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Change Requests and Timing

How Changes Work in This Module

Whether a bulk change requires approval before it's applied depends on your organization's configuration.

When Change Management is Enabled

If your organization has Change Management enabled for bulk changes, submissions go through an approval workflow in CxPortal before they're applied:

  1. You select agents and apply a change (Routing Profile, Auto Accept Calls, or ACW Time Limit). See Making Bulk Changes.
  2. In the Change Request Details window, you fill in the optional Description, set the Criticality (Normal or Urgent), optionally set a Date and Time, and click Submit.
  3. The change shows a status of Pending until it's approved and processed.
  4. If the change can't be processed, a Failed notification appears.

Info: If you're seeing a Pending status and didn't expect it, contact your CxPortal administrator to confirm whether Change Management is required for your role or instance.

When Change Management is Not Required

If no approval is required, changes are applied automatically. Processing time scales with the number of agents being updated: a base time of approximately 5–10 seconds, plus roughly 1 second per additional agent. A progress indicator in the upper-right corner of the page shows the status of all active bulk changes.

Scheduling Changes

To schedule a bulk change for the future instead of applying it immediately, set a Date and Time in the Change Request Details window before you click Submit. If you leave it unset, the change is submitted for immediate processing (subject to approval where required).

Required Roles

  • Access to the Bulk Edit section requires the appropriate administrative role in CxPortal.
  • Submitting a bulk change may require Change Management approval, depending on your organization's role and instance configuration.