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. Click the arrow next to New Trade and click Add.
  6. If a desired shift is available, click the shift to accept it or click Trade from the schedule view.
  7. To select one of your shifts to trade, click Add from the schedule view or select it from the Trade Shifts panel’s Trading section.
  8. Click Add shift.