34
VOTE
Status
Launched
Categories
Teammate availability
Workforce management
Created by
Guest
Created on
Feb 16, 2021
RELATED IDEAS
Improvements to Shift scheduling
Rather than only supporting recurring weekly shifts, add calendar shifts so that customers can plan holidays, changes in schedule week over week, etc.
Hi, my name is Fred, and I’m part of the Product team here at Front. We just released our new Workforce Management (WFM) feature, which offers a solution for this specific request. It allows configuring custom shifts for any inbox and teammate, with assignment rules following this new shift logic.
Have a look and let us know if you need any additional details!
It would also be nice to make the reassignment of tickets when responses come in outside a shift optional. We want to be able to only measure teammates SLAs when they are on shift, but that currently requires that any responses that come in after their shift to be reassigned which we don't want.