508 results found

1. Ability to save a default "Work Summary Preference" view for all users

   At the moment all users have to independently adjust their "Work Summary Preferences" in order to view certain things like "Activities" or edit durations for "Out of Adherence" times at the top summary section. Then as soon as the user clears cookies/cache, these settings revert back to default.

   It would be valuable to have the ability for Admins set a default settings/preferences in the work summary for all users that will not disappear if cache/cookies are cleared. We can still keep the option for users select their own view if they wanted to.
   However, Admins should be able to select a default view that shows all of the recommended/requirements pre-determined by the business and not Playvox but still have the option to customize their own preferences if needed.

   At the moment all users have to independently adjust their "Work Summary Preferences" in order to view certain things like "Activities" or edit durations for "Out of Adherence" times at the top summary section. Then as soon as the user clears cookies/cache, these settings revert back to default.

   It would be valuable to have the ability for Admins set a default settings/preferences in the work summary for all users that will not disappear if cache/cookies are cleared. We can still keep the option for users select their own view if they wanted to.
   However, Admins should be able to select… more

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2. Leave management overall calendar

   It will be helpful to have an overall view of the leave requested by a team to add in the leave management calendar also the submitted leaves. To highlight the difference with the approved leaves, the background color of the submitted leaves could be transparent and the name text and the border color could use the color of the leave task.

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3. Show weekends on Forecast export, even if value is '0'.

   When using Seasonality forecasts and the option to forecast for weekends separately - include weekends as entries on the forecast export CSV, even if the value for that day/weekend is 0. Currently, these do not show if the value is '0'.

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   Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

   
   

4. Agent Notification for Opt In Hours

   As an organisation our reliance on topping up our rostered staff hours with Opt In Hours is currently reducing week on week. The appetite for Opt in Hours from frontline staff however isn't reducing and this is causing an amount of confusion amongst the staff in how their pledges aren't necessarily being transported to roster.

   Should our reliance on needing Opt In hours continue to reduce week on week, then this confusion will only increase.

   It's been identified that this is caused by a supply/demand issue.

   To counter this, and to minimise traffic/confusion it would be good to introduce some kind of message to manage the agents expectations. Something worded along the lines of:

   “Thank you for your support in pledging to work Additional Hours. Your request will now be processed and you will shortly see your roster changed to reflect the hours you've been successful in obtaining.”

   For example, there is 1 slot available between 8am and 10am on Monday. Agent A selects to work that that, and expect that it will land onto their roster. However, if Agent B also requests this particular time but does so a second before Agent A then they will be granted the slot on a first come first served basis. This is absolutely fine and the fairest way of allocating slots.

   However, should we have the a holding message along the lines of my suggested line above, then this would mitigate some of the confusion currently caused.

   Thanks!

   As an organisation our reliance on topping up our rostered staff hours with Opt In Hours is currently reducing week on week. The appetite for Opt in Hours from frontline staff however isn't reducing and this is causing an amount of confusion amongst the staff in how their pledges aren't necessarily being transported to roster.

   Should our reliance on needing Opt In hours continue to reduce week on week, then this confusion will only increase.

   It's been identified that this is caused by a supply/demand issue.

   To counter this, and to minimise traffic/confusion it would be good to introduce some… more

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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

5. Option to select custom date timestamp formats when exporting reports

   The ability to have a general setting somewhere that we can select what date/time format we'd like all reports to export with.

   Since we're based in the US, the default date/time stamps that we export are in the "MM/DD/YYYY hh:mm" format and are not easily recognized by excel or google sheets and it requires manual efforts to convert them to "MM/DD/YYYY hh:mm" or else we're unable to sort/pivot properly.

   In current state, not all reports but almost half of the exports we utilize, such as the Work Summary Reports and the Manage Roster Downloads are exported in the DD/MM/YYYY format.

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6. Schedule Update Enhancement

   We'd love to see the following enhancement made to Schedule Update function if possible?

   At present, the schedule update tool won't work in adding new starters to their allocated teams when they complete their defined period of Training/Academy time to a roster that has already been generated and published.

