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  1. 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).

    5 votes

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    Prioritized  ·  1 comment  ·  Scheduling  ·  Admin →
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  2. Add functionality to restrict Additional Hours to cap the user on total rostered hours each day. For instance, if the agent has an 8 hour shift already and WFM posts OT allowing for up to 8 hour max (max of 8 intended for users who don't already have a shift for the day) to limit the user to only picking up 4 hours so they get capped at 12 total hours per day.

    2 votes

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    Under Review  ·  0 comments  ·  Scheduling  ·  Admin →
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  3. Have the ability to configure the dashboard by team, role, or both to turn the Who's Away section on or off.

    2 votes

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    Acknowleged  ·  0 comments  ·  Dashboard  ·  Admin →
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  4. For bulk import of users, want to be able to just add to certain columns only, and re-import just the columns needed, not the entire file. This would allow efficiency if the site reads that nothing else changed, just the columns that were re-imported.

    1 vote

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    Acknowleged  ·  0 comments  ·  Others  ·  Admin →
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  5. I need to be able to track reply time for subsequent responses, and not just first reply.

    For each workstream, and at an aggregate level I would like to be able to see:
    Average Time to First Reply
    Average Time to Subsequent Reply
    Average Time to reply (average response time regardless of first or subsequent response)

    This information should be available in Workstream Details, Workstream Summary, and Daily Performance Report.

    1 vote

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    Acknowleged  ·  0 comments  ·  Metrics  ·  Admin →
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  6. Example: “# Handled” (Number of Interactions): in this indicator, the tool allows what should or should not be considered as interaction, even making it possible to establish time intervals between actions for this measurement.
    In PicPay, regarding what we consider Operation productivity, we established that only some specific actions are productive, such as Public Responses and/or Internal Transfers to different levels, as long as the interval of each action is greater than 180s.

    1 vote

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    Acknowleged  ·  0 comments  ·  Metrics  ·  Admin →
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  7. Ability to create own channels in workstream setup only to help with filtering for reports. Use case, I have multiple phone workstreams, however only am concerned with four of the eight workstreams for reporting.

    2 votes

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  8. We are able to export the intraday volume graph, the daily historical volume pattern graph, and the intraday historical volume pattern as .csv or .xls. However, the last graph for AFAHT, you cannot export as .csv or .xls. Could we make it possible to do so? Reason being twofold; the other three graphs are exportable, and then this is the only place AFAHT is all encompassing by day and interval.

    1 vote

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    0 comments  ·  Forecasting  ·  Admin →
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  9. A Special Day in the Leave Calendar can have multiple dates, but those dates cannot be removed once added, which means that is a date changes (or was added by mistake), the entire Special Day has to be removed and then recreated with the previously correct dates.
    The capability to remove a date from the Special Day would make this process a lot easier.

    2 votes

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  10. Ability to change the leave type as agent or admin when in submitted or approved status. Currently can change to full day or partial, but we would like to see the leave type as editable too.

    1 vote

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  11. 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).

    3 votes

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    Planned  ·  0 comments  ·  Leave Management  ·  Admin →
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  12. 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.

    2 votes

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    Under Review  ·  1 comment  ·  Scheduling  ·  Admin →
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  13. Allow the agents the ability to submit a schedule request, similar to a leave request process. Either all or part of a shift.

    1 vote

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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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  14. User profiles with issues can cause issues with scheduling and leave.

    I'd like to have a report or at least an alert that tells me if there are active user profile's with configuration issues (i.e, availabilities don't match contract hours, there's no shift templates or shift templates don't match availabilities) so that I can fix them before there's an issue.

    1 vote

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  15. Ability to filter out the '0' value when reviewing the coverage needed across a day or week. This will speed up efficiency for real time looking to see where help may be needed.

    1 vote

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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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  16. When agents are picking up the additional hours in the Playvox site (or app....feature request), they see more than the selected workload task in the dropdown. Can we set this so that the agent can only see the workload task selected for additional hours, instead of all of the tasks?

    1 vote

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    0 comments  ·  Dashboard  ·  Admin →
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  17. Add 'Variance to Forecast' as a standard metric, alongside GoS and ASA when viewing by channel or workstream; this would include being able to add a target, so that this metric would also show as green or red. Also, it would be great to also see a 'What If' as the KPI for the workstream is pulled in, and being able to adjust it on the spot to see how the staffing and SLA would look with a different KPI.

    1 vote

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    Acknowleged  ·  0 comments  ·  Real Time  ·  Admin →
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  18. Rounding enabled functionality on this screen, needs to be at organization level or forecasting config to turn on or off for all of forecasting views (i.e. Manage Forecast, in Performance Summary, etc); Use Case: If I edit forecast, default in the site is rounding enabled and won't reflect the correct forecast volume. Needs to be a global setting to touch every place the forecast is visible based on the edit forecast adjustment.

    1 vote

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    0 comments  ·  Forecasting  ·  Admin →
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  19. A client has a holiday coming up that they scheduled for everyone, however on the leader dashboard, it shows 'Rest of the Week', which is 287 people. The client is requesting that they can select the leave task types that this view on the dashboard would include. In this case, 'Holiday' is the leave task that shows on the dashboard. Could we make it customizable to the client and have them choose what types could be excluded?

    1 vote

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    0 comments  ·  Dashboard  ·  Admin →
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  20. 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.

    2 votes

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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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