We found that Genesys Swap shift does not allow the following
- partial skill or queue matching i.e. if agent want to swap shift with another agent who does not have the same set of queue or skills , system will reject. if the setting is turn off, agent can swap shift with anyone. it does not allow partial skill or queue matching
- cross week shift trade i.e. agent can only swap shift within the same week, it doesn't support swapping shift for next week or week after etc.
Just wanna check if there is any plan to enable the above feature coz this will incur lots of admin work to WFM Admin. Thanks.
#Roadmap/NewFeatures#Unsure/Other------------------------------
Annie Ng
Accenture Company Limited
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