S
Superb Koi
When using Schedule Assistant to generate schedules, approved PTO/time-off events are not included in the test schedule because PTO is only applied to the default schedule.
This means the generated schedule doesn’t reflect agents’ time off and requires manual workarounds.
Current workaround
Teams must either:
  • Manually apply a PTO template to the test schedule, or
  • Use Schedule Generation, which automatically incorporates time-off events.
Suggestion
Allow approved PTO/time-off events to automatically carry over to test schedules generated by Schedule Assistant so schedules more accurately reflect agent availability and reduce manual steps.