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  1. We currently lack the ability to edit a leave, especially sick leaves, when the dates need to be changed. For example, adding more days to a sick leave or reducing vacation days due to business needs.

    We have consulted the following articles and have found nothing:

    https://help-wfm.playvox.com/hc/en-us/articles/18291469660819-Leave-Management

    https://help-wfm.playvox.com/hc/en-us/articles/18291644409619-Cancel-Leave-Requests

    7 votes

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    Hello,

    Thank you for sharing your idea to Edit approved leave requests on UserVoice! We truly value your input, and our team will review it as we plan future updates. While we can’t immediately implement every suggestion, your feedback helps us shape the product.

    In the meantime, feel free to keep voting on other ideas you’d like to see implemented. Your voice matters!

    Thanks for being part of our community!


    Kind regards,

    Fab Eisenmann

  2. Our agents use the Google Chrome extension daily, throughout their entire shifts, to select from over 30 different statuses. Currently, the statuses are listed alphabetically, forcing agents to scroll through the entire list, which is time-consuming and inefficient. This process slows down workflows, particularly when handle many task during their shift.

    Introducing a search field or filter option would greatly improve efficiency, allowing agents to quickly find and select the correct status, ultimately enhancing both productivity and user experience.

    4 votes

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  3. Can we add an option to have a % of active accounts as a limit for leave management instead of a specific number?

    7 votes

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    Thank you for submitting/voting on the idea for Leave management limits. We've acknowledged the suggestion and will consider it in future updates.

    Your input helps shape our product, and we truly appreciate your support!

    Best regards

  4. Wanted to see the ability to see what staffing is required by entering a certain service level requirement. This would be available by channel/task, or the entire cap planner service level.

    2 votes

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    0 comments  ·  Planner  ·  Admin →
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    Hello


    Thanks for submitting the feature suggestion! It’s a great idea. We’ll keep it in mind as we plan upcoming updates, and I'll keep you posted on any developments.

    Appreciate your input!


    Kind regards,

    Fab

  5. Would be great to add more filter view options to include the option to filter a User or Business Roles as an option to view other than just Teams and dates.

    3 votes

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    Acknowleged  ·  2 comments  ·  Scheduling  ·  Admin →
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  6. When building a roster/schedule it should be that the system warns you the minimum time between shifts is not being honoured.

    This will help to prevent any breaches of contract or awards when an employee is working consecutive days.

    3 votes

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    Acknowleged  ·  1 comment  ·  Scheduling  ·  Admin →
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  7. Currently, there is no ability to see or report the "actual required" FTE/hours. Actual Required would be similar to Forecast Required, except that it would assume that the forecast had been perfect for that day, and show what the ideal FTE/hours would be.

    We use this to compare forecast required to actual required to rostered FTEs to report on the performance of the forecast and rostering.

    1 vote

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    0 comments  ·  Reporting  ·  Admin →
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  8. I need to pull reports on a daily and monthly basis across some reports (Ex: Schedule Task Details and Agent Performance Metrics ). But we only have the registered name of the agent when we extract it and there is no email option, which makes it difficult to correlate with data taken from Zendesk, for example. Is there any way to enter the email? If so, is the history lost?!

    5 votes

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    1 comment  ·  Reporting  ·  Admin →
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    Thank you for taking the time to bring this feature request to Playvox.

    A Product Owner will review the request for potential inclusion within the backlog / roadmap. Updates will be provided as the feature progresses.

    Regards,

    The Playvox Team

  9. When Playvox exports data that is a percentage, it appears as an integer number representing the percentage. It would be much more helpful if that number was formatted as a decimal percentage of 1.

    For instance, % Error on the Forecast Variance report is shown as "80" as opposed to ".8". if I set the column to Percentage format, I get 8000% as opposed to 80%.

