---
title: Swap agent shifts in Workforce Optimization for Customer Service
description: Swap an agent's shift in an assignment group with another agent who can work on that shift and skip the approval process.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/swap-agent-shifts-configurable-wfo-cs.html
release: australia
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Schedule, Workforce Optimization for Customer Service, Agent management, Use, Customer Service Management]
---

# Swap agent shifts in Workforce Optimization for Customer Service

Swap an agent's shift in an assignment group with another agent who can work on that shift and skip the approval process.

## Before you begin

Role required: sn\_shift\_planning.admin

## Procedure

1.  Navigate to **Workspaces** > **Manager Workspace**.

2.  Click the Schedule icon \(\[Omitted image "schedule-new.png"\] Alt text: Schedule icon.\).

3.  In the **Team Calendar** tab, navigate and point to the shift for the agent that you want to swap with another agent in day, week or month views.

4.  In the shift pop-up window, click the Shift Swap icon \(\[Omitted image "shift\_swap\_icon.png"\] Alt text: Shift Swap icon.\).

5.  In the **Requested Shift** section, click the **Agent** field and select the agent who can work on that shift.

6.  Click **Submit**.

    The team calendar displays the updated schedule.


**Parent Topic:**[Scheduling in Workforce Optimization for Customer Service](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/scheduling-configurable-wfo-cs.md)