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Workforce Management

Workforce Management

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Improvements to our WFM product

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369 results found

  1. Schedule/Roster Listing: Grey Out 'Open for Editing' When Permission to View Manage Rosters Only

    1 vote

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  2. Add agent's name on dialogue box for intraday tasks added via drag and drop on Manage Roster screen

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  3. manage roster to be able to find people that are available / would prefer to work at specific times

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  4. Generate Roster - Prevent user from generating roster if there are agents without availabilities set

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  5. Put in place a hierarchy that will allow RDOs to be overwritten by a different type of leave request

    1 vote

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  6. Update Bulk Edit to be more dynamic (only productive tasks right now. Ability to change to any task)

    1 vote

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  7. Prevent Save on Manage Roster page when shifts have been added that fall outside of the roster period

    1 vote

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  8. Fixed rotations enhancements: Agents being able to view the rotation and the structure of the rotation

    1 vote

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  9. I would like all leave and schedule swap approval emails to have the agent's supervisor on the cc line

    1 vote

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  10. Ability to bulk import new workstreams and / or bulk update existing workstreams through import

    We have to basically re-create them in the workstreams again, whereas an import would save loads of time. Same for business roles and tasks actually, being able to import them.

    1 vote

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    Acknowleged  ·  0 comments  ·  System Configuration  ·  Admin →
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  11. Improvement: Update tasks in leave requests and shifts when they're updated in Administration -> Tasks.

    If a task is updated under Administration -> Tasks, it would be nice if all related Leave Requests / Shifts that contain the task are updated to reflect the changes. This includes task attributes such as color, name, paid vs unpaid.

    1 vote

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  12. Manager and Advocate Submits request for schedule changes (not allowing them to make changes themselves.)

    1 vote

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  13. Add a new SMS channel for text message capture

    It would be nice to see SMS added to Playvox as a Channel, as it's increasingly becoming a channel customers connect with us on.

    As well as adding the channel, can we make sure it's also included in all reporting the way other channels (Chat, Ticket, Phone, Social) are?

    1 vote

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  14. Capacity Planner: Ability to add multiple users to a template in bulk. E.g. I need to add 10 x this type of user

    1 vote

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  15. Manage Roster Save Favourite: Add the ability to filter Fit Visible Items AND Show Schedule Coverage turned off

    1 vote

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  16. If you delete the last task for a shift - Remove the shift line from the roster on save (prompt user to alert them)

    1 vote

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  17. Admin>Groups>Metrics Page: All values fields should indicate the unit of measurement and carry through to dashboards

    Every measurement should have units, and every graph should be normalised for ease of use - specifically if it is greater than say >120seconds the scale should default to minutes. Furthermore, you should have the ability to change by unit (sec/min/hour) as desired, which is important depending on channel.

    1 vote

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  18. Queue/Views: Want to be able to get a view on how many NEW and OPEN tickets are in each workstream at a point in time

    I want to see live numbers in the Real Time Perf Summary and Workstream Analysis View

    1 vote

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  19. Capacity Planner - Overlay last years / last months actual planned / unplanned leave % when viewing / updating leave.

    1 vote

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  20. Manage Rosters page - under Tools, Add Shifts - display only shift templates that relate to that roster configuration

    1 vote

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