In Workforce Management (WFM) within Copilot Service Workspace, the Assigned Shifts view does not provide sorting capabilities based on operational scheduling criteria such as shift start time, shift end time, meal start time, or break start time.

As a result, supervisors and workforce planners cannot easily organize assigned shifts according to the most relevant schedule information, making shift management and planning less efficient.

Requested Enhancement

Introduce configurable sorting options for the Assigned Shifts view similar to those available in traditional workforce management solutions.

Suggested sorting options include:

• Earliest shift start time
• Latest shift start time
• Earliest shift end time
• Latest shift end time
• Earliest meal start time
• Latest meal start time
• Earliest break start time
• Latest break start time
• Remember selected sort order between sessions

Business Value

Workforce planners and supervisors frequently need to review and manage large numbers of assigned shifts. The ability to sort shifts based on schedule-related criteria would:

• Improve schedule visibility and operational planning.
• Allow supervisors to quickly identify early, late, or overlapping shifts.
• Simplify monitoring of meal and break distributions across agents.
• Reduce manual effort when reviewing schedules.
• Enhance the overall Workforce Management user experience.

Example Use Case

A supervisor managing hundreds of agents needs to quickly identify employees with the earliest shift start times or review break schedules throughout the day. Providing sorting options directly within the Assigned Shifts view would significantly improve efficiency and scheduling accuracy.