How to Trade a Shift

You can use a direct trade to request to exchange one or more shifts with a specific agent. After you submit the request, the other agent can review and accept or deny the proposed trade. Depending on your organization's configuration, an accepted trade may also require approval before the schedules are updated.

For an overview of shift trading, see Shift Trades.

Request a Direct Trade

To request a direct trade:

1. Open the Calendar application.
2. Select Shift Trade.
3. Select the Direct Trade tab.
4. Navigate to the date of the shift you want to trade.
5. Search for the agent you want to trade shifts with. To narrow the available shifts, click Filters and select the desired criteria.
6. Select the agent. Your schedule and the selected agent's schedule are displayed side by side.

Search for an agent whose shift you want to trade with

1. Select the day or days containing the shifts you want to trade.
2. Optionally, enter a comment for the other agent.
3. Click Continue.
4. Review the trade details, then click Submit.

Review the trade details before submitting the request

The request is sent to the selected agent for review. You can view the request and its current status from Shift Trade > My Trade Requests.

Respond to a Direct Trade Request

When another agent sends you a direct trade request, you receive a notification that a trade is waiting for your review.

To respond to a request:

1. Open the trade request.
2. Review your shift and the shift offered by the requesting agent.
3. Review any comment included with the request.
4. Accept or deny the request. You can include a comment with your response.

If you deny the request, the trade does not proceed.

If you accept the request, the trade is evaluated according to your organization's shift trade rules. Depending on the configuration, the trade may be approved automatically or sent for manual approval.

After a Trade Is Approved

When a trade is approved, the affected shifts are updated in both agents' Calendars.

You can use Shift Trade > My Trade Requests to review the status of your shift trade requests, including approved and denied requests.

After You Submit a Request

After you submit a direct trade request, you can view its current status from Shift Trade > My Trade Requests in the Calendar application.

Shift trade requests are also available to authorized users from List of Requests in the Workforce Management application.

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