Approve or deny a shift trade

AI-generated summary

Genesys Cloud provides shift trade management functionality through the Workforce Management module, enabling administrators to approve or deny shift trade requests with specific licensing requirements (CX 2, CX 3, CX 4, CX 2 WEM Add-on I, CX 1 WEM Add-on II, or EX). The feature is accessible via Admin > Workforce Management > Shift Trades or Menu > Workforce Management > Scheduling > Shift Trades. The Shift Trades view displays comprehensive trade request metrics including approved, denied, expired, canceled, unmatched, and requests requiring administrator review. Administrators can view trade requests spanning two weeks in the past through six weeks in the future, with filtering and sorting capabilities by status. The interface includes detailed columns tracking the initiating agent, receiving agent, paid differences for both parties upon successful matches, respective shift schedules, status, and review notes from initiating agents. Trade request statuses include: Needs Review (valid match pending approval), Approved (administrator or system-approved), Denied (unapproved with no visibility to other agents), Expired (no accepting agent, invalid timing, or expiration deadline reached), Canceled (initiating agent withdrawal), and Not Matched (initial state with no accepting agent). Administrators can sort requests by column headings to manage workflow efficiently. The shift trade approval workflow operates through two modes. When Enable Automatic Review is activated, the system automatically notifies the initiating and receiving agents of approved trades via Inbox, with denied requests notifying only the initiating agent. When automatic review is disabled, administrators must manually approve or deny requests, triggering notifications to the administrator, initiating agent, and receiving agent for approvals, or to the administrator and initiating agent for denials. The Approve and Deny functions appear only for trades requiring administrator review. Administrators select one or more trades with "Needs Review" status, review any available review notes from the initiating agent for context, and click Approve or Deny accordingly. Review notes are read-only and cannot be edited or responded to by administrators. The process requires selecting the relevant week containing shift trades for review before taking action on pending requests.

PrerequisitesClick to expand

To navigate to the Shift Trade view, click 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.

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

The Shift Trades view displays the total number approved, denied, expired, canceled, or unmatched trade requests, and requests that require administrator review. View trade requests for the following range:

Two weeks in the past
Six weeks in the future

View trade requests

When a trade request requires administrator review and approval, a notification appears in your inbox. To view shift trade requests, perform one of the following steps:

From your inbox, click the request to open it in the Shift Trades view.
Click Admin. Under Workforce Management, click Shift Trades.
Click Menu > Workforce Management > Scheduling > Shift Trades.

Trade requests that require administrator review and approval appear in the Requests Needing Review row. To view these trade requests, click the number and then review and approve or deny them.

Columns in the Shift Trades viewClick to expand

To sort the list of requests, click the arrows on the column headings. The Shift Trades view contains the following columns:

Status	Description
Initiating Agent	The agent that created the initial unmatched trade request.
Receiving Agent	The agent that accepted a matched trade.
Receiving Agent Paid	When a match is successful, this column shows the paid difference for the receiving agent.
Initiating Agent Paid	When a match is successful, this column shows the paid difference for the initiating agent.
Initiating Agent Shift	The schedule that the initiating agent wants to trade.
Receiving Agent Shift	The schedule that the receiving agent trades after accepting the initiating agent’s trade request.
Status	Status values include approved, expired, needs review, denied, canceled, and not matched.
Review note	Displays the note that the initiating agent entered for the administrator reviewing the shift trade. If the note is truncated, hover over it to view the full text.

Status values for trade requestsClick to expand

Status	Description
Needs review	The trade request has a valid match, but it requires that an administrator review and approve or deny it.
Approved	An administrator approved the trade request, or the system automatically approved it, and the shift trade is complete.
Denied	The trade request and all pending matches are unapproved, and no other agents can see it.
Expired	A trade request can expire for any of the following reasons: No receiving agent chose to accept and trade the shift. The trade request is invalid, and a trade cannot occur within the specified time. The trade has an expiration time specified by the offering agent. The specified start time occurs in a future time that is less than the specified number of hours for trade requests. No start times that the offering agent is willing to work is at least the specified number of hours in the future.
Canceled	The initiating agent canceled the trade request, and all pending matches are invalid.
Not Matched	The initial state for a trade request. As of the current viewing session, no receiving agent accepted this trade. A request is unmatched if it does not have any associated matches.

Approve or deny the shift trade

When Enable Automatic Review is on, the system sends a notification for approved trade requests to the initiating and receiving agents’ Inbox. For denied requests, the system sends a notification to the initiating agent’s Inbox.

When Enable Automatic Review is off and an administrator approves a trade request, the administrator, the initiating agent, and the receiving agent receive an inbox notification. For denied requests, the administrator and the initiating agent receive a notification in their Inbox.

The Approve and Deny functions only appear if a trade requires administrator review. To approve or deny the shift trade, perform the following steps:

Click Admin.
Under Workforce Management, click Shift Trades.
Click Menu > Workforce Management > Scheduling > Shift Trades.
Next to Select Week, choose the week that contains shift trades to review.
Review the Review note, if available, for additional context from the initiating agent.
To approve or deny shift trades that require administrator review, do the following:
1. Select one or more shift trades with the status of Needs Review
2. Depending on your decision, click Approve or Deny.

Note: The Review note is read-only. Administrators cannot edit or respond to the agent’s note.

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