My Zone in CXone Workforce Management

Your personal employee zone in CXone Workforce Management lets you keep track of your schedule. Whenever your employer creates a new schedule for you, you'll get a notification, and the new schedule will appear in the My Schedule page of your employee zone. The My Schedule page is also where you can trade shifts, or define your shift preferences.

You can also request changes to your schedule, including requests for time off directly from your schedule, and if your manager creates several shifts that you and your fellow agents can bid on, you can bid on them directly from the Shift Bidding page.

View Your Schedule

When your manager has a new schedule for you, you'll receive a notification. The new schedule will appear in the My Schedule page in your employee zone. You can filter your schedule based on date, based on an agenda, and even view the schedules for other employees.

To view your schedule:

Go to My Zone > My Schedule, or from MAX, go to WEM > My Schedule.
Select a date using the date picker. This lets you to check your schedule for any upcoming day.
Click Today to move quickly back to the current schedule date.
Click On-Call to view employees who are currently on-call. This is especially useful if you need to forward a ticket, or for escalation.
Click Out of Office on a specific day to view which employees will not be in to work on that day. This can help if you're planning to request days off—you may be more likely to be approved for time off if other employees will be available to replace you.

Define Your Preferences

You can define your preferences for shifts and time off directly from the My Schedule page.

Go to My Zone > My Schedule, or from MAX, go to WEM > My Schedule.
Click Options > Shift Preferences.
In the Shift Preferences area, from the drop-down list for each day, select your preferred shift.
In the Time-Off Preferences area, drag and drop the listed days of the week to the available priority spots.

For example, if your preferred day off is Monday, drag and drop the Mon date to the Priority 1 slot. If your next preference is Wednesday, drag the Wed date to the Priority 2 slot, and so on.
Click Save.

Your preferences will be saved and taken into account when schedules are generated.

Schedule Request

You can view status of your request here.

Pending — Request pending action by the supervisor.
Approved — Request approved by the supervisor.
Declined — Request declined by the supervisor.
Discarded — This status is related to the schedule change request. If an agent has a pending request and the schedule gets changed, the request gets discarded. Agent receives a notification of the same.
Canceled — Request cancel by an agent before being approved by the supervisor.

Trade and Accept Shifts

You have a morning shift coming up on Monday. You really need that morning for personal reasons and don't want to take a vacation day. A fellow employee doesn't mind trading their Monday afternoon shift with your morning one.

Did your manager enable shift trading for employees? Now you can trade that shift with your colleague, as long as they are in your scheduling unit.

Keep in mind, you can only trade shifts that take place on the same day.

Trade a Shift

Go to My Zone > My Schedule, or from MAX, go to WEM > My Schedule.
Use the date picker to go to the date with the shift you would like to trade.
Click Options > Trade Shift.
In the Trade window, select the employee you want to trade with and click Submit.

The employee you selected will get a notification letting them know you want to trade with them. If they accept, and the trade is approved by your manager, you'll get a notification letting you know that the trade was successful.

You can cancel the request directly from the day in your schedule.

You can also see the status of all of your request in the Schedule Requests page.

Accept a Trade

Click the notification letting you know you received a trade request.

This will take you directly to the day of the shift that your fellow employee requested.
Click View Request to see the two shifts side by side. This will show you which shift you'll be giving, and which shift you'll be getting in return.
Accept or Decline the request.

Keep in mind, the trade will not be finalized until your manager has reviewed it and approved it. Once it has been approved, you'll get a notification letting you know.

Request Schedule Changes

Need to move a meeting, or schedule time off? You can make changes to your schedule directly in My Zone, and submit them as a request. The requested changes will be sent to your manager. If the request is approved, you'll see the updates in your schedule.

You will be notified once your time-off trade request gets approved. The notification is sent even if the schedule for that date wasn't published yet.

Add Activities

Go to My Zone > My Schedule, or from MAX, go to WEM > My Schedule.
Click Add Activity.

You can only make changes to days that have already been published to your schedule, unless you are requesting full days of time off.
In the New Activity window, select an activity from the drop-down list.
Define the Start and End times for the activity.
If you're requesting time off for one or more full days, select the All day checkbox and define the Start and End dates.

Keep in mind, you won't be able to request time off at all (partial or full) if there are no days left in your time-off balance.
You can choose to enter a Comment. You might use the comment box to explain why you are requesting the change.
Click Add.

The change you made will be blocked off in your schedule, pending approval.

Keep in mind, if your manager sets an automatic decline rule for the activity you're requesting, you won't be able to complete your request. The Add button will be grayed out.
Click Submit Request at the top of your schedule to send your changes to your manager.

You can add several activities before finalizing the request and submitting it.

You'll get a notification when your manager approves or declines the request. If your changes are approved, they'll be added officially to your schedule. If declined, the pending change will be removed.

Click View requests to view your schedule before and after the changes. You can also view the status of all of your requests in the Schedule Requests page.

Cancel pending requests from your schedule by clicking Cancel all.

If you want to cancel changes after they were approved, speak to your manager.

Your schedule only displays one hour before the first activity in a day, and one hour after the last activity.

If you want to add an activity on an hour you can't see, click Add Activity anywhere else on the schedule and change the hour manually in the New Activity window.

Edit, Delete, Remove and Cancel Activities

Go to My Zone > My Schedule, or from MAX, go to WEM > My Schedule.
Use the date picker to open the day you want to edit.
To delete a partial day-ff activity, click on the activity and select Remove Activity. In the remove activity window, click Remove.
To edit an activity, click on the activity and select Edit Activity Time.
In the Edit Activity window, update the Start and End times.
You can choose to enter a Comment. You might use the comment box to explain why you are changing the time slot for this activity.
Click Save.

The changes you made will be appear in your schedule, pending approval.
Click Submit Request at the top of your schedule to send your changes to your manager.

You can edit or remove several activities before finalizing the request and submitting it.

You'll get a notification when your manager approves or declines the request. If your changes are approved, they'll be finalized in your schedule. If declined, the pending change will be removed.

Click View requests to view your schedule before and after the changes. You can also view the status of all of your requests in the Schedule Requests page.

Cancel pending requests from your schedule by clicking Cancel all.

If you want to cancel changes after they were approved, speak to your manager.

Check Your Time-Off Balance

If you try to request time off and can't, or are just curious about how many days you have remaining, you can check your balance from your schedule page.

Go to My Zone > My Schedule, or from MAX, go to WEM > My Schedule.
Click Options > Time-Off Balance.

Your Time-Off Balance window opens. The grid shows you a breakdown of each Time-Off Activity, along with how many days you have available Total, how many days you've Taken, and how many you have Scheduled and Remaining.

Bid on Shifts

Your managers can create weekly shift patterns for you to bid on. These are combinations of shifts for possible weekly schedules. Each possible weekly schedule is made up of a collection of different shifts. You can bid on which schedule you want the most.

When your manager opens a bid, you'll receive a notification. You can then bid on the available weekly schedules.

Once the bid is closed, you'll be scheduled based on the priorities you set in your bid, as well as your rank and seniority.

To bid on shifts:

Go to My Zone > Shift Bidding, or from MAX, go to WEM > Shift Bidding.
Each week available for bidding is made up of rows, with each row displaying a different possible weekly schedule. Drag and drop the rows in the order of your preference from top to bottom.
Click Submit Bid.

Your bid will be submitted to your supervisor and taken into consideration when assigning your schedule.