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  1. While the roster has all the scheduling data, with a large team and many different tasks being scheduled, it can become difficult to consume that information. Adding different ways of consuming this information could help like:
    ● Coverage/capacity view, by different tasks.

    1 vote

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  2. Currently swapping is enabled only at the shift level (full day).
    As we are doing scheduling at the task level there is a need to have swaps done at this level, as often people swapping have different roles as it relates to the other tasks on their schedule (the ones they are not swapping).

    2 votes

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  3. As well as capturing the current handle time, which allows for concurrent handle time (and especially for tickets may be valid behaviour), it would be useful to capture the time that is busy time - ie the time that someone is working, regardless of the concurrency.

    This would allow the distinction of time spent not busy, regardless of concurrency.

    1 vote

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  4. 2 votes

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  5. 2 votes

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  6. 2 votes

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  7. 2 votes

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  8. 2 votes

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  9. 2 votes

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  10. Our team leads have said that it would be very helpful if, when their team members' leave request notification(s) comes through on Slack, they were able to click on it and be linked directly to the request in Playvox. Currently, once they receive the notification, they have to log into Playvox separately, find the request, then approve it.

    1 vote

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  11. Currently the backdating feature only works once, but if a customer creates new historic tags or identifies an issue later on, they're unable to re-backdate to re-align their historical data. This means their workstreams are no longer accurate and they have to wait and go from scratch or manually bulk import new volumes. Can the feature be improved that anytime a backdate is run it overwrites the old data completely and aligns all historic data to the corresponding workstreams as if it was freshly imported for the first time.

    1 vote

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  12. The ability to allow the system to generate the FTE requirement for the workloads for Chat and Phone based on historical arrival patterns, but to also have a fixed minimum requirement (ie. 1 or 2) to protect the workstream in the event that there's no requirement to guarantee that the workstream will still have some coverage. It would be helpful to not have the min requirement to be added to the historical forecast when the historical exceeds the min requirement, but only utilize the min when the requirement based on the forecast would fall below the min. required set.

    1 vote

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  13. Currently, the Roster displays in only one time zone, which is selected within the Roster. It would be much more user-friendly if agents, team leads, and others could see it in their local time zone.

    1 vote

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  14. Currently, in the Roster under Events, we have to use the arrows to click an event every single time we want to move it up or down one priority #. This gets very tedious with a lot of events on the roster and if we want to move them up or down in priority significantly. Here's a recording of what I mean: view.thnk.cc/BluW51R6

    It would be much easier if there was some way to drag and drop events to a different priority, or change the priority number.

    1 vote

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  15. Playvox is typically generated only a few weeks in advance (to minimize managing schedule changes). Today we are managing advance scheduling outside of Playvox and adding it at the time the roster is generated.
    A method of handling this type of advance scheduling would be beneficial.

    1 vote

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  16. An update of the event management interface could make this much easier (e.g. a table format of events, with configurable columns/fields, which can be filtered and sorted).

    1 vote

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  17. In the current implementation, when a leave request is cancelled, the leave task is removed from the roster without restoring the tasks that were there before the leave was cancelled. This results in the person not being scheduled at all for that day.

    Cancelling a leave request should result in restoring the tasks to whatever they were before the leave was added, or to what they would be if the roster was generated (in case the leave already existed at the time of the oyster generation).

    1 vote

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  18. While the roster has all the scheduling data, with a large team and many different tasks being scheduled, it can become difficult to consume that information. Adding different ways of consuming this information could help like:
    ● Who is on deck view, that shows who is currently available (or out-of-office), and being able to filter and group this by various fields.

    1 vote

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  19. While the roster has all the scheduling data, with a large team and many different tasks being scheduled, it can become difficult to consume that information. Adding different ways of consuming this information could help like:
    ● Calendar/timeline view, which can be filtered by one or multiple tasks.

    1 vote

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  20. Enabling filtering, sorting and grouping of leave data by configurable criteria; currently
    grouping is done by leave calendars and filtering by leave type.

    1 vote

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