Interaction Optimizer Agent-Initiated Shift Trading

This feature enables agents to trade whole or partial shifts with other agents, based on business rules that the scheduling administrator configures. Those business rules include things like min/max weekly hours and membership in service goals, workgroups, or interaction types that drive whether the trade should be approved automatically or queued for the scheduling administrator to review.

Configure Trade Rules (WFM Administrator)

View/Manage Trades (WFM Administrator)

Post New Trade (Agent)

Search Trades (Agent)

My Trades (Agent)