32 results found
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Bulk edit of Exception to Adherence
The ability to add 'Exceptions' in bulk to override out of adherence instances
7 votes -
Adherence Equivalent for no activity
Being able to make an adherence equivalence or exception for a lack of event.
Example 1: User doesn't login to Gladly or other integrations but is productive off queue and we want them to be in adherence in this event).
Example 2: System issues or new hire onboarding agents are unable to login.
1 vote -
Ability to add custom domain link to Identifiers across all integrstions?
Ability to customise domain links that allow the end user the ability to click on the Integration ID and link out to the actual object in the external platform. Eg in the attached Example of Identifier 5003m00001bekfeAAA, this would allow the end user to customise a link in the settings and Playvox then inserts the identifier variable.
Eg user settings, Playvox Customers would enter their custom domain information: "https://domain.lightning.force.com/lightning/r/Case/" or "https://domain.dialpad.com/view/call/" (as examples only)
and Playvox would append the Identifier to the end of the text to create a clickable link within the report:
"https://xero.lightning.force.com/lightning/r/Case/5003m00001bekfe…4 votes -
Agent Adherence Dashboard
Agent Adherence Dashboard - Amt of Time in Status/Alerts. A request to enhance real time agent status reporting to show total time an agent has been in a status, vs how much time they've been out of adherence or what time their last activity should have started. It would also be helpful to show this in a list view that can be sorted by user name, task type, total OOA, etc.
3 votes -
Ability to configure certain leave types as out of adherence
To have the ability to code certain leave types (ie. Tardy, Leave Early, etc.) as out of adherence if the agent doesn't log in, even if this code is on their schedule for leave reporting purposes.
1 vote -
View
The ability to see Location in shift bar as well as Team names within the Work Summary Real Time view.
2 votes -
1 vote
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Realtime Performance Summary Zendesk Ticket Link | Consider Prefix
In the Performance Summary section, when a client has a prefix on their Zendesk instance, the link to view the ticket does not go through. You are not able to view the ticket in Zendesk.
1 vote -
Display Volume Trends %
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.
2 votes -
Hourly ealtime service level monitoring by channel
Adding real time monitoring capabilities that work at the task levels we actually use (Email/Chat and Email/Voice) so we can conduct root cause analysis more easily should SLAs slip - Request to have it Hourly in addition to daily.
2 votes -
Realtime Performance Summary - Gladly Connector Link to ID
Client requesting the ability to add the link to the ID that is similar to our setup with Zendesk in the Performance Summary. However, in this case it would be for the Gladly connector, having a link to the interaction they are working on.
2 votes -
Realtime Performance Summary - Add 'Variance to Forecast' Metric to Channel and Workstream
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.
4 votes -
Work Summary - Ability to add/edit rostered tasks from this screen
I'm adding a task to someone's schedule as we need them to do another activity and I've added this before I think but this is a good use case.
I want to add the task from the work summary but because I cannot edit rostered events from here I need to go into the manage schedule.
We action a large number of intraday changes and to do this in advance from this screen would be a huge time saver. Is this possible in future releases?
12 votes -
Tabular Work Summary
Monitoring lots of teams using the Work Summary screen is not very efficient, though the screen itself and the information on it is invaluable. Could we get a summarised version of Work Summary in a table format? It would be great to get the critical information for each user and team at a high-level, such as Occupancy, Adherence, OOA, Current Task, etc.
A drilldown from there into more detail as well would be helpful.
1 vote -
Users to be able to request Adherence exceptions
Now that I'm taking extra consideration for Adherence and adding exceptions when applicable… I have found that it is a bit time consuming or manual work for us when identifying the time and adding. Or making sure no ping /request is missed.i.e.
- Users ping us saying they having tech issues
- Once tech issues are resolved I open Agyle - Work summary
- I look for the out of adherence period in red that matches the time reported by advocate
- I double click on it and I add exception
As users can see their own work summary and out of adherence periods…
4 votes -
Being able to use scenarios while looking at Analysis and Realtime reporting
It would be nice to be able to adjust the forecast volume using scenarios on reports like Performance Summary, Workstream Analysis (including the comparison view) and Daily Performance Report, so I can understand what the actual data looks like compared to certain scenarios.
3 votes -
Performance Summary - Ability to See Workstream Level Statistics in Real Time (Like Channel)
Allow the ability to see # of calls in queue, average wait time, longest wait time etc. Same as channel, but real time at the workstream level.
3 votes -
Add a change log / audit trail to track who adds / deletes adherence exceptions in Work Summary
It would be great to have visibility of who adds / updates / deletes adherence exceptions on user shifts, as exceptions contribute to a user's adherence score.
3 votes -
Backdating Improvement
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 -
Tasks marked as equivalent for adherence update to match the scheduled task on Work Summary / Performance Summary
This feature would have multiple impact areas.
It's intended goal is allow agents to see a simplified agent status list, while also allowing customer to configure more granular level tasks to track queue and agent behaviour.
Organisation
I want to be able to choose if I want to use this feature or not,
Task Configuration
-- I can configure a 'Display' task. This means the task will be visible to agents in the Zendesk connector under a display name.
-- I can add tasks as equivalent for adherence to tasks with a 'Display' configured
Zendesk Connector
-- Agents see the…
1 vote
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