Trade two agents’ schedules

The Trade Schedule dialog box allows you to trade schedules between two agents.

You can trade schedules for the same day, different days, or multiple days. The scheduled time stays where it is, because that is based on coverage needs. What changes is which agent works the scheduled hours.

When trading agent schedules that cross midnight, the agent is scheduled to start work the day the schedule begins.

The following table describes the fields in the Trade Schedule dialog box.

Field Description
Trade Type The type of trade for this action. Your options are the following:
  • Same Day—Trade schedules on the same day. When you choose this option, the Schedule Date field appears. This option is selected by default. For example, you can use this option to trade Agent A’s 07:00–15:00 schedule with Agent B’s 09:00–17:00 schedule on the same day.
  • Different Days—Trade schedules on two days. When you choose this option, the From Date and To Date fields appear. This option works exactly as the Same Day option does, only on two separate days.
  • Multiple Days—Trade multiple day schedules. When you choose this option, the Start Date and End Date fields appear. For example, if you choose 1/23/2019 in the Start Date field and 1/27/2019 in the End Date field, then you will trade Agent A’s Monday through Friday schedules with Agent B’s Monday through Friday schedules.
Agent Information The agents involved in the trade:
  • From Agent—The first agent whose schedule you want to trade
  • To Agent—The second agent whose schedule you want to trade

Only agents who are assigned to the team in your Main View appear in the From Agent or To Agent list.
Dates The dates involved in the trade. The possible trade dates are the following:
  • Schedule Date—The date you want to trade schedules. Type the date in manually or click the field and choose the date from the Calendar pop-up.
  • From Date—The first scheduled date involved in the trade.
  • To Date—The second scheduled date involved in the trade.
  • Start Date—The first day of the work shift that you want to trade.
  • End Date—The last day of the work shift that you want to trade.
Agent Schedules The schedule for both agents, displayed side by side. These allow you to compare the agents’ schedules before you click Apply.
  • From Agent Schedule—The first agent’s current schedule
  • To Agent Schedule—The second agent’s current schedule

You are provided with information about the To Agent’s availability, teams, time zone, exceptions, service queue, overlapping shifts, and skill mapping to help you decide if the trade is feasible.

Trade schedules between two agents

  1. Click Actions > Trade Schedule to display the Trade Schedule dialog box.
  2. Complete the fields.

  3. Click Apply. The traded schedules are applied immediately to the production schedule.

    NOTE   To trade schedules, both agents must be included in a schedule that was run for the trade’s time frame.