Published: 19 December 2023
New Features
PTO requests - Self Service capabilities empower your team members by giving them greater control and flexibility in managing their schedules. Beyond benefiting individual agents by promoting autonomy and work-life balance, this feature streamlines administrative processes, boosting operational efficiency for contact center management.
Changes and Improvements
Organization structure - This functionality allows supervisors to manage the agents who belong to the teams that they have assigned in User Management.
Fixed Issues
|
Reference number |
Description |
|---|---|
|
WFM-3274 |
PTO requests - Supervisor view - Manage Request |
|
WFM-3414 |
PTO requests - Agent view - Submit PTO Request |
|
WFM-3415 |
PTO requests - Agent view - Manage PTO Requests |
|
WFM-3416 |
PTO requests - Supervisor view - Filters |
|
WFM-3417 |
PTO requests - Supervisor view - Table with PTO Requests |
|
WFM-3418 |
PTO requests - Scheduling Composer |
|
WFM-3461 |
Agent Portal - Self Service |
|
WFM-3558 |
WFM Adjustments |
|
WFM-3607 |
PTO Requests - Email Notification |
|
WFM-3637 |
Usage Analytics - implementation in WFM |
|
WFM-2569 |
Organizational Hierarchy - Administration |
|
WFM-3459 |
Organizational Hierarchy - Scheduling |
|
WFM-3460 |
Organizational Hierarchy - Schedule Adherence |