Shift Duration-Based Event Optimization Rules
in progress
Z
Zachary Winans
Introduce the ability to create event optimization rules based on shift duration. This feature would allow users to specify conditions such as excluding breaks/lunches for shifts under a certain duration (e.g., 4 hours) and adding additional breaks for longer shifts (e.g., over 11.5 hours).
Use Case:
This feature would enhance scheduling flexibility by allowing users to tailor break and lunch allocations based on the length of an agent's shift, ensuring compliance with labor regulations and optimizing agent well-being.
M
Mark Palmer
Adding to this request:
As a WFM, I want to receive a notification when an agent exceeds a specified threshold for total time spent in a given state across their shift. For example, I’d like to be alerted if an agent takes more than 30 minutes of break time in a day—whether that’s a single 30-minute break or six separate 5-minute breaks.
At present, notifications can only be set based on the duration of the current state. Past occurrences of the same state are not factored in, which means I cannot track cumulative time across the shift.
David Patou
in progress