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  1. There are multiple steps for an agent to swap their shift with another agent with the current shift swap functionality. As an agent, you're not able to see the name of the person you are swapping with.

    In the shift swap email notifications, you do have visibility to see who is sending an offer, but in the PV platform, we are not able to distinguish between users and their offers.

    We are asking to have more visibility into which agent has offered and received the shift swap request to prevent navigation away from Playvox when associates add a request.

    3 votes

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    Acknowleged  ·  Anonymous responded

    Thank you for taking the time to bring this feature request to Playvox. 


    A Product Owner will review the request for potential inclusion within the backlog / roadmap. 

    Updates will be provided as the feature progresses. 


    Regards, 

    The Playvox Team

  2. change UI to show days where team member is not available or has less than full day availability to display in grey (or similar). This would significantly assist when making manual changes.

    3 votes

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    Acknowleged  ·  Anonymous responded

    Thank you for taking the time to bring this feature request to Playvox.


    A Product Owner will review the request for potential inclusion within the backlog / roadmap. Updates will be provided as the feature progresses.

     

    Regards, 

    The Playvox Team

  3. It would be great if we could set a specific numbers of hours that an employee is allowed to request for leave. For example, we give our employees 120 hours per year of paid leave. It would be great if the system could track how many hours the employee has remaining and if they attempt to submit a request that goes beyond their allotted limit, it would automatically deny the request.

    1 vote

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  4. Currently only agents have the ability to request shift swaps and admins have ability to approve it. Can we have Team Leads request leave on behalf of the agents?

    1 vote

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  5. Ability to update leave threshold in the Leave Management page for admin users instead of going into the settings to update.

    1 vote

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  6. Currently in the manage roster screen, after moving an RDO on a particular week day this day is displayed at the wrong place in the templates allocation tab (see enclosed picture). To have a consistent display we need to save the roster and refresh the page. It will be helpful, as an enhancement, to correctly live refresh the Template allocation table without having to save and refresh the page.

    1 vote

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    0 comments  ·  Scheduling  ·  Admin →
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    Hi Daniele,


    Thank you so much for your latest idea on UserVoice! Your ongoing suggestions are incredibly valuable to us, and we’re grateful for your dedication to helping us improve our product.

    Rest assured, we’ll be reviewing your idea as we plan future updates.

    Please keep those ideas coming and feel free to keep voting on others that you're interested. Your input is greatly appreciated!


    Kind regards,

    Fabiana

  7. We’d like to see the agent’s contract info – right now you can only see some of their Minimum fields, except for the Roster Warnings tab which shows everything. We need to see those Max fields, and those would be especially helpful to show up in the User Shifts, Daily Allocation, and User Availabilities sections. If the agent has no warnings for the week, their info does not appear, and we currently have to click back-and-forth between screens to ensure we’re not overscheduling reps

    1 vote

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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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  8. Being able to input the agent's lunch time in their profile availability so when a new roster is ran their lunches are correct in their schedule

    1 vote

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  9. ability to bulk remove a task from the roster and have the system automatically replace the task with the task (or one of the tasks) from the workplan. Could be further adjusted via Optimisation after completion.

    2 votes

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    Acknowleged  ·  Anonymous responded

    Thank you for taking the time to bring this feature request to Playvox.


    A Product Owner will review the request for potential inclusion within the backlog / roadmap. Updates will be provided as the feature progresses.

     

    Regards, 

    The Playvox Team

  10. Comparison window in workstream analysis report should be able to cover multiple days and compare multiple days vs. the current limit of two comparsions

    2 votes

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    Acknowleged  ·  0 comments  ·  Reporting  ·  Admin →
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  11. DST poses challenges each spring and fall due to our teams spanning three time zones: North America, Mexico, and EMEA. This year, EMEA switched on Oct 30, North America will switch on Nov 6, while Mexico remains unchanged. To align our support hours, we require a customized Mexico shift synchronized with North America's DST change to streamline scheduling and recurring events.

    5 votes

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    1 comment  ·  Scheduling  ·  Admin →
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    Hello

    Thank you for sharing this insight! We appreciate you taking the time to share your idea with us.


