37 results found
-
Consistency across all features and dashboards/reports in the reporting parameters
New feature request; consistency across all features and dashboards/reports in the reporting parameters. Specifically Tags and Users.
In this specific use case, I am doing some research on a variety of Occupancy scenarios on a limited (and varied) population. In Real Time I can select those Users and save them in a single View for that purpose.
In Analysis>User Performance Metrics, I can select Tags, but not Users.
In Analysis>Schedule Summary, I can't select Users or Tags
In Analysis>Leave Summary, I can select Tags but not Users
In Analysis>Schedule Tasks Analysis, I can select Tags but not Users
In Leave>Leave…1 vote -
Add more columns to the table view of Workstream Configurations
Would it be possible to add a column when you pull up the workstream information that would quickly reflect the workload task that is associated with each workstream. Often times when investigating we need to see which tasks are assigned to each workstream.
The export should return all workstream data.
Save filters when moving between list and table views.
Import Workstream would also be nice
Retain filters applied to main page when opening and closing a workstream (currently filters are lost on exit)
2 votes -
Restricting Leave Tasks by Role when using the Add Time Off Button
The ability to restrict usage or visibility of specific leave tasks by role. The "add time off button" allows anyone with this permission the ability to enter 'all leave tasks' and specific leave tasks cannot be restricted by system or business role. For instance, if team leaders can only enter a certain type of request to be approved (ie. Absent) and not PTO and other requests that should go through WFM or another Admin for decisioning. The current ability to restrict tasks by business role doesn't appear to impact the admin features (Add Time Off Button).
2 votesUnder review for prioritisation
-
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 -
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 -
Improve Location Reporting in Playvox WFM
We would like the ability to leverage location throughout the platform more than just in Roster viewing
Reporting across all locations (inclusive all roles)
Have a remote vs in person classification on user profile and make this reportable.
1 vote -
Can we have an Average After Call Work Metric?
We are able to see the total After Call Work time of a user, but it would be helpful to see what each user's average after call work time is.
1 vote -
Events: Slack Notifications on Event Creation
When creating an event through the manage roster page provide an option to send a slack notification to assigned agents with event information
1 vote -
Update Leave Mgmt to align with the changes made to account for future leave / RDOs in Fixed Rotations
Roster Generation was updated for fixed rotations to ensure that future approved leaves outside of an agent's set rotation pattern for a given week were accounted for.
What we need to do now is ensure that the Leave Management side of the system is also updated to reflect the new logic in this scenario.
1 voteUnder review for prioritisation
-
1 vote
-
Add Required (i.e forecast requirement) to the Activies and Current Activities (Actual vs. Rostered) tables available on Realtime Reports
On the Activies and Current Activities (Actual vs. Rostered) tables available in Work Summary and Performance Summary, it would be nice to be able to see how many agents / hours (depending on configuration) were forecasted for each workstream / workload.
1 vote -
Add a 'No Grouping' settings option to the Workstream Analysis
This settings option would allow for the data to be rolled up in an aggregated view across the selected workstream & teams, so we could get a high level view of key KPIs like CSAT.
1 vote -
Add improvements to the Daily Performance Report (Pin header columns, add columns to the table)
Have an option to 'pin' the columns to the top of the Daily Performance Metrics table, so I don't get lost when scrolling through the table.
Make the export button for the table more noticeable.
Add the column Rostered FTE Vs. Forecast FTE (for when I'm looking at the report in advance)
Add the column Actual FTE Vs. Forecast FTE (for when I'm doing an after the fact review of how they did on that day)
1 vote -
Improve searching with user tags (they have to be typed in full in exact spelling to show right now).
Can we make user tags a dropdown / selectable list or display available tags when you start typing? This is for reports and the user profile.
1 vote -
Seperate the 'Update Task' option from adding an Adherence Exception on Work Summary
When adding out of adherence exceptions, the update task option is available.
Updating a task via out of adherence blocks allows you to change the actual tasks of an agent to match the rostered tasks to eliminate the out of adherence period.
Adding an adherence exception allows you to excuse an out of adherence period for a user without changing their actual tasks.
These two functionalities are different and should be seperate to avoid confusion.
1 vote -
Add an attribute to the shift to allow the pay period to be displayed,
must be able to set the pay period based on the roster so some kind of config on the roster page is required too
1 vote -
Maintain Consistent Shrinkage During Optimisation
Shrinkage applied at the workplan level should be taken into account when optimising for lunch and breaks. But instead it is ignored and safeguards that have been put in place to reduce impact to SLA are removed which is causing significant manual work.
0 votes
- Don't see your idea?