Shift trades overview

Prerequisites

The following licenses for alternative shifts:

  • Genesys Cloud CX 3, Genesys Cloud EX, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 1 WEM Add-on II licenses

The following permissions for administrators to manage shift trades:

  • Workforce Management > Shift Trade Request > View
  • Workforce Management > Shift Trade Request > Edit

The following permission for agents to participate in shift trades:

  • Workforce Management > Agent Shift Trade Request > Participate permission

The following permissions for supervisors to manage alternative shifts:

  • Workforce Management > Alternative Shift > View permission
  • Workforce Management > Alternative Shift > Edit permission

The following permissions for agents to submit alternative shifts requests:

  • Workforce Management > Agent Alternative Shift > Submit permission

Shift trades enable agents to trade complete shifts with other agents. You can create a shift trade in the six week window that includes the current week. For example, if the work week starts on Monday (configured in the Business Unit settings) and today is Wednesday, June 10, 2024, then shift trading is allowed in the weeks of:

  • June 10, 2024 
  • June 17, 2024
  • June 24, 2024
  • July 1, 2024
  • July 8, 2024
  • July 15, 2024
Note: You can trade only future shifts, which are subject to additional shift trading settings in the Management Unit.

Shift trading enables agents to trade their scheduled shift with another shift by initiating a trade with another agent or selecting an alternate shift that is displayed in the Shift Trade Panel. You can choose whether to allow automatic approval for trade requests or queue them for administrator review. You can also set a minimum time between shift trade approval and shift start. For example, if the minimum is 24 hours, then agents cannot request a trade with a shift 10 hours from now. However, they can request a trade between shifts at least 24 hours from now.

    Matching criteria requirements

    You can configure agent matching criteria for trade requests. If the trade meets a constraint, then choose how to process the request. Matching requirements include: 

    • Queue membership
    • Assigned language 
    • Assigned skills
    • Ability to handle the same planning groups 

    You can choose any combination of requirements, or none. For example, you can specify that trades only occur between agents with the same language, set of skills, queue membership, and the ability to handle the same planning groups.

    Shift trade rules

    Shift trade rules include the following constraints, which you can set to allow, deny, or send for administrator review:

    • Shift trades with unequal paid hours
    • Shift trades that are one-sided
    • Shift trades that result in minimum weekly paid time violations
    • Shift trades that result in maximum weekly paid time violations

    For shift trade rules, if you enable automatic review and set a constraint to allow, then the system can approve the trade. If you disable automatic review, then the system sends the request to an administrator for review. 

    Activity category trade rules

    Activity category rules determine what to do with each activity type when an agent trades a shift with another agent. Determine whether to allow agents to trade shifts with certain activities, replace activities in the traded shifts with other activities, or leave the activities unchanged.