Agent accept or decline - Amazon Connect

Agent accept or decline

The contact center manager and agents will see the pending voluntary time off requests in the agent calendars.


                        The published schedule calendar tab, pending overtime
                            requests.

Agents can accept or decline voluntary time off (VTO) in the Agent application schedule calendar. In order to accept or decline the request, the agent will need to have Edit Security Profile permissions. For more information on Security Profile permissions, see Update security profiles.

Required security profile permissions

To accept or decline the request, an agent must have Agent application schedule calendar - Edit permissions in their security profile. This permission is shown in the following image of Agent Applications permissions on the security profiles page.


                            The security profiles page, the agent applications section, the
                                agent application schedule calendar permission.

Accept and Decline buttons for agents

The following image shows the Accept and Decline buttons on the agent application.


                            The Accept and Decline buttons on the agent
                                application.