518 results found
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Collapse rows in Work Summary
It would be great to be able to collapse the rows in Work Summary so I can see only the information I want. For example, if I only want to see Adherence or Actual Hours, I'd be able to choose to only see that data for each user and the table would adjust to filter out Rostered Hours and Occupancy, etc.
2 votes -
Bulk add Adherence exceptions to Out of Adherence blocks for a user
It would be really helpful to be able to update multiple out of adherence blocks for a user / shift at once. Sometimes our users are switched to different queues or attend meetings / trainings and the exception I would add is the same for all blocks on a shift. But I can only add one at a time. It would be a lot less time-consuming if I could do it all together!
2 votes -
Add icons to task type definitions
These should then be used in agent statuses on realtime performance summary, to help me quickly identify what status agents are in.
Right now I have to over over the coloured circle to see which task they are in.
2 votes -
2 votes
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2 votes
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Override a daily forecast from (Edit Forecast Screen) by volume or (+/- percentage)
When editing the forecast on Edit Forecast, I can only make changes by altering the 'daily forecast volume' in terms of actually manually changing the number.
It would be nice to have other methods to update the daily forecast volume, such as by applying a set percentage increase / decrease for the date range or selected time intervals
2 votes -
2 votes
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2 votes
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2 votes
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Forecasts: Update chat / voice forecasts to exclude historical data outside of current operational hours
Some of our workstreams (particularly our region-based workstreams) have specific operating hours.
It would be great to be able to define the operating hours for Chat / Voice and have the option to choose how to handle the workstream volumes arrive outside of these business hours.
As it is Chat / Voice, those volumes may need to be excluded as there's nothing we can do to return the chat / call.
For other people who might route to a voicemail and return these calls, they might want to include them in the forecast.
Just the configurability would be great.
2 votes -
2 votes
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Add ability to switch between 15 minute/30 minute/1 hour intervals on Daily Performanc to standardise with other reporting pages
This would apply to;
Workloads -> Schedule Coverage
Workstreams -> Volume vs. Forecast
Daily Performance Metrics2 votes -
Zendesk widget - Whos online status
In the Zendesk-Agyle Time widget, under the "Who's Online" tab, it shows how many people are online for chat & phone, but not who.
On the same tab, in the section below, there are agents listed. However, it is a list of everyone who is scheduled for the day, not those who are online at that time.
It would be great to have a combination of these features where we could see who was online in real time on various channels. I've attached a marked-up screenshot.
1 vote -
Workplan hierarchy to apply rules (eg. RDOs)
Roster Config: Need to create some sort of hierarchy logic within the workplans that will allow us to apply different rules to a subset of users within a workplan e.g. consecutive or Non consecutive RDOs for a team/group
1 vote -
1 vote
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Punctuality %, early start and early finish score retrospective correction
Some customers have a strict Punctuality score. It's really important for them to see when agents are starting late and finishing early, which we provide.
The request is to be able to retrospectively update/make exceptions for the Punctuality.
For example, if an agent logs in late, but is approved, then the TL could make an exception and the late start would be corrected. Or if the actual task was updated it would reflect in the punctuality.
1 vote -
1 vote
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1 vote
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1 vote
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1 vote
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