System and method for converting a time-off request of an agent to a shift-trade with another agent or to a self-swap schedule
A computerized-system for converting a time-off request of an agent to a shift-trade with another agent or to a self-swap schedule, in a contact center is provided here in. Upon receiving a time-off request from a source-agent, operating a Time-off Convertor (TC) module. The TC module includes (i) searching open trade requests in dates where the source-agent doesn't have a scheduled-shift, to yield a list-of-trading-agents; (ii) retrieving from the yielded list-of-trading-agents, compatible-agents who do not have a scheduled-shift in the specified date; (iii) presenting the compatible-agents, via a display unit; (iv) enabling the source-agent a selection of an agent from the presented compatible-agents and upon selection of the agent by the source-agent, sending an approval request to the agent; and (v) upon acceptance of the agent, sending to the source-agent and to the agent a trade-success-notification, and operating change of scheduled shifts in one or more WFM MSs.
1 . A computerized-system for converting a time-off request of an agent to a shift-trade with another agent or to a self-swap schedule, in a contact center, the computerized-system comprising:
one or more processors,
a trade-requests database and a memory to store the database thereon,
said trade-requests database is associated with one or more Engagement Manager (EM) Micro Services (MS) s,
upon receiving a time-off request for a shift in a specified date via a Graphical User Interface (GUI) of an Engagement Manager (EM) mobile application that is running on a computerized-device of a source-agent,
wherein a source-agent is an agent that is sending a time-off request, for the shift in the specified date,
said one or more processors are configured to:
(i) search in the trade-requests database, open trade requests of trading-agents in dates, other than the specified date, where the source-agent doesn't have a scheduled-shift, during a preconfigured period to yield a list of trading-agents;
(ii) retrieve from the yielded list of trading-agents, compatible-agents who do not have a scheduled-shift in the specified date;
(iii) present the compatible-agents to the source-agent, via the GUI on a display unit associated to the computerized-device of the source-agent;
(iv) configure the GUI of the EM mobile application to enable the source-agent a selection of an agent from the presented compatible-agents and upon selection of the agent by the source-agent via the GUI of the EM mobile application, sending an approval request to the agent via a notification-service component;
(v) upon acceptance of the approval request by the agent via the GUI of the EM mobile application, send to the computerized-device of the source-agent and to a computerized-device of the agent a trade-success-notification, via the notification-service component to be presented on the display unit and operating change of scheduled shifts to the source-agent and the agent in one or more Workforce Management (WFM) MSs, such that the agent is scheduled to the shift in the specified date and the source-agent is scheduled to the scheduled-shift of the agent,
wherein said EM mobile application is communicating with one or more EM MSs,
(vi) when no compatible-agents have been retrieved, present via the GUI on the display unit to the source-agent schedule-swap of shifts for selection;
(vii) upon selection of the schedule-swap of shifts by the source-agent via the GUI of the EM mobile application, search one or more shifts during a preconfigured period which are understaffed and the source-agent is not scheduled to and present the one or more shifts to the source-agent via the GUI on the display unit for schedule-swap selection; and
(viii) upon selection of the source-agent via the GUI of the EM mobile application, of a shift from the one or more shifts, which are understaffed, operate change of shifts to the source-agent in the one or more WFM MSs from the shift in the specified date to the selected shift.
2 . The computerized-system of claim 1 , wherein compatible-agents are agents having preconfigured parameters in the EM mobile application.
3 . The computerized-system of claim 1 , wherein an option of the one or more options is to initiate a new trade-request.
4 . The computerized-system of claim 1 , wherein an option of the one or more options is taking time-off, and wherein upon selection of the source-agent via the GUI of the EM mobile application, removing the scheduled-shift from the one or more WFM MSs.
5 . A computerized-method for converting a time-off request of an agent to a shift-trade with another agent or to a self-swap schedule, in a contact center, the computerized-method comprising:
upon receiving a time-off request for a shift in a specified date via a Graphical User Interface (GUI) of an Engagement Manager (EM) mobile application that is running on a computerized-device of a source-agent,
wherein a source-agent is an agent that is sending a time-off request, for the shift in the specified date,
operating a Time-off Convertor (TC) module, said operating the TC module comprising executing, by the computerized device:
(i) searching in a trade-requests database open trade requests of trading-agents in dates, other than the specified date, where the source-agent doesn't have a scheduled-shift, during a preconfigured period to yield a list of trading-agents;
(ii) retrieving from the yielded list of trading-agents, compatible-agents who do not have a scheduled-shift in the specified date;
(iii) presenting the compatible-agents to the source-agent, via a display unit associated to the computerized-device of the source-agent;
(iv) configuring the GUI of the EM mobile application to enable the source-agent a selection of an agent from the presented compatible-agents and upon selection of the agent by the source-agent via the GUI of the EM mobile application, sending an approval request to the agent via a notification-service component; and
(v) upon acceptance of the approval request by the agent via the GUI of the EM mobile application, sending to the computerized-device of the source-agent and to a computerized-device of the agent a trade-success-notification, via the notification-service component to be presented on the display unit and operating change of scheduled shifts to the source-agent and the agent in the one or more Workforce Management (WFM) MSs, such that the agent is scheduled to the shift in the specified date and the source-agent is scheduled to the scheduled-shift of the agent,
wherein said EM mobile application is communicating with one or more EM MSs,
(vi) when no compatible-agents have been retrieved, presenting via the GUI on the display unit to the source-agent schedule-swap of shifts for selection;
(vii) upon selection of the schedule-swap of shifts by the source-agent via the GUI of the EM mobile application, searching one or more shifts during a preconfigured period which are understaffed and the source-agent is not scheduled to and presenting the one or more shifts to the source-agent via the GUI on the display unit for schedule-swap selection; and
(viii) upon selection of the source-agent via the GUI of the EM mobile application, of a shift from the one or more shifts, which are understaffed, operating change of shifts to the source-agent in the one or more WFM MSs from the shift in the specified date to the selected shift.
6 . The computerized-method of claim 5 , wherein compatible-agents are agents having preconfigured parameters in the EM application.
7 . The computerized-method of claim 5 , wherein an option of the one or more options is to initiate a new trade-request.
8 . The computerized-method of claim 5 , wherein an option of the one or more options is taking time-off, and wherein upon selection of the source-agent via the GUI of the EM mobile application, removing the scheduled-shift from the one or more WFM MSs.
9 . The computerized-method of claim 5 , wherein the TC module is configured to be enabled or disabled.