6.6 Shift Trades.md

# Shift Trading in Genesys Cloud Shift trading empowers agents to manage their work-life balance by allowing them to swap shifts, while administrators ensure operational requirements are met. MehGivePlus enables agents to trade shifts under specific conditions to maintain service levels while enhan...

# Shift Trading in Genesys Cloud Shift trading empowers agents to manage their work-life balance by allowing them to swap shifts, while administrators ensure operational requirements are met. MehGivePlus enables agents to trade shifts under specific conditions to maintain service levels while enhancing agent flexibility. --- ## #OverviewOfShiftTrading ### **Key Features of Shift Trading** 1. **Flexible Trading Options**: Agents can trade shifts with: - A specific agent. - Any agents. - The system (for immediate needs). 2. **Shift Trade Rules**: - Define constraints to ensure fair and efficient trades. - Enable or disable auto-review of shift trades. 3. **Administrator Configuration**: - Manage shift trade rules and enable shift trading for management units. - Configure constraints for agent eligibility. --- ## #ShiftTradingPermissions **Required Permissions for Supervisors**: - **Workforce Management > Alternative Shifts > View** - **Workforce Management > Alternative Shifts > Edit** --- ## #StepsToEnableShiftTrading 1. **Navigate to Management Units**: - Open an existing unit or create a new one. 2. **Enable Shift Trading**: - Go to the **Shift Trades tab** and toggle **Enable Shift Trading**. 3. **Configure Auto-Review**: - Enable **Automatic Review** to allow the system to auto-approve trades meeting constraints. 4. **Enable Direct Trade Requests**: - Allow agents to trade shifts with specific individuals. 5. **Save Changes**: - Confirm settings to activate shift trading. --- ## #ConfiguringShiftTradeConstraints Effective shift trades rely on carefully defined constraints. ### **Agent Matching Criteria Requirements** - **Same Queue Memberships**: Agents must belong to the same queue. - **Same Languages**: Ensures language compatibility for traded shifts. - **Same Skills**: Agents must possess identical ACD skills. - **Same Planning Group**: Agents must handle the same planning group. ### **Additional Rules** - **Shift Trade Rules**: Define guidelines to maintain fairness and compliance. - **Activity Category Trade Rules**: Align shift trades with operational and policy needs. --- ## #TypesOfShiftTrades ### **Trade Shifts with Anyone** - Agents can trade future shifts within a six-week window, including the current week. - Requests are visible to all eligible agents based on matching criteria. ### **Trade Shifts with a Specific Agent** - Agents can create exclusive trade requests for a specific colleague. - Only the designated agent can view and accept the trade. ### **Trade Shifts with the System** - Enables agents to trade shifts directly with the system for short-notice changes or conflicts. - Administrators enable this feature via **Business Units > Alternative Shifts tab**. --- ## #ShiftTradesDashboard **Navigation**: Admin > Workforce Management > Shift Trades ### **Dashboard Features** - Provides a comprehensive overview of shift trade requests: - **Submitted** - **Approved** - **Denied** - View-only interface for administrators to monitor activity. --- ## #BestPracticesForShiftTrading 1. **Set Clear Constraints**: Define matching criteria to ensure operational efficiency. 2. **Enable Auto-Review**: Automate approvals for requests that meet rules to save time. 3. **Promote Flexibility**: Use direct trades and system trades to support agent needs. 4. **Monitor Requests**: Use the Shift Trades dashboard to track and assess trends. --- ### **Conclusion** By enabling and managing shift trading effectively, MehGivePlus ensures operational stability while offering agents the flexibility to achieve better work-life balance. With configurable rules and a streamlined interface, Genesys Cloud makes shift trading efficient and equitable.