Enable shift swap for a task
Currently swapping is enabled only at the shift level (full day).
As we are doing scheduling at the task level there is a need to have swaps done at this level, as often people swapping have different roles as it relates to the other tasks on their schedule (the ones they are not swapping).
AdminMariana Klemp
(Product Owner, Playvox)
shared this idea
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Alissa Stott
commented
This would be a HUGE win for our organization! Currently, all of our agents are skilled in multiple channels. If they have a meeting or other commitment that conflicts with a portion of their shift, they have no recourse for swapping specific tasks with their peers. Our agents are all full-time and based in North America, so they rarely need to swap their entire shift, but they routinely need to substitute a portion of their shift.
Allowing them to trade tasks, or portions of their shift, would bring significant improvements to their experience, increasing flexibility and autonomy, while still ensuring adequate coverage.
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William Adjemian
commented
Ability for agents to trade segments of this shift, without giving away the full shift. Ideally this would be based off segments of time, not selecting tasks
(Ex: posting a trade for the first 2 hours of my shift compared to posting just the first task on my shift)
Also, we want this feature to have the ability for an agent to giveaway that partial segment without needing to receive an offer in return -
William Adjemian
commented
Allowing agents to trade a portion instead of their whole shift, as well as one-way trades (ex: Agent A has a day off, but wants to pick up Agent B's shift) would have a huge impact for us.
These are some of the top features agents miss from our old system -
Trish Lau
commented
Allow agents to conduct partial day shift swaps with their peers.