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  • 1.  Feature Release - Shift Trades External Activity Support (Activities from Coaching, Learning, Activity Plans)

    Posted 08-14-2025 17:24
    I am happy to announce the release of a new feature which will enable Genesys Cloud Workforce Management agents who have external activities in their shifts (activities from Coaching, Learning, or Activity Plans) to participate in Shift Trades.  
    Administrators will be able to configure shift trade rules that allow agents to trade shifts even when external activities assigned by coaching, learning, or activity plans are present. These rules keep the external activity assigned to the original agent at the original time. 
    This feature is planned to roll out starting the week of August 18, 2025.
    This update helps increase shift trading flexibility for your agents while preserving the integrity of activities assigned by coaching, learning, or activity plans. 
    User Interface Enhancements
    The Management Unit Shift Trades configuration will have a new "External Activity Trade Rules" section to control the new capability, for each type of external activity.  These settings allow administrators to allow or prevent shift trades for shifts containing external activities, configure gap filling behavior, including control over allowing trades for shifts with external activities independently of shifts with non-external activities.
    Note: the default setting for these new rules is "Do Not Allow Trade" which maintains current system behavior and allows you to review the new capabilities first and choose to enable this functionality if needed.
    The Agent's trade preview has been enhanced to show the results of the 'Keep with Agent' setting, example with an external activity "Meeting" placed by Activity Plans below.  Also, Agents who are not allowed to trade due to having an external activity in their shift will be notified much earlier in the create a trade workflow, reducing the number of clicks before receiving meaningful feedback.
    Concepts
    When a trade is successful using this new feature, the external activities remain with the original agent at the original time.
    The example below shows an initiating agent with a Meeting placed by Activity Plans, and Training placed by Learning, and a receiving agent with a Training placed by Learning.
    Understanding External Activity Trade Rules
    External activities are protected and shift trades enabled with the Keep With Agent & Replace With options.   To accomplish this the system simplifies the options show to agents to ensure that:
    • All external activities in an agent's shift must be allowed by External Activity Trade Rules in order to trade. 
    • All external activities must be able to be completely enclosed in the received shift in order to trade. 
    • External activities can only overlap an activity which is configured as "is interruptible" in a shift trade.
      • Note that the 'is interruptible" configuration of the activity used to replace the gap left by keeping an external activity with the original agent is ignored.  This allows two agents each with an external activity at the same time with the same length to successfully trade shifts.
    • The "Ignore Do Not Allow Trade of Activity Category Rules" option gives you control over allowing trades for shifts with external activities independently of shifts with non-external activities

    Conceptual Example of what it means to 'Keep With Agent & Replace With"

    Illustration of  "All external activities must be able to be completely enclosed in the received shift in order to trade. "

    Illustrations of "External activities can only overlap an activity which is configured as "is interruptible" in a shift trade."

    Further example of the impact of the Is Interruptible configuration of an Activity Code on this feature:
    Illustration of "The "Ignore Do Not Allow Trade of Activity Category Rules" option gives you control over allowing trades for shifts with external activities independently of shifts with non-external activities"

    #ScheduleManagement
    #Tracking
    #WFMConfiguration,BestPractices

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    Eric Hagaman
    Product Management Director
    Genesys - Employees
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  • 2.  RE: Feature Release - Shift Trades External Activity Support (Activities from Coaching, Learning, Activity Plans)

    Posted 08-22-2025 13:39

    This is a wonderful enhancement! Are there plans to extend this to "swap shifts" in the schedule? As a WFM Analyst, it would be great if agents activities stayed with them when we are doing the shift swap versus them doing via Shift Trade.



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    Laura Callaway
    Application Analyst
    St. Luke's Health System
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    Original Message


  • 3.  RE: Feature Release - Shift Trades External Activity Support (Activities from Coaching, Learning, Activity Plans)

    Posted 08-25-2025 22:16

    Thanks Laura.  I have created an idea for 'ability to use Activity Category Trade Rules and External Activity Trade Rules when swapping shifts in Schedule Editor'.   Could you take a look and add a vote or comments to be sure I have captured your idea correctly.  When using Swap Shifts in Schedule | Genesys Cloud Ideas Portal

    FYI - If the trade is captured for 'Admin Review' (using the Shift Trade Rules section of the Management Unit configuration), when it is approved using the Shift Trades module, the External Activity Trade Rules (and the Activity Category Trade Rules) are run.



    ------------------------------
    Eric Hagaman
    Product Management Director
    Genesys - Employees
    ------------------------------

    Original Message


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