37 results found
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Import fixed FTE forecasts for multiple weeks
Currently, the CSV import of a fixed interval FTE forecast only takes in up to a seven day Monday-Sunday period. It would be helpful in our use case (forecasting for work outside of Playvox that does not have a workstream integration) to mass import for multiple weeks at a time.
1 vote -
Ability to add a minimum FTE requirement & Shrinkage for a workstream as a scenario
Extend the current scenario functionality to allow you to select a minimum FTE requirements either for all coverage hours or between specific business hours. In addition, the ability to program shrinkage % in the workstream scenario to ensure that coverage is always x% over the minimum requirement - currently this is programmed at the workplan level
1 vote -
Configure the historical data to use for Forecast Arrival Patterns
Allow you to configure which historical days, weeks, months you want to use for forecasting the arrival patterns rather than the last 6 weeks. Also allowing a combination of these options to be used. ie. Thanksgiving week 2022 can be used for Thanksgiving week 2023. Or rather than a week since the day can move, Christmas Eve 2022 (Saturday) can be pulled in for just this coming Christmas 2023 (Sunday) arrival pattern. This would reduce the need to create custom intraday profiles via csv import.
1 vote -
Add weights as adjustments to forecasts
Our inbound #s are impacted by changes in the overall business that we are aware of ahead of time. Right now we manually generate our forecast based on projected business changes, which is a very time-consuming process.
We'd like to be able to apply changes using our business forecast info to the base Playvox forecast.
1 vote -
Historical Pattern Summary - Variance Change the Calculation
This variance in the above page needs to be adjusted always to the forecast.
Currently it picks whatever the variance is, high or low and is not a consistent calculation to be used for analysis. Example is that if the forecast exceeds actual, positive. If forecast less than actual, negative.1 vote -
Downloadable Mean % Error by workstream
We would like for mean % error to be included in the CSV download on Historical Patterns Summary by Workstream. As it is now, forecasted and actual data are given by Workstream but mean % error is only given in aggregate. We want to be able to see Workstream by Workstream trends in performance by day without having to search and download each Workstream separately.
1 vote -
See Historical Patterns Summary graphs for all selected workstreams
Currently, you can only see the graphs on Historical Patterns Summary page (Such as Daily Historical Volume Patterns graph) for one workstream at a time. It would be very useful to be able to have these graphs show multiple workstreams at a time/all workstreams at once. If, instead of a dropdown where you can select one workstream, there were a dropdown where you could select multiple workstreams at a time, like the option you have when filtering, that would be very useful.
1 vote -
Forecast-->Manage Forecast
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 -
1 vote
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Fixed forecast when applied to a workplan with users in multiple timezones
will schedule one user per timezone when we require only 1 regardless of timezone
1 vote -
1 vote
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Forecast Accuracy Report for AHT and Shrinkage
I would like the ability to report on forecast accuracy for not only volume but as well as AHT and Shrinkage.
1 vote -
Historical Patterns Summary Normalising Error %
When reviewing the volume to normalise, the error % should always be compared to the forecast only. Currently, the error % floats to whatever the variance is. I have a screenshot listed in the example. However, if we are 10% above the forecast, it says 10% which is correct. Also though, if we are 10% below the forecast, we also say 10%. This should really say -10%, which you provide you with a truer variance compared to only the forecast, instead of just the general variance.
1 vote -
Queue/Views: Want to be able to get a view on how many NEW and OPEN tickets are in each workstream at a point in time
I want to see live numbers in the Real Time Perf Summary and Workstream Analysis View
1 vote -
Ability to export the forecast in different intervals
Clear review of over/understaffing forecasted / The ability to export Forecasted HC vs Required HC at different intervals instead of just 15 mins (i.e. 30 min, hourly, daily, etc)
0 votes -
Clone Scenarios on Manage Forecast page
We spend a ton of time creating overrides for different workstreams or sets of workstreams. Sometimes we'll be creating overrides different overrides for 12 months, each of which covers 16 workstreams that we have to create over different scenarios, which leads to hundreds of clicks and hours of time. So much time would be saved if we could duplicate scenarios and overrides and then just make the small edits to dates/percentages.
0 votes -
Add option to combine / not combine SLA on Forecast Configuration UI.
We need an option on the Forecast Configuration UI for users to choose if they want to COMBINE (default) SLA when calculating forecast workstream by workstream, or to not combine.
The reason we need this is because workstreams can have different SLAs so if you combine / don't combine it changes the staffing requirement noticeably.
0 votes
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