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About the Resource Center

Alternative shifts for agents overview

Use the alternative shift trading feature to select alternative trade shifts that generates. These alternative shifts are not assigned to any agents. You can participate in an alternative shift trade in the same way as a shift trade. For more information about shift trading and alternative shift trading, see Navigate the shift trades panel.

Note: Alternative shifts are provided only if the schedule can accommodate the change without compromising the service goals defined by the administrator. If you do not receive any alternative shifts consistently, contact your administrator to discuss possible configuration changes that improve the availability of alternative shifts. For more information about configuring workforce management to increase the number of alternative shifts offered, see Configure workforce management.

Date range limitations

Click the following sections to view the date range limitations set by workforce management.