Workforce Management

In the current Time Off Rules, can we add a date range in the Affected request dates section? It’s quite tedious to list down all dates of full months since the options are only for all dates, day(s) of the week, and specific date(s). I attached a screenshot of the section I’m referring to.

Currently it is only possible to export time off requests.

It would be nice if I could create a rule to prevent PTO time off requests during days/weeks where our volume is historically high, based on the forecast.

I should be able to limit what type of timeoff agents can request when they submit a timeoff request

Right now, if a request is approved then cancelled later, it wipes out the schedule that that person would have had normally. This can be frustrating when you are trying to assign that person their schedule for the day, since you may not remember what they'd usually be scheduled to do.

Currently, the “Time off balance used” calculation on time-off requests does not account for shift exclusions, leading to confusion. For example, an “all-day” time off request shows 8.5 hours deducted from the balance, even though only 8 hours are used due to the exclusion.

Time off rules should allow for time-specific restrictions, similar to VTO. Time off rules currently only cap total approvals per day (e.g., 5 agents/day) and cannot enforce time-block restrictions (e.g., limiting time-off approvals to 1 agent from 9:00 AM to 11:00 AM). Adding this flexibility would help maintain staffing levels during critical time periods.

Would be helpful to be able to set time-off rules that restrict requests for specific weeks (e.g., the current or upcoming week) rather than using a rolling day count.

Currently, our agents have edit permissions for sick events so they can create sick blocks without needing the requests approved. However - they're unable to do this if they have events scheduled on that day. It would be nice if we had an option to overwrite this behavior so agents could schedule over time blocks with events scheduled.

End-user experience:: When a user requests time off for a restricted day, the "Constraints" messaging can easily be missed, and it isn't clear why the user is not permitted to submit their request. We request to highlight the "Constraints" section with an icon or anything to make it stand out and provide custom messaging to inform the user why the day is not permitted (per the time off rule set). This will reduce end-user confusion and limit back-and-forth conversations with management on why the restriction is in place.