View shift trade notifications in the inbox

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 agents to submit shift trade requests:

  • 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

Your inbox displays up to 100 shift trade requests for the last 30 days. You get notified when:

  • Another agent sends a trade request directly to you, or if a shift trade that involves you changes. You receive a notification in your inbox.
  • An alternative shift trade request changes to approved or denied.

When a shift trade requires approval, then the system sends a notification to your administrator’s inbox.

To view approved and denied shift trade requests sent to you in the inbox, perform the following steps:

  1. Click the Inbox icon located in the sidebar on the left side of the page.
  2. Select the Shift Trade Requests icon.  
  3. To mark the request as read, click More and select Mark as Read.
  4. To open your schedule and the Shift Trades panel to view information about the request, do one of the following actions:
    • Click the notification.
    • Next to the notification, click More and click View Details.