62 results found
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Calendar CSV upload
We would like the ability to upload a CSV document for each Calendar Leave configuration. This would allow us to update leave allotments much more quickly and also also us to zero out all of the holidays.
1 vote -
Show details about scheduled updates in user profile
When scheduling a user profile change, the user profile will show a notification of the scheduled update that only displays:
- the effective date
- section of the user profile affected
- user and timestamp of the change submissionDetails about the change (old and new values for each field) are not being displayed.
In case additional changes are needed, one might want to first understand what the user profile will look like after the effective date of the scheduled change; this is not currently possible.
The user profile scheduled update is only marginally useful without having visibility to what…
1 vote -
View peer team via system role permission
View peer team should be via system role permissions rather than the team level. This is necessary for larger groups. There could be a default state to not allow and override at a time level if it's not overridden by the system role permissions.
1 vote -
Add hours to Special Days, to be able to configure partial day holidays
We are using Special Days in Leave Calendars to configure holidays by countries/regions. There are countries that have partial day holidays, i.e. the holiday starts only after 2pm.
Currently Special Days only allow to associate a start and end date, but there are no hours attached to it. We are forced to manually add leave requests for people that celebrate these partial day holidays, but at scale it is difficult to track because new hires are onboarded all the time in different countries.
To solve this problem, it would be helpful to be able to add hours to a Special…1 vote -
Add Email Avg. Touch Time to the Group Metric Config.
Currently Email Avg. Touch Time or Avg. Touch Time is not available to add under the Group Metric Configuration to be able to display to agents and or managers. Please add this option in the drop down list so agents can see their average time spent on emails/tickets.
1 vote -
Add Reminders to Save Page
Add reminders to save your work when closing PV WFM or when navigating to another page to notify that you will lose changes if you proceed without saving.
1 vote -
Allow workstreams to track Salesforce Opportunities
We can only currently track workstream details of individual cases in Salesforce, but some of our tasks utilize Opportunities instead.
1 vote -
Clone a calendar Configuration
Feature appears in the drop down on the Calendar Actions menu but does not work currently
1 vote -
1 vote
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Standardizing the formatting of column headers before ingesting a .csv upload
We recently had an issue where due to a capitilization discrepancy PV did not ingest/update a column value in our systems (End Date). PlayVox was expecting the column header "End date" but our sheet had "End Date" instead. This went unnoticed for awhile which ended up causing some SLA issues down the line. W propose PV "standardize" the column headers when parsing the text. For example, doing a simple LOWER() or TRIM() would have eliminated such an error. An added bonus to that would be if PV was somehow able to notify us when expected column headers != what was…
1 vote -
Workload Priority Ordering Cosmetic Improvements
Reordering workloads in workplans is very confusing visually with just the little arrow clicking. Moving one thing to the top or bottom takes a second bc one has to click multiple times and make sure you're moving down to click the right one. If there could be a drag/drop feature or a way of moving things to top/bottom, that would be great! Same thing true for reordering shift templates in Policies on roster workplans (and all other places this arrow reordering is used)
1 vote -
Allow customisable service hours for 'special days' to be taken into account by scheduling / forecasting
I have SLA calendars set up for our phone and digital workstreams and these are all set up with their regular operating hours.
Is there a way, or is it planned for there to be away, to customize operating hours for special days eg: public holidays? For example, over Easter we were only open from 10am-8pm, but even adjusting the forecast it still forecast for calls over the standard operating hours of the contact center (therefore creating a requirement for staff between 8am and 10am on the Friday and the Monday that wasn’t needed.)
Ideally when we add a special…
1 vote -
Allow agents to update their preferences
Allow agents to update their user preferences (ie. preferred off day(s), preferred start times, preferred workload)
1 vote -
Unable to generate a split task shift
eg. 4 hours of this then 4 hours of that as the system cannot then insert breaks over the productive tasks
1 vote -
Average handle time and ASA
I'd like to see a 'Weekly Average Input' tab in Workstream Configuration which would show avg volume and avg AHT. I would also like ASA and Customer Patience KPIs in that section.
1 vote -
Holistic Task Settings View
I'd like a view or export to see the Task details (settings, integration, and schedule rules) for all tasks at once to be able to audit configurations quickly.
1 vote -
User Proficiency by Business Roles
The ability to customize proficiency for each of the user's assigned business roles. Allowing the client to customize what each proficiency setting is or by using group averages.
This could then be used when scheduling agents for workload to schedule less agents than req when the agents that are being scheduled are more proficient or by scheduling more agents than the FTE required when scheduling agents that have a lower proficiency.
1 vote -
Language field in User configuration
Just sending in a feedback and wishlist item for the system.
Looking a the user profiles and how we support multiple languages in our workflow. We thought it would be nice to have a field that dictates the languages an advocate speaks/supports. Right now we use the Mobile Number field as it is a blank text field, but having another field to be dedicated to languages would be lovely. Maybe even have it to dictate a primary supporting language when they have multiple languages in their skill set.Thanks,
1 vote -
Support nested groups in reporting
At the moment we support a simple hierarchy of teams within groups.
If groups are nested, group selection does not show the nested groups. It only shows one group and its teams. Can we update this to show nested groups in the list selection and in reporting?
1 vote -
Visibility of shift template details on user profile
I'd like to suggest the ability to view the details of shift templates assigned on user profiles is very inconvenient and is a considerable time suck.
Suggesting to allow for user to preview the shift template details or add deep link to open new tab to the shift template for review and edits.
1 vote
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