Swap shifts
AI-generated summary
Genesys Cloud enables agents to swap shifts in the schedule editor. Users can swap a single shift between two agents by selecting the rows with Ctrl+Click and choosing "Swap Shifts". Alternatively, when in View by Week mode, all shifts can be swapped between two agents by selecting the agents with Ctrl+Click and choosing "Swap All Shifts". These capabilities allow for efficient schedule management and flexibility.
You can swap agent shifts in the schedule editor.
This option is available from all views.
- Click Admin.
- Under Workforce Management, clickSchedules.
- Click Menu > Workforce Management > Scheduling > Schedules.
- In the upper right corner, click the Management Unit list and select the desired management unit.
- Search for the schedule that contains the shifts you want to swap and select it from the list. The schedule editor opens.
- Press Ctrl+Click to select the two rows that contain the shifts you want to switch and do one of the following:
- From the Select Action list, select Swap Shifts.
- Click Shift+W.
- Save, publish, or continue editing the schedule.
This option is only available in View by Week mode.
- Click Admin > Workforce Management.
- Click Schedules.
- Click Menu > Workforce Management > Scheduling > Schedules.
- In the upper right corner, click the Management Unit list and select the desired management unit.
- Search for the schedule that contains the shifts you want to swap and select it from the list. The Schedule Editor opens.
- Use Ctrl+Click to select the two agents whose shifts you want to switch and do one of the following:
- From the Select Action list, select Swap All Shifts.
- Press Shift+W.
- Save, publish, or continue editing the schedule.
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