375 results found
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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?
1 vote -
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 -
Move the seniority scale from under Contract to User Preferences on the user profile
The Seniority Scale available in a user's profile settings is attached to the 'Contract' section of the profile.
We believe it makes more sense for the scale to be available under User Preferences, as it is used by the rostering engine to determine which user is more likely to get their preferences based on seniority.
1 vote -
Can we see in Work Summary a running total for hours currently logged in to that task?
It would be great to see how long an agent has been logged into their current task without needing to hover over the timeline on Work Summary.
It would also be really helpful to see how long an agent has been in available tasks over the course of the shift.
This is to help gauge how productive an agent has been during their current shift in cases where we are not tracking occupancy for an agent.
1 vote -
1 vote
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View the new colour I choose for a task straight away after I changed so that I will make sure the new colour was applied.
I want to be able to view the new colour I choose for a task straight away after I changed so that I will make sure the new colour was applied.
1 vote -
Add Forecast Volume to the workstream analysis report as a metric that can be displayed in the report's summary, like inbound volume
Ability to pull the graphical information of the forecast into a target circle to display next to the inbound volume by channel for cleaner view to share with execs in the workstream analysis report.
This would be the same as being able pull the target circles of Inbound volume, abandon, ASA, Service level.
1 vote -
Business Metrics Improvement
Business metrics available on the Playvox landing page after login are based on Team.
A user must currently be a member of a team for the team’s configured Business Metrics to display to them.
This improvement requests that Business Metrics configured for a Team also appear for the team leader and the team manager.
0 votes -
Ability to export the forecast in different intervals
Clear review of over/understaffing forecasted / The ability to export Forecasted HC vs Required HC at different intervals instead of just 15 mins (i.e. 30 min, hourly, daily, etc)
0 votes -
Schedule Task Details - Team Information
It would be great if we could see accurate team information when drilling down into User / Date in the report.
0 votes -
Remove option to run roster for more than 4 weeks
We have some existing customer who already run a 4 week roster but with smaller user numbers, running a 4 week roster is not great once you have more than 100 agents involved. We should restrict the current 'Frequency / Duration to generate roster in (Weeks)' drop down (which currently allows up to 8 weeks) to 2 weeks for all new site builds if that is possible.
0 votesThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
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Introduce Reporting on Leave Thresholds
Tie this into the leave summary and potentially provide comprehensive insights into:
- reporting leave taken in relation to thresholds
- trends surrounding leave thresholds
- identification of calendars with approvals continuously exceeding threshold limits,
- monitoring users approving leave beyond the defined thresholds.0 votes
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