    While we are not working on this feature yet, rest assured that we are actively considering it for future development. Your input is crucial to our planning process, and we will keep you informed of any updates


    Your feedback is invaluable and helps us make our product even better.


    Kind regards,

    Fab

  12. Reminder email sent to manager / team leader who should be approving leave if there are outstanding requests for their team/group. (e.g. if there are leave requests awaiting approval for over 24hrs)

    2 votes

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    Acknowleged  ·  Anonymous responded

    Thank you for taking the time to bring this feature request to Playvox.


    A Product Owner will review the request for potential inclusion within the backlog / roadmap. Updates will be provided as the feature progresses.

     

    Regards, 

    The Playvox Team

  13. Ability to have planned / unplanned leave send configurable emails to groups rather than just individual manager. E.g. would be good to be able to add emails to leave management emails. or the ability to designate more than one person as a manager.

    2 votes

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    Acknowleged  ·  Anonymous responded

    Thank you for taking the time to bring this feature request to Playvox.


    A Product Owner will review the request for potential inclusion within the backlog / roadmap. Updates will be provided as the feature progresses.

     

    Regards, 

    The Playvox Team

  14. The administrator role should by default receive the permissions for all new features automatically rather than it needing to be configured. The role should be granted in a limited subset of folks that this access would not create greater exposure especially since the role has/can to grant themselves those permissions manually now.

    1 vote

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  15. Currently, 30 minutes is the minimum limit for PTO requests that Playvox can approve. With the Workday integration, we need to be able to submit a for the time needed so our people can get paid properly. If it would be possible to remove the limit so our reporting and their time cards can be accurate

    1 vote

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  16. When a reoccurring event is booked for 2 people (A lead and an agent for example) if one of the two people is not scheduled to work at the time of the meeting, can it not be applied to the remaining schedule.

    Example - A Lead and Agent have a reoccurring 1:1 every two weeks on a Tuesday at 4pm EST. If the Lead has a scheduled shift from 8-4pm EST the meeting would not be applied since the shift ends at 4pm EST, but if the agent shift is 10-6pm EST they will still have the 1:1 applied to…

    1 vote

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    Hello

    Thank you for your valuable suggestion! We appreciate you taking the time to share your thoughts with us.

    Your input is incredibly important as we strive to improve our product.


    Kind regards,

    Fab

  17. Ability to filter schedule summary by Tag.

    2 votes

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    Acknowleged  ·  Anonymous responded

    Thank you for raising this concept to the WFM team. 

    The Product Owner will review and update accordingly

  18. Have the ability to indicate 1st half or 2nd half PTO requests without having to figure out each user's availability to identify specific timeframes.

    1 vote

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    Hello,


    Thank you for your suggestion regarding the ability to indicate 1st or 2nd half PTO requests! We appreciate you sharing this idea with us. It's great to hear how our features can be improved to better meet your needs. We’re always looking for ways to enhance our WFM product, and your feedback is incredibly valuable to us.


    Kind regards,

    Fab

  19. Nowadays we are considering based on the schedule and as you mentioned, if the agent use more than one window to serve tickets, we will count more time than he/she is really doing.
    But I wanted to see the possibility of having occupancy measured in slots, without considering the number of minutes spent on various tickets in the interval, but only the "entry and exit".

    1 vote

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    0 comments  ·  Metrics  ·  Admin →
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    Thank you for taking the time to bring this feature request to Playvox.

    A Product Owner will review the request for potential inclusion within the backlog / roadmap. Updates will be provided as the feature progresses.

    Regards,

    The Playvox Team

  20. We've recently noticed an anomaly that when an employee submits a request for partial day annual leave that covers their shift from rostered start time to rostered end time it won't recognise that any unpaid break (lunch etc) needs deducting from. Example being an FTE is 7.5hrs and this would be the AL deduction for an all day AL submission, but if an employee were to submit a request as partial day for this particular day then it'll deduct 8.5hrs (shift + 1hr unpaid lunch).

    While there is an understandable education piece we can take on from our side of…

    1 vote

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