Gary Jones

Hi there,

I want to reinforce Aaron Doane's request and reasoning. We've just encountered the same issue—users who aren't part of Support, such as new employees onboarding to Zendesk or those doing temporary Support rotations, are automatically added to our WFM Allow List. This is frustrating because we enabled the allow list specifically to prevent non-Support users from cluttering our data.

These users aren’t being scheduled, their time doesn’t need tracking, we don’t need to manage their groups, and we certainly don’t want them skewing reports and metrics. The allow list would be far more helpful if it remained manually curated rather than automatically updated in a way that undermines its purpose.

Could this behaviour be reconsidered? It would be much more effective if only explicitly added users were included.

Thanks!

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)
At least for the scheduled hours field, the total time is automatically converted into the highest unit possible. For instance: 25.5 hours would be shown as 1d 1h 30m.

This doesn't always make sense, and it can make the report harder to read, since some values are in hours, and some in days. I'd like the option to pick what unit / format a time column in a report will appear as e.g. 25.5 hours is shown as 25.5 hours, so it can be compared to 23 and 30.25 hours, for instance, rather than 1d 1h 30m, 23h, and 1d 6h 15m.
 

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

Easier reading, comprehension, and comparison of time totals in reports, especially when exported - a consistent decimalised unit.
 

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)

It's not the biggest problem, but a feature that allowed the choice of unit format would be a QOL improvement for those reading reports.

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

There's not an easy workaround - it's just harder to read some time columns that cross time unit boundaries.
 

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

Any time column would allow a format to be picked just for that column, like you might have for a spreadsheet.

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.