Genesys Cloud - Admin - Pick up extra shift
## 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.
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## 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.
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## 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 |
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## 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
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
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 |