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  • 1.  Shift Trading Feature

    Posted 07-04-2019 09:14
    No replies, thread closed.
    Hello All,

    Has anyone started using or is in the process of implementing the new shift trade feature?

    Can you share any lessons with us?

    To Genesys: Is it possible to include more content in the resource center for the Shift Trade Overview Section such as videos especially for the "Navigate the shift trades panel" article .

    We would like to test this feature out however, the resource page is lacking.
    #Roadmap/NewFeatures

    ------------------------------
    Melissa Callender
    Ontario Teacher's Pension Plan
    ------------------------------


  • 2.  RE: Shift Trading Feature

    Posted 07-05-2019 07:27
    Edited by Jay Langsford 07-05-2019 07:29
    No replies, thread closed.
    Hi Melissa, I can ask documentation to see about adding more depth. Is there something specific that you feel is missing or or you stuck?

    I find it easiest to keep the main pages like https://help.mypurecloud.com/articles/about-workforce-management/ and https://help.mypurecloud.com/articles/about-workforce-management-for-agents/ open and then right-click open articles linked there to their own tab when exploring a feature. Even knowing we have documented something specific it can be hard to find just navigating resource center in one browser tab. One example is that the navigate shift trades panel article does not have references to the articles that describe each of the shift trade options available to the agents and nor does the suggested content in the left-pane capture them all.

    Roughly the steps would be:

    Also articles in the resource center have a "Was this article helpful?" question where you can answer and provide input / additional asks.

    ------------------------------
    Jay Langsford
    Senior Director, Workforce Optimization Engineering
    ------------------------------

    Original Message


  • 3.  RE: Shift Trading Feature

    Posted 06-03-2021 03:13
    No replies, thread closed.
    Hi Jay,

    I am facing a problem with shift trade. I have verified all the constraints like agents being in same planning group, same queues, same min and max working hours. Still my shift trade request appears to be unmatched. This is the shift trade I tried
    1. Agent 1 in work plan 1 asking for a shift trade for Friday and willing to work on Saturday- no time range constraint
    2. Agent 2 in workplan 2 works on Saturday, doesn't work on Friday

    Compatible work plan setting was done for agents to make trade shift workable. Still it comes as Unmatched and no reason stated for Unmatched.
    Kindly suggest.

    Regards,
    Harshali

    ------------------------------
    Harshali Bhure
    Accenture LLP
    ------------------------------

    Original Message


  • 4.  RE: Shift Trading Feature

    Posted 06-03-2021 08:30
    No replies, thread closed.
    Probably best to open a support ticket.

    Besides you confirming the agent matching criteria requirements are met (e.g., same queues/languages/skills/planning groups), the other thing would be to see if either shift trade rules or activity category trade rules are the reason (e.g., there are disallow/do not allow trade rules triggered by one or both shifts).

    ------------------------------
    Jay Langsford
    VP, R&D
    ------------------------------

    Original Message


  • 5.  RE: Shift Trading Feature

    Posted 06-03-2021 08:41
    No replies, thread closed.

    Hi Jay,

     

    I changed the timezone of my machine to match that of the Management unit. So I could view my schedule correctly and request trade shift correctly. And the issue got sorted, thank you for your reply.

     

    Regards,

    Harshali Bhure

     



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