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  1. The ability to display 'Leave Allowance' on the Agent dashboard, keeping the agent mindful of their allowance as well as leave taken to date (which is already displayed)

    4 votes

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  2. Leadtech team would like that the agent does not have any limitation to change their status after the scheduled time, so that they can fulfill all the tasks assigned for that day.

    For example: the agent started their shift at 09:30 (because of the flexibility they have to start between 7:00 am and 9:30 am), the agent should be able to execute the tasks scheduled in the period 07h-09h30 at the end of their shift.

    4 votes

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    0 comments  ·  Others  ·  Admin →
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  3. DST poses challenges each spring and fall due to our teams spanning three time zones: North America, Mexico, and EMEA. This year, EMEA switched on Oct 30, North America will switch on Nov 6, while Mexico remains unchanged. To align our support hours, we require a customized Mexico shift synchronized with North America's DST change to streamline scheduling and recurring events.

    3 votes

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    1 comment  ·  Scheduling  ·  Admin →
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  4. Ability to save the filter settings in a leave request search when using the back function

    4 votes

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  5. It would be a great for bussines needs feature if our agents could select the calendar they want to use when creating our leaves, as some of our agents work different timezones and the request matches their local timezone when reviewing/approving the leaves it makes it difficult.

    3 votes

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  6. When an admin adjusts someone's shift in the Manage Roster section, the event such as coaching or meeting moves with the shift. Could we offer a pop up to occur if someone tried to slide a shift with a meeting event on it, to ask if they want to lock the event or move it with the shift?

    9 votes

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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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  7. Ability to allow agents to cancel their own leave requests after they have already been approved. Currently this needs to be done by an admin. Canceling a leave request should generate a notification to the WFM/lead (FYI only).

    1 vote

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  8. When user leaves their Playvox WFM page on idly and got timed out, when they resume and try to do something, it immediately brings them to a 404 page

    2 votes

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    0 comments  ·  Others  ·  Admin →
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  9. Allow for mass deletion of shifts rather than having to click the 'x' for each one by one.

    2 votes

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    0 comments  ·  Scheduling  ·  Admin →
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  10. The ability to manage backlog of email/tickets within the tool and then distribute this as part of the forecast/roster.

    2 votes

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    0 comments  ·  Forecasting  ·  Admin →
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  11. Can we please look at introducing the re-optimisation of rosters that includes current active schedules as well as future schedules for the day that have not yet started. Planners want to be able to react to real-time conditions in the Performance Summary Dashboard for example and re-optimise based on that.

    1 vote

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    1 comment  ·  Scheduling  ·  Admin →
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  12. I want to be able to enter leave on the Real Time screen as this is the easiest place to enter partial absent. Currently, you can edit Actual Events, allowing us to enter Rostered leave eliminates the need to move between screens for what should be a simple data entry.

    4 votes

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  13. We'd like to be able to schedule changes in bulk by either having the option to schedule a import to "go live" on a certain date OR being able to make a changes to a group of users are the same time and schedule that change to go into effect on a certain date.
    This would help us ensure that things like group/team changes, schedules, availabilities, shift templates, roles, etc are done prepped for the change date without having to schedule each agent individually for that change.

    2 votes

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  14. Ability to customize what timeframe is used to calculate agent or team metrics in the My Team Metrics/My Metrics/How are we doing today? sections of the agent dashboard (ie. week to date vs current day)

    5 votes

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    Acknowleged  ·  0 comments  ·  Metrics  ·  Admin →
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  15. The ability to have notifications sent to manager when agents opt in to tasks from the Opt In hours feature. We don't need this for every Opt In policy but would be nice to have the ability to info or request approval for certain instances.

    1 vote

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    0 comments  ·  Scheduling  ·  Admin →
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  16. I am often getting questions about how to log in to the Help Center.The log in process to the Help Center is not intuitive, requiring copy pasting the WFM URL (even if the user comes from Playvox by clicking on Help), then clicking on Log in with SSO (even if the user is already logged in to Playvox).
    The process id described here: https://help-wfm.playvox.com/hc/en-us/articles/19348573830419-How-Do-I-Access-the-Help-Center-
    At least for users already logged in to Playvox, they should just click on Help and be taken to the Help Center, without additional login.

    Another issue is that not all users have access to the…

    1 vote

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    0 comments  ·  Others  ·  Admin →
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  17. Current definition for utilisation is: Actual productive duration / actual paid duration. However, a client would like to see an alternative metric for calculating utilisation: total handle time / actual paid tasks

    1 vote

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    0 comments  ·  Metrics  ·  Admin →
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  18. Could we look at possibly including some kind of message popping up when a new user profile is about to be finalised and created?

    We recently had a new starter who shares the same name as an existing user and at the point of creation we didn't have any other info (email address etc) apart from their name.

    When it came to creating that new profile it effectively took over that of the existing user and deleted all of their shifts from roster (new agent was hired into a different department) etc.

    So the proposal/suggestion would be in these rare…

    1 vote

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    0 comments  ·  Others  ·  Admin →
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  19. Create the ability for Slack Alerts to allow Supervisors and Admins to set alerts that produce insights into which agents are below/above certain metric thresholds.
    Today, I am an Admin and I cannot create a Slack notification to tell me what users are below 80% Adherence throughout the day.
    Attaching support thread where this was discussed.

    1 vote

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    0 comments  ·  Metrics  ·  Admin →
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  20. Have the ability to provision users via OKTA without needing to manually add/deactivate them.
    - onboard/offboard
    - Transition Teams
    - Update roles as needed

    1 vote

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