    1 vote

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    0 comments  ·  Reporting  ·  Admin →
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  10. Tags Field Should be Changed to Boxes to Select Multiple Tags (Mirror Roles Design). This allows someone to select multiple tags, but also is consistent and follows the same setup that Roles have in reporting selection.

    2 votes

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    4 comments  ·  Reporting  ·  Admin →
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    Thank you for taking the time to bring this feature request to Playvox.

    A Product Owner will review the request for potential inclusion within the backlog / roadmap. Updates will be provided as the feature progresses.

    Regards,

    The Playvox Team

  11. The ability to add 'Exceptions' in bulk to override out of adherence instances

    8 votes

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    Acknowleged  ·  0 comments  ·  Real Time  ·  Admin →
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  12. We are using Lack of Work as a leave type, which allows agents to request time off if there isn't enough work, allowing us to shed labor. Agents may request this several days in advance. As this is a need-based leave type, we'd like to NOT have the system auto-approve these based upon leave thresholds, but other types still could.

    1 vote

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  13. When you save a view/report in Reporting, it should save the grid settings (columns chosen, widths, order, etc.) as well as the Filter options used to make the report.

    1 vote

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    0 comments  ·  Reporting  ·  Admin →
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  14. We'd love to see drag and drop functionality built into Users section. Some of our frontline staff have multiple tags applied to their User Details which is based on a number pf parameters (Team number, workstreams they can work, rotation of shifts etc).

    With our set up, we would ideally always like to have their designated team tag as their first tag followed by a set structure. The limitation we have with this is that if an agent were to move to a new team which fell under a new line of rotation for rostering purposes, to have that team…

    1 vote

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  15. When using the cloning tool, to have the original start and end time of the shift as the default when dropping the shift onto another agent's schedule. Currently, wherever it is dropped, that is the start time of the shift.

    4 votes

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    0 comments  ·  Scheduling  ·  Admin →
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    Thanks for voting and sharing your support for Cloning Tool improvements. We’ve acknowledged the suggestion and are considering it for future updates.

    Your input is valuable, and we appreciate your involvement in helping us improve our product!

  16. Being able to make an adherence equivalence or exception for a lack of event.

    Example 1: User doesn't login to Gladly or other integrations but is productive off queue and we want them to be in adherence in this event).

    Example 2: System issues or new hire onboarding agents are unable to login.

    1 vote

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  17. For events like lateness' remove the Leave from Who's Away once the event ends. Another use case would be for a midday leave/return - this would show on the dashboard until the user returned at the end of the Leave event.

    1 vote

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    Acknowleged  ·  0 comments  ·  Dashboard  ·  Admin →
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  18. We are looking to possibly add some additional information from Dialpad to Playvox. What we are looking for is to add a column from a dialpad export from the call logs that states categories and shows specific information from DialPad.
    We are using exports from Playvox in the Workstream Details under Analysis. This particular information is not included in that information but is there a way to add it somewhere or is it somewhere that I'm not able to see?

    1 vote

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  19. Ability to customise domain links that allow the end user the ability to click on the Integration ID and link out to the actual object in the external platform. Eg in the attached Example of Identifier 5003m00001bekfeAAA, this would allow the end user to customise a link in the settings and Playvox then inserts the identifier variable.

    Eg user settings, Playvox Customers would enter their custom domain information: "https://domain.lightning.force.com/lightning/r/Case/" or "https://domain.dialpad.com/view/call/" (as examples only)

    and Playvox would append the Identifier to the end of the text to create a clickable link within the report:
    "https://xero.lightning.force.com/lightning/r/Case/5003m00001bekfe

    4 votes

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    Acknowleged  ·  0 comments  ·  Real Time  ·  Admin →
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  20. Introduce a feature that allows the system to set and validate the maximum allowable working hours per week for agents. The system should ensure employees cannot book opt-in hours (overtime, additional hours) if it would cause them to exceed this limit, which may differ from their regular contracted hours. This will help maintain compliance with both company policies and regulatory requirements.

    1 vote

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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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