Starter · Part of Workforce Management
Workforce shift eligibility gates customer-conversation assignment
An agent on lunch can't get assigned a customer chat; an agent off-shift can't get pushed a ticket. The schedule is the source of truth for who's reachable, and routing respects it.
For the operator
The schedule record is the authoritative presence signal consumed by the routing and conversation-assignment layers — an agent on a meal break isn't reachable, an agent off-shift isn't on the queue, an agent in a training block doesn't get a chat dropped on them. Routing reads the schedule directly rather than guessing from agent-state pings, which means the scheduler's grid is what's actually true on the floor. No more "why did this customer get queued to someone on lunch."
Business impact
Mis-routed conversations are one of the cleanest correlations to CSAT degradation and SLA penalty there is — every customer who waits for an unreachable agent is a measurable cost in both directions. Tying assignment to the source-of-truth schedule eliminates that failure mode entirely and removes the cycle of reactive routing rules supervisors layer on top of broken presence data. It also closes a discrepancy that creates client-billing disputes when on-shift hours don't match conversation-handled hours.