Workforce Management

It'd be great to have the option to configure SLAs in line with our business hours as we only have agents answering tickets Mon- Fri, 8am-6pm. We don't have weekend or evening cover. So tickets that come through on Friday evening, for example, breach SLA over the weekend. We don't want to have SLA breaches during times when we don't have agents working.

For email teams that are not 24/7, important to know how much backlog affects their staffing coverage

Ability to receive notifications when channel volume is higher/lower than the forecast predicted.

When uploading for different date ranges, you must contact Support to get old data deleted

Ability to build queue rules that use the AND function to capture unique ticket flows more organically

Forecasts don't upload when there is an existing forecast for the same time interval and throws the error message "forecast cannot partially overlap with an existing forecast". Desired functionality: Forecasts should automatically override the existing forecasts without throwing any error message or contacting support.

Ability to toggle between 60, 30, and 15 minutes intervals for the forecast

Some channels use erlang C and some do not. It would be great to be able to tell what model is being used for each channel.

The ability for users to be able to regenerate the forecast, i.e. after making a queue overhaul

Multiple users requesting this capability