Workforce Management

Ability to create forecasting models based on multi-year product cycles. For example, allowing forecast comparisons against specific product launch periods from 2+ years ago, rather than just year-over-year comparisons. This would better reflect demand patterns for products with longer release cycles.

When adding outliers, it would be easier to be able to click and drag a timeframe for the outlier.

An example of the messaging here could be something like, "daylight savings time change in X region is occurring on X day. They will be falling back / springing forward X hours" perhaps two weeks ahead of these events.

At this time, the only way to bulk configure a forecast is by using the "All" channel. But this adds to every model on the account. I would like to be able to add adjustments to specific channels or queues without having to add to every model.

When creating my forecast it would be useful to have the ability to create recurring adjustments. For example, if I know that I have a spike in volume at a certain time every month, it is tedious to have to apply this adjustment every month manually.

Ability to audit historical forecast uploads: was it successfully when was it uploaded ? By whom ? what was the file uploaded what was changed etc.

Timeline, heatmap, staffing, etc. should not show forecast for hours outside the business's working hours.

Enable the recurring forecast job to project up to 1 year in advance. The current workaround involves using the forecast regeneration button, limited to 3 months with a 1-hour cooldown, which is time-consuming and very manual.

As a manager, I'd like to be able to filter on a parent queue and have that represent the aggregate of required, net, and scheduled staffing. Currently, the volume of the child queues rolls up, however, since configurable variables are set individually for each child queue, the variables and the forecast don't roll up. Ideally, they would.