Workforce Management

Managers should receive an alert/notification approval-time alert for managers when reviewing OT or PTO requests. Use case: We have a defined daily shrinkage threshold (e.g., 10% of agents allowed off per day). When a manager is reviewing a time-off (PTO) or overtime (OT) request, they want to see a clear notification if approving that request would: • Exceed the allowed daily shrinkage percentage, or • Cause the team to go beyond the configured OT limit for that day. Current behavior: • Time-off rules can restrict overlapping requests. • Managers receive notifications that a request exists. • However, there is no real-time approval pop-up showing whether approving the request would exceed daily limits. Requested behavior: When a manager clicks “Approve” on a PTO or OT request: • A warning or pop-up appears if the daily OT/PTO threshold has already been met. • Ideally, the alert would display relevant context (e.g., “10% daily shrinkage limit reached” or “Approving this request will result in 12% shrinkage.”). Goal: Reduce manual checking in the staffing timeline/various reports, and prevent accidental over-approval of PTO/OT that impacts coverage.

We operate with distinct peak and non peak seasons, and based on these seasons, we need the ability to configure maximum overlapping time off requests differently depending on seasonal periods. Current limitation: Maximum overlapping time off rules apply globally. There is no date range or seasonal logic. Only individual dates can be manually selected. Desired functionality: Define seasonal date ranges (for example July to September and December to February). Apply stricter maximum overlapping limits during peak. Allow more flexibility during non peak months. Configure per team if necessary. Example: During peak season: maximum 2 agents off per team. During non peak: up to 5 agents off per team. Business impact: Aligns time off approvals with operational demand cycles. Reduces manual rule adjustments throughout the year. Improves capacity protection during high volume months.

We would like the ability to configure minimum advance notice rules dynamically based on the length of the time off request. Example use case: If an agent requests fewer than 5 days of paid time off, a 2 week advance notice is sufficient. If an agent requests more than 2 weeks of paid time off, a 2 month advance notice is required. Current limitation: Advance notice rules apply uniformly regardless of duration. There is no way to combine “time requested” with “time in advance.” Desired functionality: Conditional logic that ties required notice period to the number of days requested. Multiple thresholds within a single time off type. Reduced manual oversight and improved fairness during high impact requests. Business impact: Would improve workforce planning predictability. Prevent long duration time off from being requested too close to peak periods.

In the current Time Off Rules, can we add a date range in the Affected request dates section? It’s quite tedious to list down all dates of full months since the options are only for all dates, day(s) of the week, and specific date(s). I attached a screenshot of the section I’m referring to.

Currently, the Voluntary Time Slots feature displays VTO capacity as the number of agent slots available per time period, but does not provide visibility into the total hours offered for VTO. Teams need to understand the total volume of VTO hours being offered to better analyze capacity planning and labor costs. Currently, the Published Slots view shows: •   Number of VTO slots (capacity) per time period •   Count of approved/pending/denied requests •   Individual slot start and end times We would like the ability to view the ​total calculated hours offered for VTO​ in reporting.

To avoid accidental approvals that may or may not require subsequent cancellation, adding an optional confirmation step to the approval flow, similar to the comment section on denials, acting as a confirmation would be worthwhile.

Would be nice to see a reduced time off balance. For example, out of total 80 hours and then a person takes 8 hours, the new balance would be 72 hours.

Instead of just "approve" and "deny", we would like to have an option to put a time off request "on hold", for when a manager is looking into it, and wants to flag to other managers that they're already working on it. almost like a "claim" or "assign" option.

I'd like to be able to put a note with my approval to provide an agent with additional steps after approval such as adding this time off to our HR platform.

It worked how we wanted it to! If I had a suggestion/request we would love the ability to either add notes on approvals not just denials, for example to remind agents to submit their request on our payroll system. Or the ability to change the automatic message that gets sent out on approvals.