Workforce Management

would like a feature that helps with scenario-planning, so we can see in advance what the optimizations will recommend, then we can essentially choose from the actions: “accept” “decline” or “edit and then accept”. further, it would be great to have a button/function to “optimize” - and when you run this optimization, the product would automatically recommend the most optimal schedule against the upcoming forecast.

Having a setting to optimize for an event that only happens once a week or month.

It would be helpful to allow optimizing an event and still have it be in the list of events not to edit. The use case here would be: agents 1 through 10 already have a training scheduled. Optimize agents 11 through 50 and add trainings for them. Do not touch agents 1 through 10 because those folks have already had this planned, maybe around some exceptions

Being able to create a more specific optimization rule. For example (Insert lunch within these hours (11a-1:30pm UTC)) Not determined by X hours from shift begin/end. In our instance we have a predetermined lunch times (11a-1p) but many different shift times so we have to create many optimizations to accompany each shift

Would like the ability to "select all" in the dropdown within Optimizations when choosing events to optimize around

Currently, we default an automation rule to an eight hour shift. It would be nice to save the custom preview shift length when saving a rule.

It would be nice to modify the Weekly automation rule feature to include days of the week to apply automation rule to.

Add a feature to allow agents to have random, allotted time, per shift or per week of a chosen specified event. Provide button(s) for agent to press when beginning/ending the allotted time OR allow the ability to configure the automation based on a status in the CRM. We allow our agents to take their break when they please and are only allotted 15 minutes. Since we do not schedule specific times, our TL's have to manually check that their breaks were only 15 minutes long everyday. Our example would be to allow a 15 minute break per shift, if over 15 minutes, agent begins to be "out of adherence". Either provide buttons to start & end break OR provide the ability to configure an automation to proactively update agents schedule with the allotted 15 minutes of break when they are go into a specific status, once the 15 minutes is up, they begin to be out of adherence until they are in the expected state.

When optimizations fail or cannot be applied currently only the name of the agent it wasn't applied to and the span the optimization was ran against is shown. Having verbose reporting about why the failure occurred would help us identify and troubleshoot what may be causing optimization issues.

Would like the ability to exclude certain staffed users from being affected by an automation (eg: for HR lunch accommodations)