Per-agent enrollment limit:

An individual agent can enroll in up to eight opportunities within the same hour. For example, between 09:00 and 10:00. This limit applies to both automatic and manual approval. The system enforces this limit to prevent excessive enrollment within short timeframes.

Business unit enrollment throughput limit:

Each business unit can process up to 24,000 enrollments per hour. This limit represents the total number of enrollment actions processed across the Business Unit within a one-hour period (for example, between 09:00 and 10:00). It includes both manual and automatic approvals. The system enforces this throughput limit to protect performance during high-demand enrollment events.

Opportunity creation limit:

Schedulers can create up to 25 opportunities per business unit within the same hour period (for example, between 09:00 and 10:00). If you enable Split into multiple Opportunities option, the system counts each resulting opportunity toward this limit.

Opportunities treated as external activities

When the system approves an opportunity, it adds the selected on-queue activity to the schedule and treats it as an external activity.

As a result:

• Rescheduling processes do not modify opportunity activities.
• Certain scheduling workflows can be restricted if an opportunity exists on the shift.

This approach ensures that approved opportunities remain stable once assigned.

Shift trades

If a shift includes an approved opportunity activity, the system does not allow shift trades for that shift. This restriction prevents the accidental removal or transfer of approved opportunity time.

Rescheduling behavior

If a shift includes an opportunity activity:

• The system can restrict rescheduling actions.
• The system does not automatically move the opportunity activity.

Even if the reschedule window does not overlap the opportunity timeframe, the system can still block rescheduling due to the presence of an external activity.

Do not remove opportunity activities in the schedule editor

Manage opportunities through the Enrollments tab. Do not remove the opportunity activity directly in the Schedule Editor. This action:

• Does not mark the enrollment as Denied.
• Breaks the link between the opportunity and the scheduled activity.
• Can create inconsistencies in reporting and enrollment records.

To remove an approved opportunity correctly, change the enrollment status from Approved to Denied in the Enrollments tab.

Remove an approved opportunity from the schedule

When a scheduler changes an approved opportunity to Denied, the system removes the associated on-queue activity from the agent’s schedule. How the schedule adjusts depends on the opportunity’s position within the shift.

Opportunity between two activities

If the opportunity sits between two scheduled activities, for example:

• Activity A
• Opportunity (30 minutes)
• Activity B

When the system removes the opportunity, it fills the gap with Unavailable time. 

For example:

• 09:00–09:30 Activity A.
• 09:30–10:00 Opportunity.
• 10:00–10:30 Activity B.

After removal:

• 09:00–09:30 Activity A.
• 09:30–10:00 Unavailable.
• 10:00–10:30 Activity B.

This prevents unintended split shifts and maintains schedule continuity.

Opportunity at the start or end of a shift

The opportunity is at the beginning or end of a shift:

• The system shortens the shift when it removes the opportunity.
  • If the opportunity exists as a stand-alone block outside a shift:
    • Removing it clears the time from the schedule.
    • No backfill occurs.
  • If the opportunity is at the beginning or end of a shift:
    • The system shortens the shift when it removes the opportunity.
    • The system does not backfill the time with Unavailable.

Multiple consecutive opportunities

If an agent has multiple consecutive opportunities and the system removes one in the middle:

• The system replaces only the removed block with Unavailable (if it is between two activities).
• The system does not change the remaining opportunity blocks.

This behavior reduces fragmentation while preserving the overall schedule structure.

Published schedule requirement

Agents can view opportunities only when there is a published schedule in their business unit for that period of time.

Temporary Pending status with auto-approval

When auto-approval is enabled:

• The system automatically processes eligible agent submissions
• Requests may briefly appear as Pending, but typically remain in a Processing state while the system evaluates and completes the request
• Once processing completes, the system updates the status to Approved or Denied, depending on eligibility and available capacity
• The system continues processing requests until all spaces are filled

This behavior is expected.

Manual/automatic closure behavior

When a scheduler closes an opportunity manually or automatically:

• Approved enrollments remain Approved.
• The system marks pending enrollments as Denied.
• The system immediately changes the opportunity status to Closed.

This approach provides a controlled way to conclude enrollment activity when business needs change.

Operational considerations

Schedulers must:

• Monitor the Demand column during the Open stage to identify over-subscription early.
• Set enrollment deadlines early enough to allow manual review before the start time.
• Use clearly defined on-queue activity codes for accurate reporting.
• Avoid removing opportunity activities directly in the Schedule Editor.