How Trading Works
The topics on this page describe how a schedule trade proceeds to approval or rejection.
A trade can include up to six full weeks of schedule days. Every schedule trade requires:
- One agent's proposal for a trade. The proposal specifies which schedule days this agent wants to trade.
- Another agent's response to that proposal. The response indicates this agent's willingness to accept the proposed trade.
- An approval, either automatically by WFM or explicitly by a supervisor.
For some trades, the proposing agent must explicitly accept the response before submitting the trade for approval. This is always true for community proposals, which are offered to all agents within a team, site, or business unit (if multi-site trading is permitted).
If a trade is approved, WFM executes it and both agents' schedules are changed to reflect it. After execution, WFM removes the trade from the Trading > List of trades view and you will see it only in the Schedule Trade report.
Not all trades are approved. For example:
- Under certain conditions (when one agent is not qualified for the other agent's scheduled activities), WFM automatically declines a trade.
- If either agent's schedule is changed before a pending trade's approval, the trade is automatically canceled.
- A supervisor may explicitly decline a trade.
- If a pending trade has not been approved before the first day involved in the trade, it expires.
In each of these cases, the trade does not occur.
Requirements for a Successful Trade
For a trade to take place, all of the following steps must occur. (See the Workforce Management Web for Agents Help for details about how agents perform the first three steps.)
- One agent creates a community or personal trade proposal.
- At least one agent responds to the community proposal, or the receiving agent accepts the personal proposal.
- The proposing agent accepts a response to a community or personal proposal. (This step is required for personal proposals only if the proposing agent specified manual approval.)
- The trade receives either WFM's automatic approval or a supervisor's explicit approval.
How Trades are Tested for Automatic Approval
Once both agents have accepted a trade proposal, WFM tests it for automatic approval. These tests evaluate the trade using the conditions listed in each of the following sections:
Exceptions' Trade Conditions
If either agent has a scheduled exception on any of the days to be traded, WFM tests the trade against the trade rules configured for that exception type. For example, exceptions that count as vacation time always have either the Delete, Keep with agent, or Do not trade rule.
Here is how WFM acts on each trade rule:
|Exception Trade Rule:||How WFM Responds:|
|Allows the trade to proceed to the next test, but deletes the exception from the schedule.|
|Do not trade||Agent is not allowed to create trading proposal on day with scheduled exception "Do not trade".|
Keep with agent
|Allows the trade to proceed to the next test, but keeps the scheduled exception with the original agent.|
|Keep with schedule||Allows the trade to proceed to the next test, and trades the exception along with the schedule.|
WFM automatically declines a trade if either agent's schedule overlaps with the overnight schedule from the previous day for a recipient agent.
If multi-site trading is permitted, WFM automatically declines a trade if:
- A scheduled shift cannot be matched with a shift on another site
- A scheduled exception type is not available on another site
- A scheduled marked time is not available on another site
- A scheduled time-off item is not available on another site
Supervisor Approval Conditions
WFM places a trade "in review"—a status that requires a supervisor to approve the trade—if the trade involves any of the following conditions:
- The traded schedules have different paid hours.
- Either agent is trading days off for working days.
- Either agent has a scheduled exception with the delete rule enabled.
- Either agent is trading a keep with agent exception for fixed-staff work.
- The trade violates an agent's availability (contract availability, granted availability preferences, or rotating availability).
- The trade violates certain contract terms or site rules: minimum or maximum working hours per day or per week; minimum or maximum days off per week; or minimum time off between consecutive working days.
WFM automatically cancels a trade proposal, a response, or a pending trade in review if either agent's schedule is modified in the Master Schedule. Examples of auto-cancel conditions are:
- A supervisor explicitly modifies either agent's schedule.
- Another trade is approved and executed for either agent that involves a schedule period that overlaps with the schedule period for this trade.
If a trade has not received approval by the day before its first included day, it expires, and can no longer be approved by any agent or supervisor.