Starter · Part of Workforce Management
Shift Bidding Marketplace
sub-spec 23G
Open shifts post to a marketplace; eligible agents bid based on your priority rules; the system awards them. Coverage gaps close themselves; you stop calling six people to find one who'll cover Saturday.
For the operator
Open shifts are posted with an eligibility profile — LOB certification, minimum tenure, hours-to-date this week, blackout windows — and only matching agents see them in their bid view. Awards run on the rules you configured (seniority, performance score, equity, first-bid) without you arbitrating; the agent gets the result and the schedule updates atomically. You stop calling six people on a Friday afternoon to find one who'll cover Saturday morning.
Business impact
The supervisor-time tax of manual coverage gap chasing is invisible until it's not — a 50-agent floor burns six to ten supervisor hours a week on phone-tree shift fills, and those hours come out of coaching and exception management. Pushing the matching upstream into agent self-service unlocks that supervisor capacity and shrinks the answer-rate impact of unfilled shifts. Bidding also becomes a soft retention lever: agents who can claim the shifts they want stay longer than agents who get assigned what's left.