When there are staffing shortages and limited coverage, it would be extremely helpful to have the ability to prioritize specific channels — especially those with shorter SLAs (rather than making changes within Assembled to our SLAs).This would allow us to proactively schedule more efficiently during schedule generation. Without this functionality, we risk missing shorter SLAs during coverage gaps, which can negatively impact performance metrics and customer experience.

For example, if phones have a 2m SLA and email has a 24-hour SLA, prioritizing phone coverage during limited staffing would minimize SLA risk. Ultimately, rather than balancing an even deficit across all channels, we'd like the ability to accept a larger deficit in one channel (email) in order to minimize the deficit in a more urgent channel (phones). This would help us ensure SLA adherence, reduce reactive staffing adjustments, and improve overall operational efficiency.