518 results found
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Allow notifications to be sent by SMS
Allow the notifications to be sent by SMS as well as slack
2 votes -
Scenario Before/After Staffing Comparison
It would be amazing to be able to view a breakdown of how your forecast scenarios impact net staffing (a before/after type screen) on Manage Forecast
2 votes -
2 votes
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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 -
Edit Forecast/Historical Pattern Summary Combo Look
Looking for a way to show multiple forecasts potentially and how they compared to the actual volume. Only able to view one forecast at a time to compare.
2 votes -
Reporting: Additional report in Analysis for LogIn/LogOut
It would be very useful to have a clean simple login/logout report; the data is obviously in the system, but there is no simple report available that gives 1. User name, 2. start of shift timestamp, 3. Lunch start time stamp, 4. Lunch end timestamp, end of shift timestamp and getting to one requires a ton of reformatting. (I've never seen a WFM system that doesn't have a simple login/logout report, before so maybe I'm just not finding one that does exist?)
2 votes -
Performance Summary - Different Icons for Different Leaves
When in Performance Summary, I would like to see different leave icons based on the leave type.
Current state - any leave shows the plane/jet icon
Could we show a thermometer if sick leave is part of the site for instance? What about one for jury duty?
2 votes -
Allow email configuration to be configured within Playvox
I.e. Enabled / Disabled and / or to set the email SMTP details
1 vote -
Analysis - Workstream Interaction Detail Voice Call Type of Disconnect
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 -
Manage Forecast - Scenarios Override Can Only Choose Percent for Volume
Manage Forecast and Scenarios. When you open an override, if you want to create one for volume, the only dropdown is to do it by percent.
Could we model after the AHT option, which includes percent, value, and increment.
2 votes -
2 votes
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2 votes
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Ability to cascade features/metrics/leave from the group level, or from one team to another clone metrics
If an organization has 20 teams, they need to enter each set of agent/team/business metrics individually. While yes different teams have different metrics, there are many teams that have similar responsibilities and cloning of metrics would make for vastly improved efficiencies in this area.
1 vote -
Events: Preview Events When Generating Within Manage Roster
Allow the user to view the preview of where these events will go prior to it dropping them in to the roster
2 votes -
Allow End Users to change timezone in My Schedule screen and Zendesk App
We have End Users in multiple timezones.
To keep leave / schedules in alignment we sometimes use a particular timezone not aligned with their local.
It would nice for our users to have the ability to check their schedule / leave in different timezones
2 votes -
2 votes
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2 votes
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Ability to copy more than 1 day when copying and cloning shifts:
Copy 1 week to another week for example. Would be restricted to the current roster period
2 votes -
Request for Intraday re-forecast with needs update.
Would be great to see the original forecast, 12 hr trending forecast and how many FTE we need based on actual volumes. Historical Trail of forecast form previous timeline to current would also be ideal
2 votes -
Include/don't include shifts that have a pay category?
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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