Time-off request overlapping published schedule — no validation error shown

An agent submitted a time-off request that overlaps with a published schedule, and the system didn’t throw any validation error.

In the Salesforce managed package, we display the agent’s schedule alongside their GC profile. The agent clearly had a shift scheduled for Tuesday, but the time-off request for the same day was approved automatically. Shouldn’t the system warn the supervisor?

This creates a nightmare for our gamification metrics.

If an agent is marked as ‘Time Off’ but their schedule still shows an active shift, the system counts them as non-adherent for the entire day. Their gamification score drops, and HR receives a false flag. We had to manually adjust 15 agents’ scores last month because of this overlap issue.