Conditional scheduling rules: Different constraints for shift extensions vs. new shifts
L
Lapis lazuli Mockingbird
We need the ability to create scheduling rules with conditional logic that differentiates between agents extending an existing shift vs. agents picking up a new shift on a day they're not scheduled.
Current Limitation: Today, scheduling rules can't check "Does this agent already have a shift scheduled on this day?" This means we cannot set different min/max hour constraints based on whether the request is extending an existing shift or creating a new one.
Desired Functionality: Add a new conditional option when creating constraints: "Apply this rule when agent is [already scheduled / not scheduled] on this day"
This would allow rules like:
- IF agent is already scheduled that day → Allow schedule change requests between 2-6 hours
- IF agent is NOT scheduled that day → Allow schedule change requests between 2-8 hours
- Both rules: Total hours per day cannot exceed 12
Without this feature, we have to:
- Manually review every single bonus shift request to determine if it's an extension or new shift
- Manually calculate whether it violates our 6-hour extension limit
- Deny and re-communicate correct parameters to agents who submit incorrect requests
Specific example / use case: Our team offers "bonus shifts" where agents can request additional hours. We have different requirements depending on whether someone is already working that day:
Shift Extensions (agent already scheduled that day):
- Minimum: 2 hours
- Maximum: 6 hours
- Total shift cannot exceed 12 hours
Bonus Shifts (agent NOT scheduled that day):
- Minimum: 2 hours
- Maximum: 8 hours
- Total shift cannot exceed 12 hours