Lock agents into a set channel order by time of day
G
Global Possum
Some agents have accommodations that require them to work channels in a fixed order at set times of day, for example phones in the morning and email in the afternoon. There's no way to enforce this in scheduling today, so the team edits each of these agents' schedules by hand on the staffing timeline. They'd like to set a time-of-day channel sequence for specific agents and have scheduling follow it automatically. This would cut down on manual edits and keep accommodated agents' schedules compliant.