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  1. Would like to see columns for Totals of each category (ie. Total Paid Shrinkage) and the breakdown of selected categories (Ie. Shrinkage - Break, Shrinkage - Meeting) together in the report. Rather than either or

    1 vote

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  2. 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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  3. From University of Auckland
    We want to know if AgyleTime has the functionality to automate/schedule reports. For example, if I want a specific report to be scheduled, it is sent out by email at specified times to my colleagues and I.

    Could you please confirm whether this functionality is available or not?

    2 votes

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  4. Schedule Task Analysis - When you export the bar graph for adherence percentages, dates where agents did not have any actuals are showing as 100%. These should be left out of the report.

    2 votes

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  5. From the workstream analysis view, allow a drill down from the charts / summaries to allow the workstreams that make up the summarized datapoint

    2 votes

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  6. It would be really helpful if some of the metrics available on Performance Summary could link through to a pre-filtered list on Workstream Details so I can get an understanding of what data is generating the metric.

    For example, I would love to be able to click on the 'Abandoned' metric on Performance Summary and be taken to the Workstream Details page, where a filter is already applied to show me all the abandoned workstreams over the date range I had selected.

    0 votes

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  7. I would to be able to easily identify additional hours shifts that an agent has booked on Work Summary, and see if an agent was logged into / working at that time. This could be as simple as a filter to help me narrow down what shifts I am looking at in the timeline.

    2 votes

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  8. It would be great to be able to see the actual amount of overtime worked vs. the rostered overtime in the Schedule Summary report.

    Right now we can only see the rostered overtime in Schedule Summary

    0 votes

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  9. It would be nice to filter pages like Performance Summary and Leave Summary by location, particularly for location-based teams.

    0 votes

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  10. Add insights to Playvox WFM that allow us to see:

    • When a workstream was assigned to a particular group / queue

    • How many workstreams are assigned to a particular group / queue

    • When a workstream was first updated / the average time it takes for a workstream to receive its first update after it was assigned to a particular group / queue

    • When a workstream had its first public reply posted / the average time it takes for a workstream to have its first public reply posted after it was assigned to a particular group / queue

    0 votes

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  11. Ability to have leave reporting for an agent roll to the current team, not only to the team that historically existed, but is no longer existing. Currently, the client has to select both teams when running leave for an agent that was previously on another team.

    2 votes

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  12. Limitations on the workstream interaction search only allows the return of 15000 maximum results.

    This is a cause for concern if all data available on a single day is being returned if there are more then 15000 interactions. Potentially not receiving the complete picture.

    We would like to have this limit removed or increased.
    Making this limit configurable is also an option.

    1 vote

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  13. The names suggested are:

    1. Updated time --
      This is the timestamp of the service request's last update. We can use this to help determine effort by filtering.

    2. Created by --
      This is the name of the agent who initially raised the service request on behalf of the customer. If a request is raised by a customer themselves, the field would be blank or a static value (such as 'Customer').

    Both columns would need to be filterable.

    0 votes

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  14. New feature request; consistency across all features and dashboards/reports in the reporting parameters. Specifically Tags and Users.

    In this specific use case, I am doing some research on a variety of Occupancy scenarios on a limited (and varied) population. In Real Time I can select those Users and save them in a single View for that purpose.
    In Analysis>User Performance Metrics, I can select Tags, but not Users.
    In Analysis>Schedule Summary, I can't select Users or Tags
    In Analysis>Leave Summary, I can select Tags but not Users
    In Analysis>Schedule Tasks Analysis, I can select Tags but not Users
    In Leave>Leave…

    1 vote

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    • Allow Payrates to be defined and associated with users.
    • Use payrates when determining costs in schedule -> analysis screen.
    2 votes

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  15. We would like the ability to leverage location throughout the platform more than just in Roster viewing

    Reporting across all locations (inclusive all roles)

    Have a remote vs in person classification on user profile and make this reportable.

    1 vote

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  16. Would it be possible to add a column when you pull up the workstream information that would quickly reflect the workload task that is associated with each workstream. Often times when investigating we need to see which tasks are assigned to each workstream.

    The export should return all workstream data.

    Save filters when moving between list and table views.

    Import Workstream would also be nice

    Retain filters applied to main page when opening and closing a workstream (currently filters are lost on exit)

    2 votes

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  17. At the moment we can only save one grid view setting on User Performance Metrics.

    It would be nice to be able to save multiple views so we don't have to change our default view every time we need to produce a new report.

    3 votes

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    The ability to save column configurations to a View has been added in the new User Performance Metrics report. This report is currently in Early Access and will be released into General Access in early - mid October 2024.


    We will update this ticket when the report enters General Access.

  18. We are able to see the total After Call Work time of a user, but it would be helpful to see what each user's average after call work time is.

    1 vote

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  19. 1 vote

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