500 results found
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New Report: Be able to select a task e.g. training and see all tasks by agent name and time within a given range
As I mentioned in the summary, I'd like to be able to select a task e.g. training and see all tasks by agent name and time within a given date range
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1 vote
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1 vote
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Add Forecast Volume to the workstream analysis report as a metric that can be displayed in the report's summary, like inbound volume
Ability to pull the graphical information of the forecast into a target circle to display next to the inbound volume by channel for cleaner view to share with execs in the workstream analysis report.
This would be the same as being able pull the target circles of Inbound volume, abandon, ASA, Service level.
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1 vote
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Add a 'No Grouping' settings option to the Workstream Analysis
This settings option would allow for the data to be rolled up in an aggregated view across the selected workstream & teams, so we could get a high level view of key KPIs like CSAT.
1 vote -
When adding a task that will overwrite a break
add a flag or pop up to alert the editor to that fact so they know they need to replace the break
1 vote -
Add improvements to the Daily Performance Report (Pin header columns, add columns to the table)
Have an option to 'pin' the columns to the top of the Daily Performance Metrics table, so I don't get lost when scrolling through the table.
Make the export button for the table more noticeable.
Add the column Rostered FTE Vs. Forecast FTE (for when I'm looking at the report in advance)
Add the column Actual FTE Vs. Forecast FTE (for when I'm doing an after the fact review of how they did on that day)
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Improve searching with user tags (they have to be typed in full in exact spelling to show right now).
Can we make user tags a dropdown / selectable list or display available tags when you start typing? This is for reports and the user profile.
1 vote -
Seperate the 'Update Task' option from adding an Adherence Exception on Work Summary
When adding out of adherence exceptions, the update task option is available.
Updating a task via out of adherence blocks allows you to change the actual tasks of an agent to match the rostered tasks to eliminate the out of adherence period.
Adding an adherence exception allows you to excuse an out of adherence period for a user without changing their actual tasks.
These two functionalities are different and should be seperate to avoid confusion.
1 vote -
SAV(Single Agent View):
Want to be able to edit at the task level in this page and update all breaks for each day and Save. Currently no save button on this page
1 vote -
Add an attribute to the shift to allow the pay period to be displayed,
must be able to set the pay period based on the roster so some kind of config on the roster page is required too
1 vote -
Optimise: Instead of just saying "624" shifts are optimised, it could say "624 shifts, 142 lunches, 47 tasks"
as its very difficult to see if anything has changed? or highlighting in the roster what has moved?
1 vote -
Maintain Consistent Shrinkage During Optimisation
Shrinkage applied at the workplan level should be taken into account when optimising for lunch and breaks. But instead it is ignored and safeguards that have been put in place to reduce impact to SLA are removed which is causing significant manual work.
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Improved Minimum Thresholds on Roster Generation
Improve or enforce stricter rules around how long a task can be. Currently the generation will create tasks in the 15-30 minute range surrounded by other tasks. If we can enforce a task should be X amount of time at a minimum this will reduce manual work for adjusting these small tasks.
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Business Metrics Improvement
Business metrics available on the Playvox landing page after login are based on Team.
A user must currently be a member of a team for the team’s configured Business Metrics to display to them.
This improvement requests that Business Metrics configured for a Team also appear for the team leader and the team manager.
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Ability to export the forecast in different intervals
Clear review of over/understaffing forecasted / The ability to export Forecasted HC vs Required HC at different intervals instead of just 15 mins (i.e. 30 min, hourly, daily, etc)
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Schedule Task Details - Team Information
It would be great if we could see accurate team information when drilling down into User / Date in the report.
0 votes -
Permissions: User Management by Groups/Teams
Have the ability to restrict access to the user management page to only the agents in the Groups/Teams you are granted access to
Also to add an override permission for the Super admins who should be able to see all users (Similar to the override for manage roster)0 votes -
Remove option to run roster for more than 4 weeks
We have some existing customer who already run a 4 week roster but with smaller user numbers, running a 4 week roster is not great once you have more than 100 agents involved. We should restrict the current 'Frequency / Duration to generate roster in (Weeks)' drop down (which currently allows up to 8 weeks) to 2 weeks for all new site builds if that is possible.
0 votesThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
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