Note: This article applies to Genesys Cloud Embeddable Framework, Genesys Cloud for Chrome, Genesys Cloud for Firefox, Genesys Cloud for Microsoft Teams, Genesys Cloud for Salesforce, and Genesys Cloud for Zendesk.

This article covers notifications about shift trade and time off requests. This article does not cover an agent’s assigned schedule. For more information about an agent’s schedule, see View your schedule.


    To access shift trade notifications, the following permissions are required:

    • Access as an agent: Workforce Management > Agent Shift Trade Request > Participate
    • Access as an administrator: Workforce Management > Shift Trade Request > Edit

    To access time off notifications, the following permission is required:

    • Workforce Management > Agent Time Off Request > Submit

      If you have the correct permissions, you can quickly see notifications about the following items:

      • Shift trade requests, approvals, and denials
      • Time off approvals or denials

      If your inbox contains new notifications, an orange burst appears on Menu , User Inbox , and Schedule  in the client.

      To access notifications about shift trades and time off, follow these steps:

      1. Click Menu .
      2. Click User Inbox .
        Note: Not all tabs under User Inbox are available in all versions of the client or for all agents.
      3. Click Schedule .

        The client shows notifications that are less than 30 days old and have not been dismissed.

        • Shift Trade

          Agents receive notifications about shift trade requests. If administrator review is required, administrators receive notifications to approve or deny the requests. Agents then receive notifications about shift trade requests being approved or denied.

        • Time Off

          Agents receive notifications about time off requests being approved or denied.

        New shift trade and time off request notifications in the client

      4. If more information is available about the request, when you click on the notification, a dialog appears. New shift trade request notification dialog in the client
      5. To act on these notifications, click More  and select one of the following options: 
        • View Details

          Opens the notification in your User Inbox in Genesys Cloud. You can see details about the request and act on it in Genesys Cloud. 

        • Dismiss

          Removes the notification from the client. However, you can still access the notification from your User Inbox in Genesys Cloud for up to 30 days. 

        Options for shift trade request notifications in the client

      For more information, see User Inbox, About workforce management, and About workforce management for agents.

      For more information about the integrations, see About Genesys Cloud Embeddable Framework, About Genesys Cloud for Salesforce, About Genesys Cloud for Microsoft Teams, and About Genesys Cloud for Zendesk.