369 results found
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‘Planned activity’ setting in Task Definition to better reflect that it enables WFMs to add the Task ad-hoc in Roster Management.
I want the 'Planned activity' setting in Task Definition to better reflect that it enables WFMs to add the Task ad-hoc in Roster Management.
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User Configuration - An option to sync Leave Configuration
I want to have an option to sync the Availabilities Start Time with the Leave Configuration Start Time when configuring a User Template
So that I don't need to manually set the Start Time on Leave Configuration if it matches the user's Availabilities Start Time.
1 vote -
1 vote
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Add information / tool tips to Task Configuration
Add tool tips or help text to explain what each task configuration option impacts in Playvox WFM.
I.e, flag which option impacts the visibility of the task in the Zendesk App, Roster Configuration or Leave Management.
1 vote -
Not needing to save Roster Config to save new template should auto add and save in Roster config.
Either add it, or make me choose the templates.
1 vote -
Workplans: Where two or more workplans combine into one roster
create the ability to have the same shift start time across all workplans for an agent for a roster period
1 vote -
Create a permission that will allow an TL to edit individual tasks
or to add individual tasks on a roster and save but not edit or move shifts (Possibly Work Summary)
1 vote -
Add YTD shortcut into filters
Can we have a simple short cut on reports that allow us to select YTD without having to manually select the date range ourselves?
1 vote -
“Auto refresh” of landing page
It would be great to have both 'Activities' and Agent / Team / Business metrics on the user landing dashboard auto-refresh so that I don't have to refresh the page to pull in the latest status.
1 vote -
Leave Summary Report Improvements
I'd like to request that when filtering the Leave Summary report for a period of time and selecting to view the report in the preferences by Day, that the graph for the leave by users graph would reflect how much of the planned/unplanned time was used by day. when pulling a team for a week, this graph will roll their total time up for the period by users.
1 vote -
Changes to schedule analysis report
Pull the data for PAID TIME into a new column please so that we can calculate % of time.
-Instances per agent
-No of hours/minutes per agent per day (or given selected period)1 vote -
Add AFAHT to Daily Performance Summary Table
Add the AFAHT forecast and actual to the table on the Analysis-->Daily Performance Summary page, along with the difference. This would give WFM/Planning a complete look at volume, abandoned, then the AFAHT added feature.
I also want to add in a variance column for Forecast vs. roster and forecast vs. actual to show the deltas on the day
In addition, a request to freeze the cells at the top of the table to see the headers on screen as you scroll down please.
1 vote -
Rename metrics in Scenarios to be consistent with other screens
When creating scenarios, the metrics listed next to workstreams (to set targets for ticket workstreams) are named differently on the workstream analysis and details reports.
Rename to be consistent:
Wait/TFR = Time to First Response
First Solved Time= First Solved Handle Time
First Answer Effort = First Answer Handle Time
Solve Effort= Total Handle Time1 vote -
For users with multi-week availability, can we see Week #1 of the rotation represented on the availability preview calendar?
When I am setting up multi-week availabilities for my users, I can enter the date which I want their rotation to begin in a field but it's hard to see this date reflected on the availbility preview calendar. Is there a way to make this clearer?
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Display forecast AHT and AFSHT in Manage Forecast
Manage Forecast shows us the Forecast AFAHT for a given date range, but there is not view on Forecast AFSHT or Forecast ATHT. Can we have those charts?
1 vote
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