Workforce Management

Agents can request time off directly from Slack, and the request will be automatically sent to Assembled.

We’d love a way to track how many VTO and OT slots are being published vs. how many are actually claimed. Right now, we don’t have visibility into this without pulling data manually. What we’re looking for: Published vs. claimed slots (for both VTO and OT) Take rates shown in a simple report Historical trends over time (daily/weekly) This would help us understand if agents are actually taking what we’re offering - and if we need to adjust how we’re incentivizing extra hours.

Description: Currently, the Time Off Rules feature only allows setting minimum and maximum advance notice in days. We need the ability to set more granular advance notice requirements using hours and minutes to better accommodate our workforce planning needs. Current Limitation: Time Off Rules only support day-based advance notice (e.g., "Minimum 1 day in advance") No option to set hours or minutes for advance notice requirements Requested Enhancement: Add support for hours and minutes in the Time Off Rules advance notice settings: Minimum Time in Advance: Allow setting values in hours (e.g., "Minimum 4 hours in advance") Allow setting values in minutes (e.g., "Minimum 30 minutes in advance") Maximum Time in Advance: Allow setting values in hours (e.g., "Maximum 48 hours in advance") Allow setting values in minutes (e.g., "Maximum 90 minutes in advance") Use Case: Short-term time off requests: Require agents to request time off at least 2 hours in advance for same-day coverage Emergency situations: Allow time off requests up to 30 minutes before a shift for genuine emergencies Flexible scheduling: Enable more granular control over advance notice requirements for different teams or scenarios - Operational efficiency: Better align time off policies with actual business needs

I should be able to automatically view the total amount of VTO/EW offered each week without needing to manually calculate it.

Request Summary Enhance the voluntary time off request system to include configurable maximum hour limits, labor law compliance rules, and the ability to edit/approve partial time blocks instead of only full approval or denial. Current Limitations No configurable maximum hour limits for voluntary time off requests Limited ability to handle labor law compliance requirements Binary approval system - can only approve or deny entire requests No partial approval capability for requests exceeding limits Proposed Enhancements Configurable Maximum Hour Limits Company-level settings to set maximum voluntary time off hours Queue/channel-specific limits for different teams Time period restrictions (daily, weekly, monthly limits) Role-based limits for different employee types Labor Law Compliance Rules Configurable rules engine for labor law requirements Automatic validation against labor law limits Warning system for requests approaching limits Audit trail for compliance reporting Partial Approval/Editing Capability Edit time block functionality for managers/admins Partial approval of time off requests Split request capability to approve some hours and deny others Modify start/end times within approved requests Enhanced Approval Workflow Multi-level approval for requests exceeding limits Conditional approval with modifications Override capabilities for exceptional circumstances Approval comments explaining modifications

In cases where an employee is scheduled outside their normal assigned shift pattern, it should allow time off to be requested for those hours.

As a support manager, I want to be able to set a threshold for time off for shifts. If agents request time off within that threshold, it gets automatically approved. If the threshold had already been met, it'll get rejected. This will save me time and make things more fair for the team.

We were advised that Agents need to fill in both the Total Hours and Time Off Balance Used fields when submitting time off requests. If these are left blank, the Schedule Analytics report won't reflect the vacation hours correctly. We could require everyone to fill out those fields needed before they submit to avoid the reporting issues.

Description: Currently, Voluntary Time Off (VTO) requests cannot override events in the default layer of schedules, which can prevent users from successfully submitting VTO requests if there are pre-existing events (such as breaks or other default-scheduled items). Additionally, the error message shown to users when a VTO request fails is generic and does not provide actionable feedback. Feature Requests Override Default Layer Events: Enable VTO requests to override or replace events in the default layer of the schedule, allowing users to request VTO even if a break or other default event is present in the same time slot. If a VTO request is approved, the system should automatically resolve any conflicts with default events (e.g., by removing or rescheduling the conflicting event). Improve Error Messaging: Update the error message shown when a VTO request fails due to a scheduling conflict (such as overlap with a break or default event). The new error message should clearly state the reason for the failure and provide guidance on how to resolve it (e.g., “VTO requests cannot overlap with breaks or other scheduled events. Please adjust your request and try again.”). Benefits: Reduces user frustration by allowing more flexibility in scheduling VTO. Provides clearer, more actionable feedback to users, improving the overall user experience.

I should be able to anonymize specific types of time-off, such as sick leave, in shared team schedules so that sensitive absence reasons are not disclosed, while still allowing other time-off types to be visible and categorized accurately.