Workforce Management

It would be great to be able to apply an optimization rule for a certain amount of days in the week (for example, apply a rule to just Tues-Thurs) rather than just a week or day rule. This would be helpful for scheduling non productive tasks during times of low volume.

When optimizations fail or cannot be applied currently only the name of the agent it wasn't applied to and the span the optimization was ran against is shown. Having verbose reporting about why the failure occurred would help us identify and troubleshoot what may be causing optimization issues.

Ability to reoptimize same day for events only occurring in the future, i.e. second breaks need to be reoptimized but lunches have already been taken

Currently our team uses a lot of external web based apps and tools to do their work. We've had to change our adherence to use Zendesk Dashboard and Online(Not Zendesk) to be a productive state. This is a risk since there are few instances that are no longer detracting from adherence. I would love to see a way for customization to say these urls are in adherence and all others are not for increased adherence accuracy.

Ability to see this in the Realtime dashboard and reports for the Phone channel

It would be great to be able to surface abandoned and missed calls for telephony platforms

would like the ability to create a full-month template (4 weeks) to account for biweekly and monthly rotations that repeat on a monthly basis

It would be nice if we could pull scheduling data for week in a format that was a bit more generalized and based on agent shift patterns (see image below as an example).

Ability to apply optimizations across day boundaries to support round-the-clock staffing needs. Currently, an optimization rule will fail if schedules extend to the next day or week (e.g., overnight shifts).