37 results found
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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 -
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 -
Events: Time Zone Awareness
When creating events that apply to multiple teams. If teams are spread across time zones allow the choice of what time zone the event will be applied to.
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
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1 vote
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1 vote
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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 -
Improved Minimum Thresholds on Roster Generation
Improve or enforce stricter rules around how long a task can be. Currently the generation will create tasks in the 15-30 minute range surrounded by other tasks. If we can enforce a task should be X amount of time at a minimum this will reduce manual work for adjusting these small tasks.
0 votes -
Flag users who don't log into their shift as Out of Adherence
Playvox WFM doesn't currently flag users who never log into a shift as out of adherence (as it's supposed to be an unplanned absense).
It would be nice to have the option to flag users who don't login as either out of adherence or have an associated unplanned leave type so it's easy for managers to identify and follow up on in reporting.
0 votes
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