518 results found
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Edit leave request already approved
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
5 votesHello,
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
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My Team Roster
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 -
Leave Management Limits
Can we add an option to have a % of active accounts as a limit for leave management instead of a specific number?
4 votesThank 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
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Add agent emails to reports
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 votesThank 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
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Tags Field Should be Changed to Boxes Design
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 votesThank 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
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Roster Warning - Minimum Time Between Shifts
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.
2 votes -
Allow flexibility in submitting Partial PTO outside of timeoff configs if a schedule has not been generated.
Currently, If agent has a regular shift scheduled/roster has been generated, because the agent's shift is created according to availabilities which are usually longer than timeoff config (to account for lunch breaks), PTO can be applied over the shift, surpassing the usual end time dictated by timeoff configs.
The issue is - If agent does not have any regular shifts scheduled/roster has not been generated, the leave shift can only be created within the bounds of the times specified in the agents timeoff configs.
Any agents who do not have a regular shift scheduled for the day, but take partial…
3 votes -
Cloning Tool
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 votesThanks 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!
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Task Duration of Less than 15 min for Demand Events
Would love to be able to use the demand event feature to schedule tasks or trainings for less than 15 min. Current state, we're unable to use the feature for tasks under that 15 min threshold.
3 votesHello
Great news! We wanted to let you know that we are working on your request to schedule less than 15-minute training tasks using our Demand event tool. We're excited to turn your suggestion into a reality.
While we don’t have a specific release date just yet, our team is focused on getting this feature ready for you as soon as possible. We’ll keep you posted, so stay tuned to the release notes for more details as we get closer to launch.
Thank you for helping us make our product better!
Best regards,
Fab
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Ability to add custom domain link to Identifiers across all integrstions?
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 -
Agent Adherence Dashboard
Agent Adherence Dashboard - Amt of Time in Status/Alerts. A request to enhance real time agent status reporting to show total time an agent has been in a status, vs how much time they've been out of adherence or what time their last activity should have started. It would also be helpful to show this in a list view that can be sorted by user name, task type, total OOA, etc.
3 votes -
Addition of Short Abandon Metric into Performance Summary
We've recently altered our workstream metric parameters for Short Abandoned calls to a point where they are no longer hidden with the IVR message on our line and are now easily identifiable. This gives our Ops greater understanding of the customer journey and how calls are abandoned and when.
For us in Resource Planning though, as we use Performance Summary the most for realtime purposes and reporting on in day performance, there is currently no option to have Short Abandoned included as a metric for the front page. (see screenshot 1 below).
We know this does exist within Workstream Analysis…
1 vote -
Ability to configure certain leave types as out of adherence
To have the ability to code certain leave types (ie. Tardy, Leave Early, etc.) as out of adherence if the agent doesn't log in, even if this code is on their schedule for leave reporting purposes.
1 vote -
Bulk edit of Exception to Adherence
The ability to add 'Exceptions' in bulk to override out of adherence instances
5 votes -
View
The ability to see Location in shift bar as well as Team names within the Work Summary Real Time view.
2 votes -
unpublish roster
Would like the ability to unpublish the roster if it is published in error, or if mass changes are required due to changes in the business. Currently if published in error, agents see their schedules and may not catch the updated changes, resulting in coverage and adherence issues.
4 votesThank 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
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Ability for workstreams to capture the second contact on a transfer that is done via the CRM or through a human intervention IVR
Current restriction on contacts that are transfered do not pick up the second contact if it is transfered to a different queue and need this counted as a contact for forecasting purposes.
1 vote -
User Selection > 'Deselect all' function
Currently, in places with user drop-down fields such as the Work Summary, you can hit 'select all' users, which will select users, but there is no option to 'deselect all' users, meaning we manually need to deselect users singularly or by team. Please allow an option to 'deselect' all current selections in the User drop-down fields.
1 vote -
Roster Publication - Lock feature
Would love to see a feature that puts some security steps in place that prevents the accidental publication of a roster.
We will quite often generate a batch of rosters going out into the future and will need to work on these prior to publication to ensure all lines of rotation any manual adjustments are finalised.
As the process of publishing a roster is a second nature piece for us, it sometimes happens that we publish a roster ahead of time and without manual changes being completed. We then need to delete a roster (as it's incorrect) and start the…
6 votesThank 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
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Glady Declined and Missed Call Metrics
Bring in the Declined Calls and Missed Calls metrics into Playvox from the Gladly Connector.
1 vote
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