Shift Trading

Instead of manually handling shift trade requests from your agents, you can enable shift trading. This allows agents to trade directly with one another. Once both agents mutually approve a shift trade, you'll see their request to trade in the Requests section.

You can also set conditions for shift trading in CXone WFM.

For example, you can create shift trading conditions to ensure:

  • Agents have the appropriate skills to take over new shifts.

  • Agents cannot trade shifts after you finalize a weekly schedule.

  • Shift trading won't cause agents to exceed their weekly hour quota.

To enable shift trading:

  1. Click the app selector and select CXone WFM.

  2. Go to Setup > Shift Trading.

  3. Turn on Agent trading. Your employees will now be able to trade shifts with each other.

  4. Set the conditions agents must have so they can trade shifts:

    • The agent must be in the same scheduling unit.

      For example, Sara is working the night shift in Atlanta. You want to make sure she can only trade shifts with another agent working the night shift in Atlanta.

    • The agent must have the same operating hours.

      For example, Nancy works from 10:00 PM - 6:00 AM. She can only trade with another agent who works from 10:00 PM - 6:00 AM.

    • The agent must have the same skills.

      Let's say Oscar is assigned two skills: English and Spanish. Brenda is assigned one skill: English. If you select this condition, Oscar and Brenda won't be able to trade shifts.

  5. Set the conditions for the number of requests and time that can be traded:

    • Maximum open trade requests: Set how many requests can be open per day. A request is open until it's either accepted by the other agent and the manager, or rejected by one.

      Let's say you set the maximum at 20.

      Brenda learns that she won't be able to make her shift. She wants to send a trade request to as many people as possible to increase her chances of finding someone to replace her. She can only send out 20 requests at a time.

    • Minimum time required between trade request and start time: Set how close to the start of a shift an agent can trade.

      If you don't want to limit the minimum time, keep the values at 0 days, 0 hours. If all the other conditions are met, agents can trade shifts with no required time between the request and start time.

      You finalized your unit's weekly schedule on Monday and don't want any changes. You can set the minimum time required to 7 days.

      This way, agents won't be able to trade shifts that fall within the finalized schedule. The earliest shift they can trade is seven days from the shift's start time.

      For example:

      • Oscar has a shift on Tuesday and Brenda on Thursday. He won't be able to trade shifts with her because the time between trade request and start time is less than seven days.

      • Oscar has a shift on Tuesday and Brenda next week. If they successfully trade shifts, Brenda will work on Tuesday, and your unit's weekly schedule won't change.

    • Minimum time that may be traded.

      If you don't want to limit the time, keep the value at 00:00.

      You set the minimum time as 3:00.

      Oscar is in the middle of his shift and decides he wants to go home two hours early. He won't be able to trade and move those last two hours, because it falls under the minimum time that may be traded.

  6. Set the conditions regarding the agents' schedule and shift:

    • Total scheduled hours (including shift trades) cannot exceed: Limits the number of hours agents can work per week or per day. They won't be able to trade shifts if the new shift causes them to exceed their limit.

      For example, you limit the total scheduled hours per week to 40.

      Brenda is already scheduled to work 40 hours. She cannot trade a 5-hour shift for an 8-hour shift. She'll be scheduled for 43 hours, and that exceeds the limit.

    • Minimum scheduled hours per week required, including shift trades: Sets the minimum number of hours agents can work per week. They won't be able to trade shifts if the new shift places them below that quota.

      For example, you set the minimum scheduled hours at 40.

      Oscar is scheduled to work for 42 hours that week. He cannot trade an 8-hour shift for a 5-hour shift during that week. That would mean he's scheduled for 39 hours, and that's below the quota.

    • Maximum differences in shift length (in hours): Agents will be able to trade only when the length of the other shift is within the range you defined.

      • You set the difference as 01:00—This means that the difference between shifts must be up to one hour.

        Brenda has a ten-hour shift and wants to trade with another agent. She won't be able to trade with an agent that has an eight-hour shift.

      • You set the difference as 00:00—This means that agents can trade only with shifts of the same length.

  7. Select the time frame for shift trading:

    • The same calendar month: Limits your agents to trading shifts that occur in the same month.

      For example, agents that have a shift in April will only be able to trade for shifts that are in April.

    • Time frame must occur in the same: Customize the time frame within which agents can trade shifts.

      • You set the following time frame: 1 week period, starting Sunday.

        Oscar wants to trade his shift that's scheduled for Wednesday, May 18.

        He can trade with shifts that occur between Sunday, May 15 and Saturday, May 21.

      • You set the following time frame: 2 week period, starting Sunday.

        Brenda wants to trade her shift that's scheduled for Wednesday, May 18.

        She can trade with shifts that occur between Sunday, May 8 and Saturday, May 28.

      • You set the following time frame: 3 week period, starting Sunday.

        Oscar wants to trade his shift that's scheduled for Wednesday, May 18.

        He can trade with shifts that occur between Sunday, May 8 and Saturday, June 4.

  8. Click Save.