Post or pick up hours

Use the Trade and pick hours view to post or pick up hours. The hours are shown in your local time.

NOTE The hours for the shift day can start after midnight. For example, if an agent is on an overnight shift and they use the Trade Hours function to drop the first part of their shift, the remainder of the shift still belongs to the same scheduled date. The shift hours can start at 6 AM the next day.

Prerequisites

This feature is also available to Calabrio GovSuite users.

You have the MyTime > Shift trade requests - part day permission.
You have the MyTime > Shift trade requests - part day > Search and Swap permission to target a request to a specific agent.
A period is open for shift trade requests in your workflow control set.
Your data access (Permissions > Data tab > Global level of authorization) determines which agents you can search for and target. Your administrator can also grant access to specific teams as exceptions to your base authorization level.

Page location

WFM > MyTime > Schedule > Trade and pick hours tab

Procedures

Post hours on the board for other agents to pick up

Select a week from the date picker.
Click Refresh to load the most recent schedule data before selecting hours.
Select the hours that you want to post.
To target the request to a specific agent, enter the agent's name in the Select Agent you want to swap with field, enter the first few letters of the agent's name and select the agent from the list, or drill down through the site and team hierarchy to find the agent. Leave this field blank to post the hours anonymously for any agent to pick up.

NOTE You can target a request to only one agent at a time. If the targeted agent denies the request or does not pick it up before it expires, you can retarget the same hours to another agent.
Click Post hours. In the confirmation dialog, click Post hours again to confirm. If the request does not pass all business rules, adjust your selection and try again. If the request is successful, the system displays a confirmation message with the expiration date and time. Unpicked requests expire 30 minutes before the targeted start time.

NOTE If someone picks up your hours, the system notifies you on the Trade and pick hours tab and through standard notifications. For more information about standard notifications, see Turn on schedule change notifications.
To remove your post, select the posted hours, click Remove, and then click Remove again.
NOTE If you targeted the request to a specific agent, the system notifies the agent that you removed the request.
Pick up hours from the board

Select a week from the date picker.
Click Refresh to load the most recent schedule data before selecting hours.
Select the Targeted request check box to display only requests targeted to you. Clear the check box to display both targeted and anonymous requests. Use the site and team filters to narrow the list of requests shown.
Select the hours that you want to pick up. Posted hours display in light blue. Hours targeted to you or to a common pool display in purple. If more than one agent has targeted the same slot, a badge shows the number of additional requests, for example, +3. Hover over a request to see who posted or targeted it. Anonymous requests do not display this information.
To decline a request, click Deny. The hours return to the posting agent, who can retarget them to a different agent.
Click Pick up hours and then click Pick up hours again. If you successfully pick up the hours, the system automatically updates the schedule, and the request displays as hollow on the posting agent's schedule.