Shift Trades in a contact center allows you to exchange your scheduled shifts with another agent. This functionality provides the flexibility to manage personal commitments without disrupting service levels. In Sprinklr’s Workforce Management, you can raise full or partial, open or closed, and one-way or two-way Shift Trade requests, depending on the policy configuration.

Follow these steps to create a Shift Trade request using the Sprinklr mobile application:

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1. On the Sprinklr mobile application, tap the Create Requests button at the top right of the screen.

   

2. Select Shift Trade from the submenu to open the Shift Trade request creation page.

3. Fill in the required fields on the page. Fields marked with a red dot are mandatory. Below are the descriptions of the fields on this page:

   

   1. Trade Type: Choose if you want to trade your entire Shift for the day or trade some part of your Shift. (Required)

      The following options are available (Only one option can be selected):

      1. Full Shift Trade: This option allows you to trade your entire Shift.

      2. Partial Shift Trade: This option allows you to trade a part of your Shift.

   2. Trade Direction: Choose if you want to receive a Shift in return for a Shift Trade. (Required)

      The following options are available (Only one option can be selected):

      1. One-Way: Allows you to offer your shift to another agent without receiving one in return.

      2. Two-Way: Requires both agents to exchange their shifts with each other.

   3. Trade Method: Choose whether the Shift Trade Request should be visible to all agents or sent to a specific agent. (Required)

      The following options are available (Only one option can be selected):

      1. Open Swap: Makes the Shift Trade Request visible to all agents eligible for the trade.

      2. Direct Swap: Makes the Shift Trade Request visible only to the selected agent(s).

         Note: The options available in the Trade Type, Trade Direction, and Trade Method fields depend on the Shift Trade Policy configuration assigned to you.

   4. Trade With: Select the agent you want to initiate the Shift Trade with. This field is visible only if Direct Swap is selected in the Trade Method field. (Required)

      Note: Only agents who share the same Shift Trade Policy as you will appear for selection in the Trade With field.

   5. Current Shift: Select the shift you are currently assigned and want to trade. The shifts available for selection depend on the Time Frame Limits defined in the Shift Trade Policy assigned to you. (Required)

      1. Start Time: Specify the start time from which you want to trade your shift. (Required)

      2. End Time: Specify the end time till which you want to trade your shift. (Required)

         Requested Shift

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   6. Shift Date: Select the shift you want to take in exchange for your current shift. Click the "+Shift" button to add multiple shifts in an "OR" configuration, if eligible. If you select multiple shifts, you can receive any one of them in return. (Required)

      1. Start Time: Specify the start time of the shift you want to receive in return. (Required)

      2. End Time: Specify the end time of the shift you want to receive in return. (Required)

         Note: The Start Time and End Time fields for Current Shift and Requested Shift will be accessible only if Partial Shift Trade is selected in the Trade Type field.

         Note: The Requested Shift section will appear only when Two-Way is selected in the Trade Direction field.

   7. Note: Mention any comment, conditions, and requirements for the Shift Trade request.

4. Tap the Submit button to submit the Shift Trade request.

The Shift Trade request will be sent for approval or rejection. This completes the process of creating a Shift Trade request.