Genesys Cloud - Main

In this video, @Kumar Sanjeevi discusses a new feature "Shift trades across weeks within schedule to improve agent flexibility"

Administrators can now allow agents to trade shifts across multiple weeks within a single published schedule. This feature enhances agent flexibility and satisfaction while reducing manual scheduling adjustments. New rule types let administrators control trade behavior, including the following:

• Minimum time between shifts
• Maximum number of weeks spanned by a trade
• Weekly trade limits per agent
• Paid hours limits based on planning periods

Cross-week trades remain restricted to the boundaries of a single published schedule. Also, the system now enforces weekly paid time constraints based on each agent’s work plan rotation

Release notes: https://help.mypurecloud.com/releasenote/may-19-2025/

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