Contents

Configure shift trade requirements

On the Shift Trading tab, you can configure the requirements and behavior of shift trade requests. To configure the trade requirements, shift trading must be enabled.

From the Interaction Optimizer Home page, in the Configuration area click the Shift Trading link. The Shift Trading tab opens.
In the Trades must be at least this many hours in the future area, use the up and down controls to define how much time is needed to give agents and administrators proper warning about a change to the schedule that resulted from a schedule trade.

Note: Depending on the number you set here, agents cannot create a trade request where the first possible trade occurs less than number of hours in the future. Optimizer checks hourly for expired trades and changes the trade status accordingly. Optimizer validates trade times before saving it as a matched trade to confirm that the chosen times are not far enough in the future that the save will fail.

In the Minimum trade length (in hours) area, use the up and down controls to protect from agents trading a block of time that is too short. When the agent creates a trade request, Optimizer checks the length and will not save invalid lengths.
In the Minimum consecutive block of time left after partial trade (in hours) area, use the up and down controls to set the lowest number of consecutive hours allowed to remain in the agent’s daily shift after an agent has been granted a partial trade request. This option ensures an agent does not trade away too many hours and is then left with a shift that is too short. For example, trading 7 hours of an 8 hour shift would require the agent to come in for just one hour of work.
In the Purge expired trades from database once they are this old (in days) area, use the up and down controls to define when to purge old trade requests is designed to reduce the size of the database. Any trade request that is in the expired or canceled status after the configured number of days will be deleted from the database. Approved or denied trades are not removed from the database, allowing supervisors to view trade details, such as the reason a person’s schedule was changed or who denied a request.
In the Partial day trade recommendation window (in hours) area, to set the number of hours an agent is willing to adjust from his or her original start or end time. For example, if an agent wants to finish her shift at noon, setting this value to 1 hour will show any trades that end between 11:00 AM and 1:00 PM. Use this option to show possible trades, helpful if an agent wants to see matches that do not exactly fit his or her specifications. If this number is larger, the system shows more matches. If an agent searches for partial day trades, the system only includes more recommendations in the middle of the shift to prevent the agent from getting a split shift. For example, Agent X's scheduled shift is 8:00 a.m. to 5:00 p.m. and she searches for the option to take off 1:00 p.m. to 5:00 p.m., the system will show recommendations that start between 12:00 and 2:00 p.m. and end at 5:00 p.m., but not ones that end at 4:00 or 4:30 p.m.
To specify that an administrator approve or deny any partial day trade requests, select the Require admin approval for trades that contain a partial shift check box. Or to select automatic approval for partial day trades, clear this check box.

Note: The system will only automatically approve the partial day trade if all matching and rule criteria have been met