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  1. 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 data

    8 votes

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  2. 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

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  3. 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

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  4. 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

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  5. 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

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  6. 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

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  7. 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

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  8. 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

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  9. This would apply to;

    Workloads -> Schedule Coverage
    Workstreams -> Volume vs. Forecast
    Daily Performance Metrics

    2 votes

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  10. 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

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  11. 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

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  12. 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

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