59 results found
-
1 vote
-
1 vote
-
1 vote
This item has been completed and the Uservoice story has been delievered
Base level functionaility of Opt-In Hours
Thank you for your contribution to making Playvox an even better experience.
-
1 vote
This item has been completed and the Uservoice story has been delievered
Within a policy you will now find an Advance Setting section that will allow you to control Agent Restrictions.
Thank you for your contribution to making Playvox an even better experience.
-
Roles: When filtering by team andusing select all you pick up everyone in the list rather than the filtered group. Please fix this.
When you navigate to Roles, open a role and access the Users tab, the select all functionality is bugged.
Even if you filter the list by team or first / last name and select all on the filtered list, it selects everyone. It's really hard to see that it's actually selected everyone and we've accidentally assigned all users in the system the incorrect role because of this.
1 voteThis issue was fixed and released July 2022 in a patch.
-
Optimisation: To be updated to include allocating shifts to any agents without shifts
Add new agents into the roster and apply shifts to them.
1 voteNew option from Roster Listing Table to allow new agents to be included.
-
Group the user metrics by workstream
As a Team Manager I want to group the user metrics by workstream. This is maybe a second set of metrics, but we would like to be able to see (by user / team / group / location) workstream metrics by workstream such as:
Number handled
AHT1 voteEarlier in the year we released an update to the User Performance Metrics page that exposed Workstream Metrics.
You can find more information on this in our article Workstream Metrics on User Performance Metrics.
-
1 vote
This feature has been released as part of the Kewarra Beach Release.
https://support.agyletime.com/hc/en-us/articles/6266735551119
-
1 vote
-
1 vote
Configuration of Overall Summary in Realtime -> Performance Summary is currently available.
-
1 vote
This item has been completed and the Uservoice story has been delievered
Within the roster configuration screen, expand the Roster-Automation section on the left hand pannel.
This will allow you to choose how many rosters ahead you would like to be, and which day we should generate these rosters for you.
Thank you for your contribution to making Playvox an even better experience.
-
Roster Configuration - Ability to clone a workplan in any roster configuration
Should also include the ability to clone a whole Roster Configuration
1 vote -
1 vote
-
1 vote
-
Add metrics to Workstream Analysis that track workstreams updated over the selected time period.
At the moment the Workstream Analysis report only seems to track workstreams that were created, answered and solved for the first time. This makes it difficult to understand the efforts put into updating workstreams when the update does not fall into one of those categories.
Can you please add some additional metrics to track the number of workstreams updated, the total handle time and average total handle time of those updates for the selected time period?
0 votes -
Total Resolution Metrics Request
We would like to have total resolves and total resolution rate at an agent, team and group level.
Due to the nature of the current set up, resolves being attributed to the first resolver means that some of our L2 teams do not often get many resolves .
0 votesThis request was completed and released as part of the Nudgee Beach release on the 8th of May.
You can find the new metrics Total Resolutions and Total Resolution Rate on User Performance Metrics. Additional information available in our User Metrics at a Glance article.
-
Create an AHT Import for Forecasts with valid incoming volumes but no associated handle times
Customers using the Salesforce Service Cloud connector have a unique scenario where they have an incoming volume but no associated handle times. This is causing a problem for forecasting.
Can you allow an AHT import in Forecast Configuration to resolve this?
0 votes -
Report on the Offered vs. Taken additional hours published on a roster
Feature request for a report that shows how many additional hours have been offered vs. how many have been taken over a date range (and roster).
The only place you can get this information at the moment is in the Add. Hours tab on Manage Roster.
0 votesThis item has been completed and the Uservoice story has been delievered
This report is now available under the Schedule Task Analysis report.
For additional information, please refer to the following help article
Thank you for your contribution to making Playvox an even better experience.
-
Expose an estimated service level based on forecast and rostered agents
Based on what the product has forecasted for particular workstream(s) and what has been rostered for those workstream(s), I'd like to see an estimated service level so I can get a sense of how my agents will perform.
If I can see that the service level is too low, I can then tweak the roster to try and address this prior to the roster going out.
0 votesThe work is now complete and released to production for Capacity Planner and Manage Roster
- Don't see your idea?