Genesys Cloud - Main

In this video @Christopher Visick talks about the ability to trade alternative shifts for enhanced workforce management shift management. 

Administrators and contact center supervisors can now allow agents to request to trade with the system when they require a short-notice shift change or when other shift trades are unavailable. This feature provides a reliable alternative to manage unexpected scheduling conflicts and offers agents a flexible option to address their immediate needs. Previously, agents relied on shift trades with a colleague. Workforce management evaluates daily the shift combinations generated during schedule generation and then identifies potential trade opportunities based on the updated forecast, staffing requirements, schedule changes, and service goal impacts. This continuous evaluation ensures optimized shift trades for both employee satisfaction and operational efficiency, within the limits configured by the Administrator. Administrators can enable this feature within business unit configuration via the new Alternative shifts tab.

Read more:

• Agent activity overview
• Add a business unit
• Shift trades overview

Release Notes: https://help.mypurecloud.com/releasenote/july-8-2024/

#TAMStudios #FeatureReview #WEM #WFM #shifts