Workforce Management

Right now, only out of adherence and schedule change alerts can be sent to agents via Slack DM. Other alerts - like agent state duration thresholds - can only be sent to public channels, which makes them easy to miss for an individual agent and creates unnecessary noise for those agents or leaders not impacted. Specifically, we would like to notify an agent staying too long in a state such as “wrap up” or “meal.” Direct messages would make these notifications more actionable, improve agent accountability, and reduce clutter in team channels. We'd love to see more flexibility in what thresholds can be set up for notification and routed via DM.

Set a schedule to export any report to different file types (Excel, CSV, Google Docs, etc)

When Schedule Analytics is exported for a multi-day range, all daily data for each agent is summarized into a single row. In order to track trends over time, breaking out each day's data for each agent into its own row would be preferred.

I should be able to resolve recurring scheduling conflicts in bulk for all future instances where a template has been applied, so I don’t have to fix the same conflict manually each time it appears.

Description: Today, when an employee requests PTO, the system auto-fits the PTO event to match their working hours at the time of the request. However, if their working hours are later updated (e.g., shift time or lunch break duration), existing PTO events do not auto-adjust accordingly. Example use case: An agent initially has a schedule of 6am–3pm with a 1-hour lunch and requests PTO for a week in July. Their schedule is later updated to 7am–3:30pm with a 30-minute lunch. In the current state, their PTO must be manually edited to align with the new working hours. This creates a “manually edited” event, which disrupts system logic such as auto-deducting lunch breaks. Feature request: It would be helpful if PTO events could dynamically update to reflect changes in an agent’s working hours. This would reduce manual overhead and ensure accurate time calculations—especially for teams with frequent schedule adjustments.

We should be able to setup realtime thresholds with and/or logic to get more accurate thresholds

It would be helpful if the recurring events feature was available to users with "Request schedule changes" permissions so that a manager could submit a schedule change request on behalf of multiple agents (e.g. a team meeting or training)

Some of our users often filter reports using the multi-select functionality. For instance, if they are managing multiple queues/teams. It takes some time to select their various filters that are relevant to them, every time they load a page. So it would be helpful for them to be able to select these combinations of default filters.

I should be able to create a second productive layer so that I can separate different types of productive events (e.g., email schedules and Live Messaging) into their own layers. This would allow me to easily drag and drop one type of event on top of another and make adjustments without disrupting the original layer. For example, I could maintain a consistent base layer of email schedules while independently managing Live Messaging events on a separate layer.

I should be able to automatically sync an agent’s status with their Assembled schedule — for example, if an agent is scheduled for "Chat" in Assembled, their Zendesk status should update to "Chats & Emails", and if they’re scheduled for "Lunch", their Zendesk status should reflect "Lunch".