52 results found
-
Create Custom Reports to be Sent out via Email on a Desired Schedule
I need to pull reports on a daily and monthly basis across Schedule Task Details and Agent Performance Metrics that I would like to be able to customize and create a scheduled email to trigger and be sent out for these reports.
Also add ability to create shared reports in the system for users accessing similar team data7 votes -
Analysis - Workstream Interaction Detail Voice Call Type of Disconnect
I would like to see the following addition to the Workstream Interaction Detail report. Ability to see if on a phone call, that the disconnect was internal or external. An internal disconnect could indicate that the agent was hanging up on customers, possible customer mistreatment. I want to be able to potentially identify this behavior with the feature add of internal or external disconnect.
2 votes -
Include/don't include shifts that have a pay category?
We produce a weekly hours report for our departments but don't want to include overtime hours in these numbers, just scheduled/contracted hours
2 votes -
Leave Summary Report Improvements
I'd like to request that when filtering the Leave Summary report for a period of time and selecting to view the report in the preferences by Day, that the graph for the leave by users graph would reflect how much of the planned/unplanned time was used by day. when pulling a team for a week, this graph will roll their total time up for the period by users.
1 vote -
Changes to schedule analysis report
Pull the data for PAID TIME into a new column please so that we can calculate % of time.
-Instances per agent
-No of hours/minutes per agent per day (or given selected period)1 vote -
Report Request: Head count dashboard by month, by role, by tag.
Can we have a headcount dashboard, filterable by date, role, tag. Maybe end date / start date, etc, so I can track my active users (headcount) and the changes occurring within them.
1 vote -
Display forecast AHT and AFSHT in Manage Forecast
Manage Forecast shows us the Forecast AFAHT for a given date range, but there is not view on Forecast AFSHT or Forecast ATHT. Can we have those charts?
1 vote -
New Report: Be able to select a task e.g. training and see all tasks by agent name and time within a given range
As I mentioned in the summary, I'd like to be able to select a task e.g. training and see all tasks by agent name and time within a given date range
1 vote -
Add ability to switch between 15 minute/30 minute/1 hour intervals on Daily Performanc to standardise with other reporting pages
This would apply to;
Workloads -> Schedule Coverage
Workstreams -> Volume vs. Forecast
Daily Performance Metrics2 votes -
Add Forecast Volume to the workstream analysis report as a metric that can be displayed in the report's summary, like inbound volume
Ability to pull the graphical information of the forecast into a target circle to display next to the inbound volume by channel for cleaner view to share with execs in the workstream analysis report.
This would be the same as being able pull the target circles of Inbound volume, abandon, ASA, Service level.
1 vote -
Add a 'No Grouping' settings option to the Workstream Analysis
This settings option would allow for the data to be rolled up in an aggregated view across the selected workstream & teams, so we could get a high level view of key KPIs like CSAT.
1 vote -
Add improvements to the Daily Performance Report (Pin header columns, add columns to the table)
Have an option to 'pin' the columns to the top of the Daily Performance Metrics table, so I don't get lost when scrolling through the table.
Make the export button for the table more noticeable.
Add the column Rostered FTE Vs. Forecast FTE (for when I'm looking at the report in advance)
Add the column Actual FTE Vs. Forecast FTE (for when I'm doing an after the fact review of how they did on that day)
1 vote
- Don't see your idea?