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 sync the WFM schedule to an Agent's Outlook calendar
What problem do you see this solving? (1-2 sentences)
- Accessibility issues - JAWS compatibility improvements are required for scheduling views and notifications. JAWS can read Slack notifications therefore, if the outlook integration is enabled this would provide a workaround to the accessibility issue with your WFM tool.
- Agents are missing their breaks and changes to next schedule event because the notification only displays for 4 seconds - which is not enough time to notice. Additionally, the notification is not sticky. If we can link the schedule to their Outlook Calendar, an additional notification and alert can be sent through Slack through the Slack / Outlook integration meaning greater possibility of the notification being seen by the Agent
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 problem happens on a daily basis. This is critical for our business because it impacts Agent adherence and accessibility.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
We have created a duplicate schedule in Outlook which mimics the WFM schedule - this requires significant manual effort.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
I would like the ability for the Agent to select if they want to Sync their WFM schedule to their Outlook Calendar, similar to what you have enabled for Google Calendar.
