Workforce Management

It would be extremely helpful to have the ability to schedule when a shift pattern becomes effective in the same way you can with templates. In fact, being able to add shift patterns to templates would be awesome. In our use case, we just completed a shift bid and are creating new templates, and a lot of our agents will be moving to new shift patterns as well. However, we can't publish those shift patterns until the day before they go live, which falls for us on a weekend when we do not work. It would be ideal to automate this so that we could keep their existing shift patterns and have their new shift patterns take effect on a specific date. This would also be helpful in the case of schedule exceptions such as leave and onboarding of new agents; i.e. we could be able to have a temporary shift pattern for folks that are onboarding or have a temporary leave event.

I should be able to add more than my designated timezone to the "My Schedule" page

Sprinklr is a social media aggregator; you can see all social channels in one spot instead of one channels (e.g. instagram, youtube, tiktok, linkedin). Currently, these tickets are not in their contact center platform (e.g. Gladly). Other customers have built an integration out of the box, but it would be nice to have an out of the box integration in our Integration Directory.

Support Zendesk's omnichannel engagements model so that folks can report on the individual legs of agent interactions in the overall ticket lifecycle in Assembled https://support.zendesk.com/hc/en-us/community/posts/8369061705882

I should be able to limit what type of timeoff agents can request when they submit a timeoff request

Having start and dates across the UI for things such as channel or queue assignments would be really helpful for reporting purposes. That way we could go back and view the history of what an individual agent was assigned regardless of what's on their profile today or what they've been scheduled for.

I want to be able to copy the previous day and paste it, but I cannot since the agents all move places from week to week and day to day. Please freeze the agents in alphabetical order, or something.

It would be really helpful if shift swaps would only display swaps that would not come in conflict with each other. For example Agent 1 is working on 16th and 17th of March, Agent two is working on the same days but at different times. The swap function would allow the Agent 1 to request swapping shift on 17th with Agent 2's 16th. Agent 2 already has shift on 16th so they would not be able to work double shift on 16th.

It would be helpful if templates included a row for scheduled staffing, similar to what is available on the Staffing Timeline. If the templates had filters, it would be great if this scheduled staffing updated as you applied filters.