Swap shifts between agents

Swap shifts between agents on one or more days.

There are three types of swaps.

  • Swap—A plain swap of the schedule between two agents on one or more days. With the Swap option, a shift never moves to another day. It will stay on the same day but move to another agent.
  • Swap and reschedule—Use Swap and reschedule when two agents want to swap days off, as this option schedules new work shifts for the agents where they previously had a day off. The shifts selected are the most suitable shifts based on the business needs.
  • Swap raw—Swaps two selections of the same size, with any number of agents and shifts. The two selections are swapped with each other without any consideration of business needs or work rules.

NOTE   Shifts and overtime activities are swapped. Absences, personal activities and meetings are not swapped.

You can swap shifts between two agents in the web Teams tool too. See Make schedule changes (Teams tool) for more information.

Prerequisites

  • You have the Schedules permission.
  • You have the Global functions > View schedules permission.
  • You have the Global functions > Modify schedules permission and the underlying Modify assignment permission.
  • You have the Global functions > View unpublished schedules permission to work with unpublished periods.

Page location

Client > Schedules > Open schedule

Procedures

Swap shifts

  1. Press and hold the Ctrl key and click on the shifts or days off to swap.
  2. Click Swap.

Swap days off and reschedule

  1. Press and hold the Ctrl key and click on the days off to swap.
  2. Click the small arrow next to the Swap button.
  3. Select Swap and reschedule. The days off are swapped and new shifts are scheduled according to the most recent scheduling settings.

Swap shifts with Swap raw

  1. Make a selection in the schedule.
  2. Press and hold the Ctrl key and then make another selection of the same size and shape as the first one.
  3. Click the small arrow next to the Swap button.
  4. Select Swap raw. The shifts and days off in the selected areas are swapped.

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