Shift Bidding

Shift bidding gives managers the ability to create patterns of open weekly shifts that agents can bid on. The manager uses a template that contains a set of shift types and activity codes, and generates it, sending it to the selected scheduling units for bidding.

The agents in the scheduling unit set their preferred priorities for each weekly shift pattern, and then CXone WFM assigns the shifts.

If two agents request the same shift, the one with the higher rank will have preference. If the agents have the same rank, the one with the greater seniority will have preference. If they also have the same seniority, the one who sent the first bid will have preference.

Before using shift bidding, make sure that:

  • Agents are assigned to their scheduling units.

  • Agents have WEM skills assigned to them.

  • There's a generated forecast for the date range of the schedule. The forecast must included the required WEM skills. You can see if there's a generated forecast on the Generate Forecast page.

  • These rules are set up:

    • Daily rules. These are templates for possible shifts (and their activities) in a day.

    • Weekly rules. A group of daily rules for a weekly schedule. The Use for bidding option must be selected for the rule to be used in shift bidding.

    • Bidding template. These are the weekly schedules the agents can bid on. Weekly rules must be assigned to them. Make sure that the you select the number of patterns or each week. By default, it's one per rule.

Once you're set up, you can generate a bid. After the agent are assigned to their patterns, publish the schedule.

Bidding Manager

Generated bids are displayed on the Bidding Manager. In the table, you can see details about the generated bids. This allows you to keep track of the response rate and status of the bids, as well as to open, close or cancel bids.

You can select any of the generated bids to see the available patterns.

Column

Details
Scheduling Unit The name of the scheduling unit assigned to the generated bid.
Bidding Date Range

The dates of the shifts in the generated pattern.

A Bidding Date Range of Apr-3-2017 - Apr-9-2017, means the employees will be bidding on the shifts that occur during those days.
Job Date The date that the bid was generated.
Response Rate The percentage of the employees assigned to the bid that have submitted bids.
Status

Possible statuses:

Bid open: The weekly shift templates have been sent to employees and bidding is currently open in progress.

Bid close: Bidding is completed and has been closed. Employees can no longer bid.

Draft: A generated bid that has not been opened for bidding yet.

Canceled: A bid that was opened and then canceled. Employees can no longer bid.
Action

Available actions include:

Open Bid: This button appears when the generated bid is a Draft.

Close Bid: This action becomes enabled once bidding has been opened.

Assign Shifts: This action becomes enabled once bidding has been closed. Click this action to assign the shifts based on the bids made by agents. The shifts will appear in the Scheduling Manager.

Delete

Cancel: Cancels bidding without deleting the generated bid.

To manage bids:

  1. CXone WFM.

  2. Go to Scheduling > Click the app selector and select Bidding Manager.

  3. Click Open Bid in the Action column of the bid.

  4. Once all of your agents have submitted their bids, click Close Bid to close the bidding.

  5. Click Assign Shifts to generate a schedule based on your agents' bids.

  6. Go to the Schedule Manager to view the generated schedule. Click Publish to send the schedules to the agents.