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  1. When an admin adjusts someone's shift in the Manage Roster section, the event such as coaching or meeting moves with the shift. Could we offer a pop up to occur if someone tried to slide a shift with a meeting event on it, to ask if they want to lock the event or move it with the shift?

    8 votes

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  2. Once a new recurring event is added to a roster config, the ability to add those events to already generated rosters without re-generating the roster (ie. with the optimize roster button). Currently you have to add each event individually even when they are in the roster, or regenerate and completely lose any manual changes you've made to a roster

    3 votes

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  3. Ability to revert to any previously published shift from changelog

    3 votes

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  4. A button or just a field that we can set the number of slots that will apply for the whole day/week instead of manually filling up every interval

    Reason -> OTs are usually open for the whole day hence doing this is a tedious job

    2 votes

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  5. When a shift is removed from the roster management page (sometimes in error), the all associated data is wiped out. From what I understand, "actuals and occupancy are tied to the shift ID, which is a unique ID generated by the application during roster generation." Once an agent's scheduled is mistakenly deleted the agent's schedule and shift ID are removed along with all the metric that were attached to it. When we add a schedule back to the agent, the new shift ID is created but does not marry the metrics already in process or recorded.

    This affects the agent's…

    2 votes

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  6. To have keyboard shortcuts enabled, for copy, paste, delete and other shortcuts for scheduling events

    2 votes

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  7. I have a prospect that is a 24 x 7 operation. They have a number of shifts that run across midnight e.g. 10pm-6am, midnight-8am etc; They are wanting to apply pay categories accordingly and automatically. We do not tie shifts to overtime today, it's tasks only and is done in 'manage roster' through additional hours or added manually. Could we potentially look at adding these at the shift template level and then set those overnight agents to their own template?

    1 vote

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  8. Right now when you add events in the roster config feature, you cannot set an end date. If I have a recurring event that will happen for just a week or a month, I would like to set it for only that week/month. As it is, I have to create the event, set it to start on the start date, and then delete it after all rosters are generated with it (and hope I don't have to regen). Alternatively, I can create separate events for each date, but this is very time consuming and leaves a lot of room for…

    1 vote

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  9. On the roster configuration page, when you are adding a policy, you cannot add business roles that are associated with team members who are not yet active.

    For example, I have 2 teams on a roster: 1 is working chat, 1 is working voice. They are on different workloads, and they are starting at different times. The chat group is starting next week. Their team is added to the roster and their users are in PV with next week start dates, but I cannot add the Chat business role to the policy for chat in the roster config because they…

    1 vote

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  10. Ability to automatically transfer shifts content when a user is transferred to a team belonging to a different roster already generated.

    Today the team change is automatically done by the system but we have to cancel all shifts on the old roster and to create all shifts on the new roster (see enclosed document as example).

    3 votes

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  11. Currently the bulk add new task will ignore any agents that have a task that you don't want overridden but it would be helpful to have the tool allow you to add a task that extends through the break or lunches (or other specified) tasks without covering those tasks and not ignore those agents from the update.

    1 vote

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  12. To have Manage Roster remove all other agent rosters similar to when filtering by team, user, etc. when you use the filter options on the right hand menu filtering by workload and tasks.

    1 vote

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  13. We'd love to see a system of being able to have tasks assigned a tiered rating, so some would supercede others.

    For example, if staff had to go through a piece mandatory training then the training task planned into their schedule would rank higher than any other task. So if a member of staff would then want to book that day off as AL where their training would be scheduled if availability allowed, then instead of auto approving, it would go into pending instead. This would then give us the opportunity to have meaningful discussions with relevant parties to check…

    1 vote

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  14. Would be amazing to set rules for breaks so they cannot break legal requirements

    1 vote

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  15. Sometimes agents are wrongly not included in schedules (incorrect config, wrongly added end date) and so schedules need to be added back for them after rosters have been published. With hundreds of agents, this process can be very time consuming. The only way for automated schedules to be created for them would be to regenerate the roster, which would mess up schedules and data for all of the other agents.

    It would be hugely useful to be able to select agent(s) and click a button that auto-generates schedules onto an existing roster for the selected users. This would solve a…

    1 vote

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  16. While manually editing the roster you can currently filter by name, team, business role, user location and user tag which is really useful, but it would improve the experience so much more if there was also the option to exclude certain users.

    ie. filter by 'Team A', exclude 'Business Role 1'

    1 vote

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  17. Create a feature where on demand events (coachings/trainings) can be scheduled around an event participant's schedule (ie. Leaders/Trainers).

    2 votes

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  18. We're in the process of pulling together the logistics of being able to generate and publish our rosters for the remainder of the year.

    However given the size of our main roster, it does take between 45/55mins to generate one and sometimes results in it timing out.

    As a potential future feature, we would love to see a Roster Generation queuing function built in to enable us to stack all the rosters we wish to generate. We'd then have them begin generating at a defined point in time (end of day/working week) so they can effectively generate in the background…

    3 votes

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  19. Shrink is visible on the coverage graph when no task is selected. However, when a workload task is selected, we do not see the shrink for that particular task. It is calculated in the effective roster number, however clients want to see the shrink by interval, even when selecting a specific task.

    1 vote

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  20. Add functionality to restrict Additional Hours to cap the user on total rostered hours each day. For instance, if the agent has an 8 hour shift already and WFM posts OT allowing for up to 8 hour max (max of 8 intended for users who don't already have a shift for the day) to limit the user to only picking up 4 hours so they get capped at 12 total hours per day.

    6 votes

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