Workforce Management

Allowing agents to see what days have available time off versus days that no longer have hours available for reqeusts

Currently, if an agent makes a mistake on their time off requests, we either have to decline the request or find it on the timeline to make corrections. It would be much simpler to give us a way to edit those requests instead of just having to decline and ask the agent to resubmit.

Currently, when agents make a mistake on their time off they submit multiple requests. These remain as artifacts on the calendar making is difficult to determine if we're truly out of time off slots or not.

When requesting Voluntary Time Off, the pop-up currently shows two bullets: “Requesting X hours of voluntary time off” “If approved, will be scheduled for Y hours this workday” The second bullet (“scheduled for Y hours this workday”) actually refers to the remaining productive events only, and does not include non-productive events such as lunches and breaks. This has caused confusion for users, since it reads as if Y is the amount of VTO that will be scheduled, when in reality it’s the total productive time remaining after VTO is applied. Proposed improvement: Update the wording of the second bullet to make it clearer that this number represents remaining productive time, not additional VTO

We'd like to have the capability to track Leave and sick balance tracking

Ask: We shouldn't allow agents to submit a time off request that overlaps with a previously approved request. Or we should at least warn the approver and force them to select between the conflicting requests Why: Agents will sometimes forget that they already submitted a time off request and had it approved. Then, they will submit one that overlaps with that original request. When the second one is also approved, this creates conflicts on the Staffing Timeline that someone then has to manually resolve - this creates additional work when someone wants to save the Staffing Timeline view as a template. It also results in the double counting of 'approved time off events' in Schedule Analytics.

Would be nice to see a reduced time off balance. For example, out of total 80 hours and then a person takes 8 hours, the new balance would be 72 hours.

The ability to export all time off requests would really help with our audit process.

It can be hard for me to keep track of agent membership/assignments when processing time off requests. I often have to click the agent name to confirm what queues they're a member of in order to evaluate their request. It would be fantastic if this information were displayed on the request card itself. Working Hours would also be a great addition in that regard.