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  1. 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.

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    Prioritized  ·  0 comments  ·  Real Time  ·  Admin →
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  2. 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.

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  3. 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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  4. Some customers have a strict Punctuality score. It's really important for them to see when agents are starting late and finishing early, which we provide.

    The request is to be able to retrospectively update/make exceptions for the Punctuality.

    For example, if an agent logs in late, but is approved, then the TL could make an exception and the late start would be corrected. Or if the actual task was updated it would reflect in the punctuality.

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  5. Is it possible for comments added to tasks in the Manage Roster view to be visible within the Work Summary view. This will enable team leaders to not have to swap between tabs/pages when monitoring real time adherences for their team. At the moment we can only see the task name and time in the work summary view but it'll be good to have visibility of what trainings and meetings are currently taking place.

    Current process: When the leaders are monitoring in real time the adherences for their team, they need to also need to open the task comment in…

    1 vote

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  6. Add a filter of pay category to allow WFM teams to easily identify if an agent actually worked their overtime shifts

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  7. We have a 100% salaried support population with a lot of workload that is legit - but also "off queue" and unscheduled), though. Example below of someone doing a good day's work whose "adherence" reports very poorly:
    I'm looking at this and wondering if it would be possible to change the OOA color from this bold red to something a bit less alarming, but still an attention getter - like a dark charcoal gray, or a black/yellow banded/textured color or something of that sort? Anything besides the classic alarmist stop light red.

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  8. Allow configuration of the charts in realtime performance to include actual vs scheduled vs forecast activities, like the daily performance summary

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  9. It would be great to see how long an agent has been logged into their current task without needing to hover over the timeline on Work Summary.

    It would also be really helpful to see how long an agent has been in available tasks over the course of the shift.

    This is to help gauge how productive an agent has been during their current shift in cases where we are not tracking occupancy for an agent.

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  10. On the Activies and Current Activities (Actual vs. Rostered) tables available in Work Summary and Performance Summary, it would be nice to be able to see how many agents / hours (depending on configuration) were forecasted for each workstream / workload.

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  11. When adding out of adherence exceptions, the update task option is available.

    Updating a task via out of adherence blocks allows you to change the actual tasks of an agent to match the rostered tasks to eliminate the out of adherence period.

    Adding an adherence exception allows you to excuse an out of adherence period for a user without changing their actual tasks.

    These two functionalities are different and should be seperate to avoid confusion.

    1 vote

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