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SEIZE Integration

Description

Integrates with SEIZE workforce management to synchronise agent schedules, planned breaks, and shrinkage events with the routing engine. Prevents contacts from being routed to agents who are scheduled off-queue without requiring manual state changes.

Canonical use case

A utility company uses SEIZE schedules to automatically take agents off routing queues during planned training blocks, with no supervisor intervention required.

Open Items

  • [ ] Canon alignment — populate canon_axiom_refs or confirm no existing axiom applies
  • [ ] Dependency assessment — set dependencies_assessed: true once SA has reviewed the full chain
  • [ ] effort_estimate — replace 0 with rough engineering days (order of magnitude)
  • [ ] public_description — write the public-facing description before publishing