Workforce Management

I should be able to automatically view the total amount of VTO/EW offered each week without needing to manually calculate it.

Description: Currently, Voluntary Time Off (VTO) requests cannot override events in the default layer of schedules, which can prevent users from successfully submitting VTO requests if there are pre-existing events (such as breaks or other default-scheduled items). Additionally, the error message shown to users when a VTO request fails is generic and does not provide actionable feedback. Feature Requests Override Default Layer Events: Enable VTO requests to override or replace events in the default layer of the schedule, allowing users to request VTO even if a break or other default event is present in the same time slot. If a VTO request is approved, the system should automatically resolve any conflicts with default events (e.g., by removing or rescheduling the conflicting event). Improve Error Messaging: Update the error message shown when a VTO request fails due to a scheduling conflict (such as overlap with a break or default event). The new error message should clearly state the reason for the failure and provide guidance on how to resolve it (e.g., “VTO requests cannot overlap with breaks or other scheduled events. Please adjust your request and try again.”). Benefits: Reduces user frustration by allowing more flexibility in scheduling VTO. Provides clearer, more actionable feedback to users, improving the overall user experience.

Automatically send out a notification to agents when there's a particularly good opportunity to take time off coming up to 1) encourage agents to take time off and lower burn out and 2) cut costs by encouraging agents to take time off at the optimal time.

Instead of agents nominating an approver of their time off, requesting for an approval workflow/delegation to be defined/configured by Admins.

I should be able to anonymize specific types of time-off, such as sick leave, in shared team schedules so that sensitive absence reasons are not disclosed, while still allowing other time-off types to be visible and categorized accurately.

Current behavior: When a time off request is submitted, it undergoes an evaluation process that checks various rules, including concurrent time off limits. This evaluation happens in real time at the moment of submission/approval. If multiple requests are approved very close together, they may all pass the evaluation phase before any of them are fully processed. Feature Improvement: A longer buffer/delay to allow for each request to go through the necessary checks

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.

When creating a time off rule, the auto-approve function should be specific to the agent’s shift pattern. For example, if one agent submits a time off request from 3:00–3:30 PM, it should only count toward the constraint if other agents are scheduled to work during that same time window. If another agent submits a request for the same day but outside of that specific time frame—and their shift pattern doesn’t overlap—it shouldn’t count toward the same constraint. This would help ensure approvals are based on actual scheduling conflicts rather than date-based overlap alone.

In the "time off requests" tab, it would be helpful to have the ability to filter multiple event types rather than one at a time.

Currently the only workaround for this behavior is to re-create the rule entirely, which is an extremely manual process that takes a lot of time. Having a way to edit those specific dates would be extremely helpful.