Thanks to your feedback we created a new scheduling mode which tells the algorithm to build agents' schedules only using combined workstreams.
The feature has been released to all EAP participants on: January 14, 2026.
What exactly is changing?
As mentioned, there is a new scheduling mode available for you to enable in Workstreams → Scheduling Settings → Schedule combined workstreams. By default it is deactivated.
The current and default behavior: When generating schedules, the algorithm decides whether it’s best to schedule a user for a single workstream or a combined workstream for that specific period to ensure the most efficient resource allocation based on the forecast and workstream availability.
New mode behavior: If the new mode is activated, the scheduling algorithm uses only combined workstreams when creating a schedule. It will consider any individual workstreams that are not part of any combined workstream afterwards.
General tasks and workstreams defined in your intraday variants are still scheduled as defined in your location shifts.
Good to know
By restricting the algorithm to use combined workstreams only you may notice periodical overstaffing for the workstreams that have lower forecasted demand.
This inefficiency comes from scheduling combined workstreams (which covers multiple workstreams) in periods where one of the composing workstreams is already completely staffed. Naturally, because the algorithm is restricted to using only combined workstreams, it will aim to schedule them until all composing workstreams’ forecasted requirements are met.
Reminder on the staffing numbers calculation logic
The system equally spreads agent’s work hours across the composing workstreams when scheduled for a combined workstream. Read more in the latest post about the staffing distribution update.
Future improvements
One of the future improvements we have in mind is to allow managers to specify custom percentages for distribution instead of equal distribution. You’d be able to set 70/30 or any desired proportion, making your staffing numbers more aligned with the way you define combined workstreams.
We highly value your feedback during the early access stage. Insights and suggestions are crucial for us, not only to improve the feature before its release but also to continue improving it after. Your input helps create a better experience for everyone.
Thank you!