---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Manage your schedule from CSM Agent Workspace

# Manage your schedule from CSM Agent Workspace {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Look up your schedule, request time off, or swap your shift with your peers using the calendar in CSM Agent Workspace. If you can work during the requested shift, you can also approve your peer's request for shift
swap.

## Before you begin

Important:  
To access the next generation of the Workforce Optimization for Customer Service application, transition to the Workforce Optimization for Customer Service application that is available from the ServiceNow Store. You can now configure Workforce Optimization for Customer Service using the [UI Builder](https://www.servicenow.com/docs/access?context=ui-builder-overview&version=xanadu&pubname=xanadu-application-development&ft:locale=en-US). For more information see, [Workforce Optimization for
Customer Service](https://servicenow-prod.fluidtopics.net/iJxt8BQtww_noyh9pBEKmA "Manage and maintain the productivity of your workforce from a single application using Workforce Optimization for Customer Service. With this application, you can efficiently route work to your team, manage your team's skills and schedules, and monitor their performance.").

Role required: sn_shift_planning.agent

## About this task

You can swap shifts with agents that are within your assignment group.

## Procedure

1. Navigate to AllWorkspace ExperienceWorkspacesAgent Workspace Home.
2. Click the Calendar icon.  
   You can access your schedule in the My Calendar tab.
   If you want to see a list of all agents in your assignment groups and their
   schedules, click the Team Calendar tab.  
   To view your schedule or another agent's schedule, you can:
   * View your schedule by clicking the My Calendar tab. Then, use the list menu to select the schedule that you want to view by day, week, or month.
   * View another agent's schedule by clicking the Team Calendar tab. Then, click an agent's schedule to see that agent's work and break times.
   {#manage_scheduling_csm_agent_workspace__ul_jvl_yfx_glb}
3. Make a request.  
   You can communicate with other agents by using Connect Chat or
   the activity stream on the record to make sure that they would like to swap
   the requested shift with you.  
   {#manage_scheduling_csm_agent_workspace__table_d5p_ggx_glb__entry__2}

   | To | Do this |
   |-|-|
   | Request a shift swap | 1. Click Request shift swap. 2. From the Shift menu for your shift, select the shift that you want to swap with another agent. 3. In theAgent field for the requested shift, select the agent that you want to swap with. 4. From the Shift menu for the requested shift, select the agent's shift that you want to swap with. 5. Click Submit. {#manage_scheduling_csm_agent_workspace__ol_e5p_ggx_glb} |
   | Request a time off | 1. Click Request time off. 2. From the Start time field, enter the time that you want your time off to start. 3. From the End time field, enter the time that you want your time off to end. 4. Click Submit. {#manage_scheduling_csm_agent_workspace__ol_f5p_ggx_glb} |
   [Table 1. Connect Chat and activity stream request options]

   {#manage_scheduling_csm_agent_workspace__table_d5p_ggx_glb}  
   * The shift-swap request moves to the approval queue of the agent that you have requested to swap with.
   * The time-off request moves to your direct manager's approval queue.
   {#manage_scheduling_csm_agent_workspace__ul_ljn_qrv_zmb}
{#manage_scheduling_csm_agent_workspace__steps_djs_jcn_gmb}

*[\>]: and then