Allow productive events to be scheduled at fixed or constrained times through scheduling rules / Schedule Assistant.

Productive work sometimes needs to happen at specific points based on an agent’s shift. For example, agents on a 5 AM shift may need Ticket Time from 5:15–5:55 and another 30 minutes at the end of the shift. Other shifts may have their own required Ticket Time blocks.

Today, templates are needed to maintain these events because Schedule Assistant cannot place productive work at a required time. This prevents teams from moving more of their scheduling workflow to Schedule Assistant and creates additional manual maintenance.

Ideally, teams could create a rule such as: agents on X shift need Y productive event within this specific time or window, and Schedule Assistant would respect that requirement while optimizing the rest of the schedule around it.