Improved schedule generations
complete
- Omnichannel schedule generation (create schedules across channels to optimize SLA performance based on a forecast) (aka "click a button and have schedules be created")
- Ability to set guardrails based on individual agent rules (working hours, rotation blocks, labor laws, skill based routing)
- Gap-filling functionality (e.g. free time to be filled with xyz type event)
M
Monica Rangel
marked this post as
complete
M
Monica Rangel
Merged in a post:
Enable Automations to place productive events based on forecast.
B
Burgundy Chimpanzee
I currently rely on automations to generate phone, chat, email time but as discussed with the team it doesn't necessarily look at forecasting. Ideally I'd like it to stagger and place these events based on the forecast and the parameters I have set.
M
Monica Rangel
Merged in a post:
Schedule Generations Feedback
A
Atomic Crawdad
Ideal state: "I need to add in 5 hours of OOTI time for the week based off the PTO and team meetings. I want Assembled to automatically schedule that time for me. I want to be able to set parameters like don't let it start 5 hours before the start or end of the shift. Once I've set up that time, if I want to regenerate that schedule with additional parameters or changes it would do that for me as well."