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Scheduled Hours report for future dates



Posted Nov 14, 2024

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)
I would like to have a report that shows the agent name and the total number of scheduled hours over a date range, including and mainly for future dates. Ideally, the date range could even allow for groups - i.e. total scheduled hours for ISO week 43, week 44, week 45, etc.

 

Agents and admins should be able to access this report, to ensure they have scheduled a sufficient number of hours each week.
 

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

Our business asks that agents schedule themselves for 25 hours of customer-facing activity per week, and a report like this would avoid manual toil in counting up hours.
 

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)

This is an ongoing problem for us. Team leads (and agents) have to manually count hours for upcoming weeks in WFM, which can be as frequently as daily when changes are being made.


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

While a duplication of the Systems Report can show scheduled hours from today or previously, that doesn't help ensure compliance with the expectations for future weeks. Our current process involves spreadsheets, CSV data, Google Apps Scripts, and a generated weekly summary sheet., which means it's not live data. We're not able to use the auto-scheduling feature at this time.
 

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

If Scheduled Hours were available in Custom Reports and those reports allowed for future dates, then this would be enough to get it working and reading from the live data.


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2 comments

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Emily Reidy

Community Product Feedback Specialist

Hey Gary,
 
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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We completely align with this request and are also looking for this functionality. Having a report that shows total scheduled hours for agents over customizable date ranges (including future dates) would greatly streamline our processes and reduce manual effort. This enhancement would be incredibly valuable for ensuring compliance with scheduling expectations in a more efficient and accurate way.

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