Approve alternative shift trades

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 supervisors to manage alternative shift trading:
    • Workforce Management > Alternative Shift > Edit and View permission
    • Workforce Management > Shift Trade Request > Edit and View permission

Workflow management automatically approves the alternative shift trades requests based on the service goal impact settings. For more information about service goal impacts, see Service goal impacts overview.

To navigate to the Shift Trade view, perform the following steps:

  1. Click Admin.
  2. Under Workforce Management, click Shift Trades.

Alternatively, you can access from Workforce Management > Scheduling > Shift Trades.

The Shift Trades view displays both the alternative shift trades and shift trades in a week. You can view trade requests available for the last two weeks and for the next six weeks, including the current week.

The system automatically reviews alternative shift trades periodically. The automatic approval process can deny alternative shift trades due to changes in service goals. Supervisors can manually change the system’s decision and manually approve the trade. After a supervisor manually approves an alternative shift trade, the schedule updates to reflect the change.

To approve an alternative shift trade, perform the following steps:

  1. Click Admin.
  2. Under Workforce Management, click Shift Trades.
  3. Choose the week containing the alternative shift trade to approve.
  4. Select one or more denied alternative shift trades.
  5. Click Approve.
    Note: The Approve function appears only if an alternative shift trade can be manually approved, or if a shift trade requires administrator review.