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: john.smith@company.com (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