Feature Request - Audit Trail for Schedule Updates / New Option for Roles and Permissions

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

With the current “Roles and Permissions” settings if someone has access to view schedules will also have the option to modify them (e.g. team managers). Since scheduling is a crucial part of the capacity planning model, this lack of limitation creates a risk because it is not possible to track who change intraday activities (productive times, meetings, etc.).

What problem do you see this solving? (1-2 sentences) 

Having an audit trail will help WFM teams to have a better control of schedule changes and make accountable those who are not supposed to be changing schedules. 

The other functional option would be to have a new role profile or option to allow users to view schedules but not to modify them.

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

On a weekly basis, we encounter situations where schedules were modified but we can't control who's doing it. This is impacting our coverage and creating potential capacity gaps by reducing our productive staff at some intervals. 

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

Yes, we run daily check-ups to ensure schedules are accurate, however, this workaround is totally manual and we need to invest valuable time on it. 

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

1. An audit trail page showing who and when schedules were updated.

2. New option for roles to separate between viewing schedules and modifying schedules (example attached)