Accept a shift trade request - Genesys Cloud Resource Center
Accept a shift trade request
AI-generated summary
Genesys Cloud enables agents to accept shift trade requests through two primary methods: browsing trades posted by any agent or accepting direct trade offers from specific coworkers. To participate, agents require the Workforce Management > Agent Shift Trade Request – Participate permission and must enable the "Allow others to send me trade offers" setting. Agents access shift trades through the Schedule tab in either the agent activity view or the agent dashboard (Performance > Workspace > My Performance), and must be in Week view to view and manage trades. When browsing available trades, agents navigate to the Shift Trades panel, click "Browse Trades," and can either immediately trade with matching requests or post new trade requests if no matches exist. For direct trade offers, agents receive notifications in their inbox, which display the offering agent's identity in the Posted Trades For Week section of the Shift Trades panel. Accepting or declining direct trades is accomplished through the Shift Trade Requests icon in the inbox, where agents can confirm acceptance or cancel the request. The Schedule view does not update automatically and requires manual refresh to display current data.
You can search for and accept matching trade requests posted by any agent, or you can accept trade offers that another agent sends directly to you. To receive direct trade offers, you must enable Allow others to send me trade offers. For more information, see Navigate the Shift Trades panel.
Note: You must be in Week view to view and accept shift trades.
Accept a trade request offered by anyone
Access your schedule from the agent activity view, click the Schedule tab. To access your schedule from the agent dashboard, click Performance > Workspace > My Performance. Then, click the Schedule tab.
To view and accept a trade request offered by anyone, perform the following steps:
Access your schedule:
From the agent activity view, click the Schedule tab.
From the agent dashboard, perform the following steps:
Click Menu > Analytics > Analytics Workspace.
In the Default section, search for My Performance and then click the view name to open it.
Click the Schedule tab.
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.
If you open your schedule from the agent activity view, to see the most current data, click Refresh. This view does not update automatically.
Select the week that contains the shift you want to trade.
Click Shift Trades . The My Trades panel opens.
Click the arrow next to New Trade and click Browse Trades.
Next to the shift you want to drop, click Open .
Do one of the following:
Under Offered Trades For Week, click the shift you want to trade and then click Trade.
Post the shift you want to trade, under Matching Trades select an acceptable trade, and then click Make Trade.
Note: If an existing trade matches, you can trade immediately. Otherwise, you can post a new trade request.
Accept a direct trade request
When a co-worker requests to trade a shift with you by directly sending you a trade request, or offer, a notification appears in your inbox. Direct trades also appear in the Shift Trades panel under Posted Trades For Week, which indicates the agent who offered the trade. For more information, see Request to trade a shift with a specific person.
To view and accept a shift trade request, perform the following steps:
Open your Inbox and click the Shift Trade Requests icon.
Click the shift trade notification. Your schedule opens and the Shift Trades panel appears.