Pick up an extra shift

Prerequisites
  • Workforce Management > Agent Shift Trade Request > Participate permission

When someone drops a shift, you can choose to add it to your schedule. View a list of shifts available to pick up in your schedule’s Shift Trades panel.

Note: You must be in Week view to see available shifts.

  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 Workforce management agent shift trade. The My Trades panel opens.
  5. Select the date from the list.
  6. From the list, select the most appropriate shift for which you would like to receive.
  7. Click Select.
  8. Review the shift details to add and click Add Shift. The shift is added to your schedule. If the service goals and maximum working constraints are met, the shift added is directly approved or denied by the system.