calendar (option)

Mobile Notifications

Push Notification Types:

Schedule Changes:
├─ "Your schedule for next week updated"
├─ "New shift added: Friday 2-10pm"
├─ "Shift cancelled: Thursday"
└─ Tap: Shows schedule change

Time-Off Status:
├─ "Your vacation request approved"
├─ "Time-off request pending manager review"
├─ "Time-off request denied - resubmit?"
└─ Tap: Shows status and details

Shift Trade Activity:
├─ "Thomas accepted your trade!"
├─ "Sarah wants to trade with you"
├─ "Your trade request expired"
└─ Tap: Shows trade details

Manager Messages:
├─ "Message from Jane: 'Great work!'"
├─ "Schedule preference updated"
├─ "Team announcement posted"
└─ Tap: Shows message/details

General:
├─ "Payroll posted"
├─ "Benefits reminder"
├─ "Training available"
└─ Tap: Shows details

Notification Settings:
├─ Toggle each notification type
├─ Quiet Hours: (e.g., 22:00-08:00)
├─ Sound: On/Off
├─ Vibration: On/Off
├─ Do Not Disturb: Honor system
└─ Save Settings: Button

Mobile Preferences

Settings (Gear Icon):

Account:
├─ Name: John Smith
├─ Email: john.smith@... (Editable)
├─ Phone: (Editable)
├─ Password: Change (Button)
├─ Log Out: Button
└─ About App: Version info

Notifications:
├─ Schedule Updates: ✓ ON
├─ Time-Off Status: ✓ ON
├─ Trade Requests: ✓ ON
├─ Messages: ✓ ON
├─ Quiet Hours: 22:00-08:00
├─ Sound: ✓ ON
└─ Vibration: ✓ ON

Display:
├─ Dark Mode: ☐ OFF (toggle)
├─ Language: English (dropdown)
├─ Time Format: 24-hour (toggle)
├─ Calendar View: Week (default)
└─ Font Size: Normal (slider)

Preferences:
├─ Sync Schedule: Every 1 hour
├─ Offline Storage: Enabled
├─ Calendar Export: iCal/Outlook
├─ Contact Manager: Phone/Email
└─ Save Preferences: Button

Privacy:
├─ Location Services: (Ask)
├─ Camera Access: Disabled
├─ Contacts Access: Disabled
├─ Calendar Access: Enabled
├─ Privacy Policy: Link
└─ Terms of Service: Link

Best Practices

Portal Usage

  • Check Regularly - Review schedule weekly
  • Plan Ahead - Request time-off early (2+ weeks)
  • Proper Trades - Ensure skill compatibility
  • Clear Communication - Add notes on trade requests
  • Respect Policies - Follow company rules
  • Use Preferences - Set accurate preferences for fairness

Mobile App

  • Push Notifications - Keep enabled for updates
  • Download Schedule - Offline access for reliability
  • Timely Response - Answer trade requests quickly
  • Update Contact Info - Keep manager in touch
  • Feedback - Report issues to IT
  • Security - Don't share login credentials

Agent Satisfaction

  • Empower Agents - Use system for control
  • Transparency - Show time-off balances clearly
  • Fast Approvals - Minimize manager review delays
  • Clear Policies - Communicate rules openly
  • Support - Provide help desk for issues
  • Continuous Improvement - Listen to feedback

Interview Cheat Sheet

Question Answer
What's agent self-service? Web/mobile portal for agents to manage schedules
Desktop vs mobile? Desktop full features, mobile on-the-go convenience
Can agents see schedules? Yes, up to 26 weeks forward
Request time-off? Yes, desktop/mobile with auto-approval for qualifiers
Shift trading? Yes, propose trades with other agents
Auto-approval? Yes, if request meets criteria (balance, notice, staffing)
Mobile app name? Genesys Tempo (iOS/Android)
Offline access? Yes, download schedule to device
Push notifications? Yes, optional for all major events
Trade approval? Auto-approved if rules met, else supervisor review
Can set preferences? Yes, scheduling and communication preferences
View performance? Yes, adherence, quality, history
Contact manager? Yes, message/chat from portal
Schedule export? Yes, to Outlook/Google Calendar

Key Takeaways

  • Anytime Access - 24/7 portal on desktop and mobile
  • Agent Empowerment - Control over schedules and preferences
  • Work-Life Balance - Easy time-off requests and trades
  • Automation - Auto-approvals reduce admin burden
  • Transparency - Clear visibility of balances and requests
  • Mobile First - Genesys Tempo app for on-the-go
  • Offline Support - Access schedule without internet
  • Notifications - Push alerts for all important updates
  • Performance Visibility - Track own adherence and metrics
  • Supervisor Relief - Reduces administrative workload significantly

Additional Resources

Official Documentation

  • Agent Self-Service: help.genesys.cloud/articles/workforce-management-for-agents/
  • Genesys Tempo: help.genesys.cloud/articles/genesys-tempo-mobile-schedule-management/
  • Portal Features: all.docs.genesys.com/PEC-WFM/Current/Agent/

Support & Training

  • Genesys University: genesys.com/training
  • Community Forums: https://community.genesys.com
  • Technical Support: https://support.genesys.com

Document Version Info

Last Updated: March 2026
Validated: Current with March 2026 release
Version: 1.0

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