We’d love to see some improvements to Workforce that would make it more practical and efficient for day-to-day workforce planning:
- Agent self-service and requests: Allow agents to submit schedule-related requests directly in Workforce, such as absence, shift swaps, and meetings. Requests could follow an approval flow, for example a shift swap being accepted by another agent before going to the manager for final approval. Once approved, the schedule should update automatically, reducing manual work for managers.
-
Notify agents about upcoming scheduled activities, such as lunch, and when changes are made to their schedule. Ideally, notifications could be delivered directly in Intercom or through calendar integrations, helping agents stay updated without having to constantly check their schedule.
- Add the ability to import schedules from external systems or setups, rather than only being able to export schedules.
- Make it quicker and easier to add and manage activities in the schedule.
- Improve the functionality for copying repetitive activities from one teammate to another. Make it easier to move and copy activities directly in the schedule using drag and drop, including shortcuts such as Shift/command + drag to copy an activity instead of moving it.
-
Make it easier to apply templates over longer periods with a more visual way of selecting when a template should be used, rather than having to work with individual dates. In addition to repeating a template for a set number of weeks, we’d like more flexible recurrence options, such as every second, third, or fourth week.
These improvements would make it easier to use Workforce.