Hi Community, 

there has been a lot of interest and questions around the new Trade with the system Shift Trades, Alternative Shifts, and I wanted to cover as many of them as possible in a short walk-through video. 

In addition to the video, we are updating the Resource Centre documents to help better explain how to use the feature. I'll update the post with links as soon as the updated documentation is queued for release.

update

• New Resource Centre Admin/Supervisor alternative shifts trades overview article
• New Alternative Shifts Overview to be added to the about workforce management for agents article

Paul

#Configuration
#WorkforceManagement
#Scheduling

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Paul Wood
Product Manager for Genesys Cloud Workforce Management
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Any questions for @Paul Wood about this new feature? Don't hesitate to ask!

Paul we are still not seeing the alternative shifts in the Browse option. Verified all settings per your video. What else can we be missing?

Flexible workplan shows 9 variations.

Shows flexibility on agent schedule but no system shifts on Browse.

Correct permissions? 

• Agents to submit alternative shift trades: Workforce Management > Agent Alternative Shift > Submit permission

Sure that you have enough room in your service goal impact flex where alternatives are even valid?

• "...offering shifts that match the service goal impact configured."

If it is not a permission thing and if you have confirmed that there is reasonable flex in your service goal impacts to not filter out the potential variants, then I would recommend opening a support ticket.