# Genesys Cloud - Admin - Drop a shift for someone else

### Click shift trades

[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/w0AF2mPBI30x8ahE-image-1773242732312.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/w0AF2mPBI30x8ahE-image-1773242732312.png)


### Click the arrow to new trade

[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/ye55pHbrFrN0hxGW-image-1773242749265.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/ye55pHbrFrN0hxGW-image-1773242749265.png)

### Click drop

[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/IpL0iEh4Of819ljy-image-1773242763832.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/IpL0iEh4Of819ljy-image-1773242763832.png)

### Click drop on your schedule view
[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/F3SBrW7cgF6ifLha-image-1773242777053.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/F3SBrW7cgF6ifLha-image-1773242777053.png)

### Request to drop
[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/26nwW97VXxN8wthl-image-1773242792295.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/26nwW97VXxN8wthl-image-1773242792295.png)

### Confirmation message

[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/zoYDyQogdD9MlNIE-image-1773242854448.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/zoYDyQogdD9MlNIE-image-1773242854448.png)


## Drop a Shift for Someone Else (Genesys Cloud)

### Summary

Dropping a shift for someone else in **Genesys Cloud Workforce Management (WFM)** allows an agent to **release a scheduled shift so that another qualified agent can claim or pick up the shift**. This feature provides flexibility in workforce scheduling while ensuring that staffing levels remain within operational requirements.

The shift drop process typically requires approval or validation through **configured workforce management rules**, which may include staffing thresholds, skill requirements, or supervisor approval.

---

## Utilization

| Use Case | Description |
|---|---|
| Schedule flexibility | Agents can release shifts when they are unable to work |
| Shift coverage | Other agents can claim available shifts to maintain staffing levels |
| Workforce balancing | Helps maintain required staffing without manual schedule changes |
| Personal schedule adjustments | Agents can manage unexpected personal conflicts |
| Workforce collaboration | Enables teams to support each other by covering shifts |

Shift dropping helps organizations maintain **service coverage while providing agents with more control over their schedules**.

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## Best Practices

| Practice | Reason |
|---|---|
| Drop shifts as early as possible | Provides more time for other agents to claim the shift |
| Verify workforce policies before dropping shifts | Ensures compliance with organizational scheduling rules |
| Communicate with team members when necessary | Increases the likelihood that the shift will be picked up |
| Avoid frequent last-minute drops | Prevents staffing disruptions |
| Ensure eligibility requirements are met | Some organizations restrict shift drops based on rules or time windows |
| Monitor shift status after dropping | Confirms whether the shift has been claimed or requires supervisor action |

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## Example Scenarios

### Scenario 1 – Agent Cannot Work Scheduled Shift

```text
Agent reviews upcoming schedule
        ↓
Agent identifies conflict with assigned shift
        ↓
Agent submits request to drop shift
        ↓
Shift becomes available for other agents
        ↓
Another qualified agent claims the shift