Filter and sort shift trade requests

AI-generated summary

Genesys Cloud enables administrators to filter and sort shift trade requests within the Workforce Management module to streamline request management. Users with appropriate licenses (Genesys Cloud CX 1-4 with WEM Add-on or Genesys Cloud EX) and permissions to view and edit Shift Trade Requests can access this functionality through Menu > Workforce Management > Scheduling > Shift Trades. The system displays aggregate totals for all requests, including those requiring administrator review, approved, denied, expired, canceled, and unmatched requests. Administrators can filter requests by individual status types either by clicking status links at the top of the page or by using the Filter Column option within the Status column to select one or multiple statuses. Shift trade requests can be sorted in ascending or descending order across multiple categories: Initiating agent, Receiving agent, Receiving agent's paid difference, Initiating agent's paid difference, Initiating agent's shift, Receiving agent's shift, Status, Review reason, Violations, Review date, Reviewer name, and Expiration date. Sorting is performed by clicking the Ascending or Descending option and selecting the appropriate metric from the Filter Column dropdown in the desired column heading.

PrerequisitesClick to expand

You can filter shift trade requests by status, and you can sort them by status. Under Workforce Management, click Shift Trades.

To navigate to the Shift Trade view, perform one of the following steps:

In the Admin > Workforce Management, select Shift Trades.
From the menu in the left pane, under Scheduling, click Shift Trades. You can further filter and sort the shift trade requests by status.

You can filter and sort shift trade requests by status. To navigate to the Shift Trade view, click Menu > Workforce Management > Scheduling > Shift Trades.

Filter shift trade requests by statusClick to expand

At the top of the shift trade requests page, the system displays totals for:

The total number of requests in any status
Requests that need administrator review
Approved requests
Denied requests
Expired requests
Canceled requests
Unmatched requests

To see only certain shift trade requests, do one of the following:

Click a link for a selected status type.
In the Status column, click Filter Column and select the appropriate status or statuses.

Sort requests by categoryClick to expand

You can sort requests in ascending or descending order by any of the following categories:

Initiating agent
Receiving agent
Receiving agent’s paid difference
Initiating agent’s paid difference
Initiating agent’s shift
Receiving agent’s shift
Status
Review reason
Violations
Review date
Reviewer name
Expiration date

To sort shift trades, follow these steps:

To sort shift trade requests in ascending or descending order, click Descending or Ascending.
To sort shift trades by column metrics, do the following:
1. In the appropriate column heading, click Filter Column .
2. In the Filter column box, select the appropriate metric.

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Filter and sort shift trade requests

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