You can drop a shift and make it available for another agent to pick up.

Drop a trade

To drop a trade, perform the following steps:

1. Access your schedule:
   • From the agent activity view, click Activity > Schedule tab.
   • From the agent activity view, click Menu > Activity. Then, click the Schedule tab.
   • From the agent dashboard, click Performance > Workspace > My Performance. Then, click the Schedule tab. 
   • From the agent dashboard, do the following:
     1. Click Menu > Analytics > Analytics Workspace. 
     2. In the Default section, search for My Performance and click the view name to open it. Now, click the Schedule tab.
2. If you open your schedule from the Activity > Schedule tab to see the most current data, click Refresh. This view does not update automatically. 
3. If you open your schedule from the Menu > Activity > Schedule tab to see the most current data, click Refresh. This view does not update automatically.
4. Select the week that contains the shift you want to trade.
5. Click Shift Trades . The My Trades panel opens.
6. Click the arrow next to New Trade.
7. Click Drop. 
8. Do one of the following:
   • Click Drop above the shift in your schedule view.
   • Click Open next to the shift that you want to drop.
9. Click Request Drop.  
10. Select the shift that you want to drop using your schedule or select a shift.
11. Click Request Drop.

The dropped shift is now available for another agent to pick up. Also, if the service goals and minimum working constraints are met, the dropped shift is directly approved or denied by the system without another agent to pick up the dropped shift.

The trade appears in the Pending section of your My Trades panel until it is approved.