54 results found
-
3 votes
-
Remove the 15000 limitation from the Workstream Interaction Search report
Limitations on the workstream interaction search only allows the return of 15000 maximum results.
This is a cause for concern if all data available on a single day is being returned if there are more then 15000 interactions. Potentially not receiving the complete picture.
We would like to have this limit removed or increased.
Making this limit configurable is also an option.1 vote -
Tasks marked as equivalent for adherence update to match the scheduled task on Work Summary / Performance Summary
This feature would have multiple impact areas.
It's intended goal is allow agents to see a simplified agent status list, while also allowing customer to configure more granular level tasks to track queue and agent behaviour.
Organisation
I want to be able to choose if I want to use this feature or not,
Task Configuration
-- I can configure a 'Display' task. This means the task will be visible to agents in the Zendesk connector under a display name.
-- I can add tasks as equivalent for adherence to tasks with a 'Display' configured
Zendesk Connector
-- Agents see the…
1 vote -
Events: Preview Events When Generating Within Manage Roster
Allow the user to view the preview of where these events will go prior to it dropping them in to the roster
2 votes -
2 votes
-
2 votes
-
2 votes
-
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
-
1 vote
-
1 vote
-
Add total unproductive paid time to schedule summary
As I report on total shrinkage and work towards a budget of 17.5% per day, is it possible to have a table that shows total shrinkage ( total leave and shrinkage combined) and allow you to add a target to bench against ?
1 vote -
1 vote
-
1 vote
-
Report Request: Head count dashboard by month, by role, by tag.
Can we have a headcount dashboard, filterable by date, role, tag. Maybe end date / start date, etc, so I can track my active users (headcount) and the changes occurring within them.
1 vote -
1 vote
-
1 vote
-
1 vote
-
1 vote
-
1 vote
- Don't see your idea?