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  1. 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?

    4 votes

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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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  2. We would like to see Total time to resolution for zendesk tickets .

    That is time from creation of ticket to final resolution. Not just handle time.

    3 votes

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    0 comments  ·  Metrics  ·  Admin →
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  3. As an adm user of this platform, I would like to propose the addition of language options, specifically for Portuguese and/or Brazilian Portuguese. While the administrators and stakeholders may not face difficulties due to language barriers, a significant portion of our user base consists of consultants/agents or leaders who rely on Google Translate to navigate the platform.

    Unfortunately, this often leads to inconsistent and inaccurate translations, which can result in misunderstandings and hinder their overall experience.

    3 votes

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  4. Instead of syncing after every leave request, have 1 sync or a hard-coded balance that leave requests are taken from within the system. This is to avoid situations of duplicated or mismatching balances between playvox & Bamboo HR

    4 votes

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    0 comments  ·  Connectors  ·  Admin →
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  5. I'd like to have the ability to create custom metrics in reporting using the existing metrics captured through the connector. e.g. phone time + email time = productive time

    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.

    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.

    6 votes

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    Acknowleged  ·  1 comment  ·  Metrics  ·  Admin →
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  6. When a Plan is created for several months it will be helpful to have the ability to export all data at once, in a single spreadsheet. Today we need to export month by month and then merge the data.

    3 votes

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    Acknowleged  ·  0 comments  ·  Planner  ·  Admin →
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  7. Ability to track workload whenever a ticket is assigned to certain group on Zendesk.
    - # tickets in workload
    - Arrival patterns and volume forecasts
    - HC Forecasts
    - AHT based on Workload.
    - Time to response after ticket was assigned to the group.

    2 votes

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    0 comments  ·  Reporting  ·  Admin →
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  8. We can already know how many interactions where skipped by which agent.

    But we want to know more details.

    We would like to know how many interactions skipped 'x' agent, and when we click on the number we can see which interactions did playvox capture and at what time.

    This would help to coach the agents.

    2 votes

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    0 comments  ·  Reporting  ·  Admin →
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  9. 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).

    12 votes

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    Planned  ·  0 comments  ·  Leave Management  ·  Admin →
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  10. 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.

    6 votes

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    0 comments  ·  Scheduling  ·  Admin →
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  11. Display volume trends as a percent in the Forecast configuration that can be edited if preferred. For instance, it's showing ^5% as the recent trend it's using to calculate the upcoming forecasts, the client can choose to keep that or can edit it to something else they would like to use for the upcoming forecast.

    1 vote

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    0 comments  ·  Forecasting  ·  Admin →
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  12. Display volume trend as a percentage in the Realtime Performance Dashboard report (ie. ^5% or) so you can see if you are trending high or low at a glance.

    1 vote

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    0 comments  ·  Real Time  ·  Admin →
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  13. Allowing for easier date selection when you are toggling back months or even years to be able to quickly select the month and year vs having to toggle dozens of months forwards or backwards. (example: special days in service level calendar)

    1 vote

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    0 comments  ·  Reporting  ·  Admin →
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  14. Add reminders to save your work when closing PV WFM or when navigating to another page to notify that you will lose changes if you proceed without saving.

    1 vote

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  15. Ability to automatically transfer shifts content when a user is transferred to a team belonging to a different roster already generated.

    Today the team change is automatically done by the system but we have to cancel all shifts on the old roster and to create all shifts on the new roster (see enclosed document as example).

    1 vote

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    0 comments  ·  Scheduling  ·  Admin →
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  16. When Leave Request Search is filtered, allow filtered data to be exported to CSV rather than entire report.
    Frustrating taking the time to run and search only to have to filter again once exported.
    Actually, it would be good for every filtered option in Playvox.

    2 votes

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  17. Having a mobile app for Playvox WFM will put us in line with client needs. This app would be helpful to view schedules, but more importantly to request leave and make schedule requests. The site is accessible via mobile devices, but this would give us an edge. Feedback from one of my clients.

    2 votes

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  18. Would like the Playvox widget in Zendesk to restrict ticket tabs to allow only one ticket at a time to be open. Also would like the widget to continually track AHT and not allow agents to be in a ticket status without a ticket open.

    1 vote

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    Acknowleged  ·  0 comments  ·  Forecasting  ·  Admin →
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  19. Create a feature where on demand events (coachings/trainings) can be scheduled around an event participant's schedule (ie. Leaders/Trainers).

    1 vote

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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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  20. We're in the process of pulling together the logistics of being able to generate and publish our rosters for the remainder of the year.

    However given the size of our main roster, it does take between 45/55mins to generate one and sometimes results in it timing out.

    As a potential future feature, we would love to see a Roster Generation queuing function built in to enable us to stack all the rosters we wish to generate. We'd then have them begin generating at a defined point in time (end of day/working week) so they can effectively generate in the background…

    2 votes

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    Under Review  ·  0 comments  ·  Scheduling  ·  Admin →
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