Browse and select shifts to trade

  • Workforce Management > Agent Shift Trade Request > Participate permission

You can browse shifts for a specific week and optionally choose to trade for it.

Note: To see available shifts, make sure that you are in Week view.

  1. Access your schedule:
    1. To access your schedule from the agent activity view, click Activity > Schedule tab.
    2. To access your schedule from the agent dashboard:
      1. Click Performance > Workspace > My Performance. 
      2. Click the Schedule tab. 
  2. If you open your schedule from the Activity > Schedule tab, then to see the most current data, click Refresh . This view does not update automatically. 
  3. Select the week that contains the shift you want to trade.
  4. Click Shift Trades . The My Trades panel opens.
  5. Click the arrow next to New Trade and click Shift to Trade. 
  6. From the list of shifts displayed, select a shift.
  7. Select whether to trade with anyone or a particular user.
  8. Select the days as required from the:
    • Willing to Accept shifts: Choose the dates and times during which you will accept a shift.
    • Shift Start and End range to work: Select the shift start and end date range during which you will accept trades. 
    • Expiration Date details: Set the date and time for this trade to expire if no other agent accepts.
      • Based on the selection, if there are matches, then click View Matches and select the matching shift.
        Note: The matches include both shift trades – offers from other users and alternative shifts.
  9. Select the shift that you want to receive from the list.
    Note: You can view the shifts depending on the rules set by your administrator. If the administrator has set certain conditions to:
    • Allow and your shift trades requests match the criteria, then the request is auto approved. You can see that your request for shift trade has been approved.
    • Disallow and your shift trades requests match that criteria, then the request is rejected. You can see that your request has been rejected by the system.
    • Admin Review and your shift trades requests match that criteria, then the request directly for administrator review. At the discretion of the administrator, the request is approved or rejected.
  10. Click Select. The confirmation section displays the Receiving and Trading details.
  11. Review the details and click Finalize Trade. The trade is added to your schedule.