# Genesys Cloud - Admin - Pick up extra shift

[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/bdCFfnNKV4fULten-image-1773263900973.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/bdCFfnNKV4fULten-image-1773263900973.png)

[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/9Iiv1ibVySlYZJpR-image-1773263935769.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/9Iiv1ibVySlYZJpR-image-1773263935769.png)

[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/PsfNePC1MPbHsMla-image-1773263954775.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/PsfNePC1MPbHsMla-image-1773263954775.png)

[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/fiFAZ0AVFphctpg3-image-1773263967014.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/fiFAZ0AVFphctpg3-image-1773263967014.png)

[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/qJapzrwixmu6gsAF-image-1773263979044.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/qJapzrwixmu6gsAF-image-1773263979044.png)

[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/L4zZYyn9o9AtxFgY-image-1773263990658.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/L4zZYyn9o9AtxFgY-image-1773263990658.png)

[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/twLgDOr0OakcBOwg-image-1773264025479.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/twLgDOr0OakcBOwg-image-1773264025479.png)


````markdown
## Pick Up an Extra Shift (Genesys Cloud Workforce Management)

### Summary

The **Pick Up an Extra Shift** feature in Genesys Cloud Workforce Management (WFM) allows agents to **voluntarily claim available shifts that were previously dropped or made available by the system or supervisors**. This capability helps organizations maintain staffing levels while giving agents the opportunity to **increase working hours or assist during high-demand periods**.

Extra shifts appear in the **WFM schedule or shift marketplace**, where eligible agents can review and claim them based on predefined staffing rules, skills, and availability requirements.

---

## Utilization

| Use Case | Description |
|---|---|
| High call volume coverage | Agents pick up additional shifts to support increased demand |
| Shift marketplace participation | Agents claim shifts that other team members dropped |
| Overtime opportunities | Agents add extra work hours when available |
| Workforce flexibility | Contact centers quickly fill staffing gaps |
| Skill-based coverage | Extra shifts can be claimed by agents with required skills |

Picking up extra shifts helps maintain **operational continuity and service level performance** while offering agents flexibility.

---

## Best Practices

| Practice | Reason |
|---|---|
| Review shift details before claiming | Ensures the shift fits your schedule and role |
| Confirm eligibility requirements | Some shifts require specific skills or queue assignments |
| Avoid overcommitting to extra shifts | Helps maintain productivity and prevent burnout |
| Monitor schedule updates after claiming | Ensures the shift is successfully assigned |
| Follow workforce management policies | Maintains compliance with staffing and scheduling rules |
| Communicate with supervisors if needed | Helps coordinate staffing coverage during high demand |

---

## Example Scenarios

### Scenario 1 – Filling a Dropped Shift

```text
Agent drops scheduled shift
        ↓
Shift becomes available in shift marketplace
        ↓
Another agent reviews available shifts
        ↓
Agent claims the extra shift
        ↓
Schedule updates automatically
````

---

### Scenario 2 – Supervisor Opens Extra Shifts for High Volume

```text
Contact center anticipates high call volume
        ↓
Supervisor publishes additional shifts
        ↓
Agents view extra shifts in WFM
        ↓
Agents claim available shifts
        ↓
Staffing levels increase
```

---

### Scenario 3 – Agent Voluntarily Picks Up Overtime

```text
Agent checks upcoming schedule
        ↓
Agent sees open shift available
        ↓
Agent selects and claims the shift
        ↓
Schedule updates with additional work hours
```

---

## Key Benefits

| Benefit                       | Explanation                                                     |
| ----------------------------- | --------------------------------------------------------------- |
| Improved staffing coverage    | Helps fill gaps caused by absences or demand spikes             |
| Flexible work opportunities   | Agents can increase hours when desired                          |
| Faster schedule adjustments   | Open shifts can be claimed without manual supervisor assignment |
| Supports service level goals  | Additional staffing helps maintain response times               |
| Encourages team collaboration | Agents help support the team during peak periods                |

```
```