Update for Workforce Management

New or enhanced feature

Admin features

User experience enhancements to forecasting grid

• The forecasting system in Workforce Management now automatically shifts to the first data set with non-zero values when it loads, instead of showing all zeros. This helps account owners and admins quickly find relevant data and improves their workflow.

Enhancements to scheduling API

• Workforce Management users can retrieve agent schedule information through a new API. The API returns details like agent name, date, scheduled time, paid time, activity details including name, ID, start and end times for each day's activities.

Automated approval of agent schedule trades

• Workforce Management admins can set rules for automated approval of agent schedule swaps. They can enable or disable rules such as limiting the number of swaps per week or month, and prohibiting specific agents or activity codes from participating in trades.