Workforce Management

Capacity plans so teams know how many headcount they need to hire by X date.

Ability to have specific event types, like PTO and SICK time overlap an existing schedule instead of replace it on the staffing timeline. For example, if an agent has PTO/Vacation, the original event types would appear underneath it, that way if we needed to remove PTO on a day, the original schedule would be preserved.

There doesn't seem to be a way to pull up two specific people in the scheduling view at the same time manually without using filters. If I search for one person, that's all I can see. Sometimes I need to schedule the same meeting or event for two or more people but have to open their schedules in multiple windows to compare them, if they aren't related by a skill or queue (which usually brings in way too many people). The button for adding another person is right there, but it only allows you to add a new person from scratch, which I think, should be reserved for the People page. Why not let this button allow you to manually filter multiple people in this view? Or add a little plus button next to the people search to add another person?

For instance, a company has closed operating hours from 1AM-6AM. Would like to still have 12A-1A and 6A-Midnight on the timeline but block off the closed hours and have them hidden from the timeline.

Pain point: Sometimes, the day of, if a manager sees a request after the shift has already started but they have the intention of still approving. Either don't segment expired requests to a separate page, but instead label them as expired while allowing the same functionality OR segment them as they are, but still allow them to be approved / rejected OR have a time window whereby recently expired requests can still be actioned

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.

For ad-hoc training, 1:1's, or other types of meetings, suggest an ideal meeting time that creates minimal impact to net staffing.

Would be a great feature in the “add multiple agents” option, if one could type the associates schedule to filter and select. for example entering “sun” would allow to schedule all sunday associates without having to go down the list and select associates one by one, or selecting all and then having to go through the schedule to delete some events." "for example in the search box, you could type “John” the search world return every agent named “John” and you could “select all” to add the same event for all of the “johns”. The same functionality would be helpful if that search box recognized schedules, you can see by my name in the screenshot it says (Sun-Thurs), so if I could type “sun” to sort and select everyone that is on the “Sun-Thurs” schedule, that would be a great benefit.

When Sorting Schedules I should be able to sort by schedule start time in the staffing table. When doing so, it should put off agents below anyone that is actually scheduled for the day.

To include "Description" part of schedules to breakdown the hours for a particular segment when exporting schedules in Staffing page.