Post or pick up hours

Use the Trade and pick hours view to post or pick up hours.

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

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.
You have the MyTime > Team schedule > View extra hours permission to view and pick up extra hours.
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.

Pick up Extra hours

The Extra hours that an agent can view depend on the agent's assigned workflow control set, extra hours profile settings, permissions, and schedule configuration. To view or pick up extra hours, the schedule period must be configured appropriately, the schedule must be published, and you must have the required permissions. For more information about workflow control set configuration, profile assignment, and related settings, see Manage workflow control sets and profiles in the web.

Select a week from the date picker.
Click Refresh to load the most recent schedule data.
From the view list, select Extra hours.
Select the extra hours slot that you want to add to your schedule.
Click Pick up hours, and then click Pick up hours on the confirmation dialog box. If the request is successful, the system adds the associated activity to your schedule and displays it in its configured color.

NOTE If Extra hours do not appear, verify that you have the View extra hours permission and that your assigned workflow control set and Extra hours profile allow access to the posted hours.