Alternative shifts trades overview

Prerequisites
  • Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud EX license
  • All shift trades permissions
  • For administrators to configure alternative shift trading: Workforce Management > Business Unit > Add, Edit, and View permissions
  • For supervisors to manage alternative shift trading:
    • Workforce Management > Alternative Shift > Edit and View permissions
    • Workforce Management > Shift Trade Request > Edit and View permissions
  • For agents to participate in alternative shift trading
    • Workforce Management > Agent Alternative Shift > Submit
    • Workforce Management > Agent Shift Trade Request > Participate
Alternative shift trading enables agents to trade their complete shifts in Genesys Cloud by offering shifts that match the service goal impact configured.
As an agent, when you browse or search for shift trades, you can see the alternative shifts alongside the unmatched shift trades offered by other agents in the Shift Trade Panel. When you accept an alternative shift and create a trade request and it satisfies the service goal impacts, then the trade request is automatically approved. Supervisors can manually approve an alternative shift trade request denied by the system. For more information about shift trades approval, see Approve alternative shift trades. Click the section to view details about how the alternative shift trading works for an agent.

How alternative shift trading works

  1. From the agent activity view, select the Schedules tab.
  2. On the right side of the tab, click the Shift Trade panel.
  3. From this panel, select one of the options:
    • Browse Shifts:
      1. Select the Browse Shift option.
      2. Choose the alternative shifts offered.
      3. Choose one of the existing shifts to trade.
      4. Click Submit.
    • New Trade:
      1. Select the New Trade option.
      2. Select one of the existing shifts to trade.
      3. Select the days and optional time range for which to accept trades.
      4. View the alternative shifts available within the selected day and time.
      5. Choose the alternative shifts to accept.
      6. Click Submit. 
    • Add Trade:
      1. Select the Add option.
      2. Choose one of the alternative shifts offered.
      3. Click Submit.
        Note: If the trade is approved, an additional shift is available in the agent’s schedule. The schedule displays it as an additional shift overall than before the trade.
    • Drop Trade:
      1. Select the Drop option.
      2. Choose an existing shift. The system automatically submits up to two separate trades:
        • A shift trading drop shift. This shift becomes available for other agents to pick up. For more information about dropping shifts, see Drop a shift.
        • An alternative shift trade drop shift. This shift becomes available if workforce management deems this shift may potentially be removed from the schedule without severely impacting the service level.
          Note: If the alternative shift trade is approved, the shift is removed from the schedule.

Notes:
  • All alternative shift trades are periodically processed every few minutes. If multiple alternative shift trades for a schedule that require approval exist, the system processes them together.
  • The automatic approval process evaluates whether the submitted trades satisfy the service goal impacts. If the service goal impacts are within the acceptable range, the trades are approved and the schedule is updated.
  • If the alternative shift trade no longer satisfies the service goal impact; for example, other changes to the schedule or alternative shift trades submitted in the same batch, then the trade is denied.
  • If an alternative shift trade is denied by the system, a supervisor may override the system’s decision and approve the trade. If a supervisor approves a trade, the schedule is updated. For more information about approving shift trades, see Approve alternative shift trades.