Shift Swap Automation | Workforce Management

Shift Swap Automation

Zachary Winans

It would be nice if we could enable automatic shift swaps between agents, including breaks and lunches, without needing WFM approval. We'd also want to ensure swaps are blocked if an agent has scheduled personal activities like meetings or coaching.

February 10, 2025

Ancient Grouse

Fully agree - our teams must process this manually and it creates additional logistical work for agents and managers to coordinate. Having a shift board where agents can flag shifts they would like to trade would also make it easier to connect agents with those who could swap with them.

Central Caterpillar

Yes, this one is important for WFMers are shift swap is manual and tedious atm when there's a few requests coming in. WFM should still have the capability to review and approve to make sure it populates as intended.