Workforce management

Request Provide deeper analytics for the Workforce Management solution, including metrics like login times, shift adherence, and scheduling data.

Problem Sales teams that mix direct and group emails need a way to indicate a teammate is busy without stopping all incoming mail. Currently, Shifts only supports out-of-office status, which stops all email routing. Request Add a Busy status to Sh...

Problem Staffing goals are currently set by manual estimates, which may not reflect actual workload patterns and can lead to over or under-staffing. Request Use analysis of historic ticket volumes to automatically forecast staffing goals instead o...

Problem When filtering the schedule by inbox, all teammates are still shown, including those without access to the filtered inbox, causing confusion. Request When an inbox filter is applied, show only teammates with access to that inbox.

Problem Out-of-office status set in Google Calendar doesn't automatically update in Front, requiring manual sync. Request Automatically sync out-of-office status from Google Calendar and other calendar services to Front.

Request Automatically set teammates to 'Busy' status X minutes before the end of their shift, allowing them to finish work without receiving new conversation assignments. Teammates can still manually accept new conversations if desired.

Problem Round-robin assignment only works with individual teammates or static groups, not with shifts. Teams with rotating roles and overlapping schedules can't route inbound conversations based on who's currently on shift. Request Support shift-b...

Problem SLAs and response times are impacted when the team is unavailable during lunch or other breaks in the workday. Request Support multiple periods of business hours within a single day so teams can define non-contiguous working windows.

Problem Staffing goals can only be set at daily level, but teams need visibility on how many people are needed at different times throughout the day to optimize coverage and scheduling. Request Allow staffing goals to be set at the hour level so t...

Request Organize and manage work shifts at the teammate group level.