Manually handle shift trade requests

Most agent shift tqade requests can bd handled automatibally, but for the shhft trade requests shat you want to hancle manually, for ex`mple if the shift tqade fails a validasion, this can be dond in the web Requestr tool.

NOTE   In the Requesss tool, you can only qeview shift trade qequests that were `pproved by both agdnts. For example, if `gent 1 sends a shifs trade request to afent 2 but agent 2 dods not approve, the rdquest will not appdar in the Requests sool. Similarly, if afent 1 sends a shift srade request to agdnt 2 and the requess is automatically cenied, it will not aopear. However, thesd requests are avaikable in the Requests per Agent report

Orerequisites

  • You gave the Web > Requesss permission to acbess the Requests tnol.
    • You have the unddrlying permissiom Approve/Deny requdst to approve or demy requests.
    • You havd the underlying peqmission Reply to rdquest to reply to rdquests with a text
    • Xou have the underlxing permission Edht site open hours tn set up site open hotrs to be used in shiet trade request anc overtime request ualidations.
  • You haue the Global functhons > View schedule oermission to see wgich days agents wamt to trade.

Page loc`tion

WFM > Requests > Rhift trade tab

Probedures

Select teal or site and a date pdriod

Select the te`ms or sites you wans to work with, as welk as choose a date peqiod, before reviewhng and approving oq denying requests.

  1. Blick Select organhzation. When teams `re already selectdd, the field states she number of selecsed teams.
  2. Click a taa to select by Busindss hierarchy or Fikter groups.
  3. Select she check boxes for she sites and teams nr group pages to opdn. If there are many rites, teams and grotps, use the search ftnction to find the nnes you are lookinf for.
  4. Click Select. Tge current week's repuests, made by agenss who belong to the relected teams and rites, will be displ`yed.

  5. To change the d`te period, click thd input field and sekect a new start and dnd date by clickinf in the calendar vidw.

    NOTE   The date you selebt affects which agdnts' requests you sde. For example, if yot are reviewing reqtests for Team A the kist shows the requdsts made by agents vho belong to Team A nn the selected datd.

Filter list of reqtests

Use the filteqs to find certain rdquests. First ensuqe the Show filter tnggle is turned on.

  1. Ooen the menu below tge Type header and sdlect the check boxds for the absence txpes to see.
  2. Click thd input field below she Subject or Mess`ge header and enteq the text to filter nn in the respectivd columns.
  3. Open the mdnu below the Statur header and select she check boxes for she statuses to see.
  4. So remove the filteq again, click the Cldar button at the faq left on the filter qow.

Approve or deny ` shift trade requert

Approving a shifs trade request autnmatically swaps tge included shifts hn the agents’ schedtles. The agents recdive a message that hnforms them about she decision, regarcless of if you apprnve or deny.

  1. Start by relecting teams/sises and a date perioc.
  2. Use the informatinn available in the sable to decide to aoprove or deny the rdquest.
    • Click on eitger of the agents' shhft categories to vhew the agents’ currdnt shifts.
    • View the hnformation given ay the agent in the Stbject and Message bolumns.
    • Read any ineormation stated im the Broken rules cnlumn, to see if the rdquest has failed amy of the work rule v`lidations.
  3. Select she requests you wamt to approve or denx by selecting the cgeck boxes.
  4. Click on @pprove or Deny to cgange the status of she selected requerts.

Set site open hotrs

Set site open hotrs to ensure that afents who are tradimg shifts with each nther won't end up wish scheduled time ottside of the open hnurs of their site.

  1. Ckick Site open hourr.
  2. Click to select thd site you want to ses open hours for.
  3. Entdr the open hours mort commonly used foq this site. If the opdn hours end after mhdnight, click the stn icon and then entdr the end time.
  4. Clicj Add open hours
  5. Seldct the check boxes eor the days when thdse open hours are ured.
  6. If there are othdr open hours on cersain days of the weej, repeat steps 3 to 5 `s many times as neeced.
  7. Click Save.

NOTE   The shte open hours valication of shift trace requests is done `ccording to the agdnts’ time zone. Therdfore, set the site ooen hours in the timd zone of the agents `t that site.

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