Release notes for Workforce Management

Upcoming Release

Details about upcoming releases will be posted as they become available.

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Current Release

September 16, 2023

Changes to existing features

• Change week picker to day picker
  The week picker on the Schedules page has been change to a day picker, so admins can select a specific day on the calendar and jump to that day on the schedule.

New and enhanced features

• Admin features
  • Enhancements to Schedules page
    There are several enhancements to the Schedules page to improve the admin experience:
    • By default, the schedule defaults to the current day.
    • All agents in the scheduling group are listed, regardless of whether a schedule has been generated for them.
    • Admins can use arrow keys to scroll left and right.
  • Account-level timezone
    Account owners and admins can set a global default timezone to standardize reporting and determine the timezone for scheduling when a user's timezone has not been set.
  • Import historical queue data
    Account owners and admins can import a CSV containing third-party historical queue interval data to be used in forecasting and reporting.

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Previous Releases

August 19, 2023

New and enhanced features

• Admin features
  • Enhanced schedule page experience
    To improve the schedule page UI, critical elements like net staffing, interval identifiers, filters, and search remain fixed at the top when scrolling. This enhancement addresses the issue of losing visibility and interaction with key components when scrolling down on the schedules page.
  • Time and date preferences
    Account owners and admins can choose their preferred time and date formats.
  • Enhanced Timezone configuration
    Account owners and admins can set a default global timezone for standardized reporting and scheduling. This solves the challenge of inconsistent report data and UTC-based scheduling.
  • Default shift activity
    Account owners and admins can easily edit default shift activities and edit the activity's length, and move or delete it. This provides greater flexibility over agent scheduling.
  • View historical scheduling group interval data in forecasting
    Account owners and admins can easily visualize interval-based historical data metrics used for forecasting in day-to-month granularity, and customizable date ranges.