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  1. 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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  2. 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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  3. It would be nice to filter pages like Performance Summary and Leave Summary by location, particularly for location-based teams.

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  4. Playvox WFM doesn't currently flag users who never log into a shift as out of adherence (as it's supposed to be an unplanned absense).

    It would be nice to have the option to flag users who don't login as either out of adherence or have an associated unplanned leave type so it's easy for managers to identify and follow up on in reporting.

    0 votes

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  5. 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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  6. 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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  7. 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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  8. 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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  9. 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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  10. 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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  11. 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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  12. 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.

    2 votes

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    We have rolled this request into our re-design of the User Performance Metrics page. 


    We will introduce saving grid settings in a View so users can build multiple reporting views as needed.


    It will be available when we release our re-design.

  13. 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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  14. 1 vote

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  15. Important to see occupancy by interval at the workstream level. Good place for this to land is Daily Performance Report.

    Reason for request is to capture regional switchover of workload, and this will identify problem areas.

    3 votes

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  16. Analysis reporting.
    I'd like to see a report with the following:

    Agent log in day and time
    Agent log out day and time
    Lunch punches in and out

    I've tried to use the Work Summary -->Actual Task Data report but it's not ideal

    4 votes

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  17. I'm looking for an exportable report that will show a daily forecast volume vs actual volume comparison similar to the same export you can find from the historical pattern summary page (see attachment) but having the option to roll up the volume for each channel instead of breaking out each workstream.

    3 votes

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  18. It would be very useful to have a clean simple login/logout report; the data is obviously in the system, but there is no simple report available that gives 1. User name, 2. start of shift timestamp, 3. Lunch start time stamp, 4. Lunch end timestamp, end of shift timestamp and getting to one requires a ton of reformatting. (I've never seen a WFM system that doesn't have a simple login/logout report, before so maybe I'm just not finding one that does exist?)

    2 votes

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  19. When any of the reports are exported, they only convert to seconds instead of hh:mm:ss.

    Examples are the User Performance Metrics report, and the Schedule Task Details report.

    Can we choose what format to export time as?

    5 votes

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