48 results found
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2 votes
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2 votes
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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.
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2 votes
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1 vote
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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 ?
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1 vote
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1 vote
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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.
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