   As an organisation we're rolling out our main rosters for a longer period of time and are also in a period of having fortnightly intakes of staff. So every 2 weeks we're now having to move a sizeable headcount of new starters into their new teams manually. As our rosters grow and cover an extended period of time this will become a very labour intensive piece of work.

   So the enhancement we'd like to see to ease this burden would be to have these switches happen automatically and with minimal of manual intervention into previously generated and published rosters.

   Thanks!

   We'd love to see the following enhancement made to Schedule Update function if possible?

   At present, the schedule update tool won't work in adding new starters to their allocated teams when they complete their defined period of Training/Academy time to a roster that has already been generated and published.

   As an organisation we're rolling out our main rosters for a longer period of time and are also in a period of having fortnightly intakes of staff. So every 2 weeks we're now having to move a sizeable headcount of new starters into their new teams manually. As our rosters grow… more

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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

7. Provision Users In OKTA

   Have the ability to provision users via OKTA without needing to manually add/deactivate them.
   - onboard/offboard
   - Transition Teams
   - Update roles as needed

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   Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

   
   

8. Automation of adding agent to selected roster

   In our organisation we have a high internal attrition meaning that every month we have a significant number of agents moving from one department to another.

   At present the process of manual moving an agent to a selected roster is a time consuming one and with us looking to extend our roster range to a rolling 12months out it will mean even more time potentially being spent on selecting each selected roster one at a time to add a new agent into that roster.

   As a proposal, much in the same way we can queue rosters to be generated overnight/out of office hours, can we implement something similar for adding an agent to a selected roster?

   For example, agent A is due to move to roster B as of next week and this department currently has 3 months of rosters generated and published. Roster B is comparatively to others so will take approx 5mins per roster to add in shifts as per his template/rotation etc. To manually click this for 3months worth of rosters isn't currently the best use of manpower, so if this could happen overnight with a queuing system then it releases us to work on other tasks.

   Thanks!

   In our organisation we have a high internal attrition meaning that every month we have a significant number of agents moving from one department to another.

   At present the process of manual moving an agent to a selected roster is a time consuming one and with us looking to extend our roster range to a rolling 12months out it will mean even more time potentially being spent on selecting each selected roster one at a time to add a new agent into that roster.

   As a proposal, much in the same way we can queue rosters to be generated overnight/out… more

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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

9. Update leaves from manage roster to be reflected on leave history

   Ability to edit/delete leaves from Manage Roster which is then reflected properly in Leave History (and connectors)

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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. Slack notifications regarding next scheduled task/break

    Currently, agents are relying on Google calendar to know which task they should move into or when their break is - however, Google cal has a significant lag with Playvox and is not always accurate, so it would be helpful to have these notifications from Playvox pushed through Slack to agents for the most accurate schedule and to improve time management

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11. Manager Notification or Approval for Opt In hours

    The ability to have notifications sent to manager when agents opt in to tasks from the Opt In hours feature. We don't need this for every Opt In policy but would be nice to have the ability to info or request approval for certain instances.

    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

12. Five 9 Event Subscription Service

    Ess is Five9's new 'Event Subscription Service'. This service allows for real time information to be passed via a webhook, delivered through HTTP. The payload is a fixed JSON format and cannot be modified within Five9. 

    With this integration, we would no longer need to pull from Five9's reporting portal and would allow the flow of data in real time, a feature that Playvox doesn't currently have with Five9 integrations. 

    ESS will require one subscription for each required event groups. To have real time data for interactions and agen events, we would need 2 separate subscriptions. One for 'Interaction Events' and one for 'Agent Events'. 

    More information can be found here: https://documentation.five9.com/en-us/admin-console/event-subscription/_ch-event-subscription.htm?Highlight=ess

    Here is a list of ESS Events: https://webapps.five9.com/assets/files/for_customers/documentation/quick-references/allevents.html

    Ess is Five9's new 'Event Subscription Service'. This service allows for real time information to be passed via a webhook, delivered through HTTP. The payload is a fixed JSON format and cannot be modified within Five9. 

    With this integration, we would no longer need to pull from Five9's reporting portal and would allow the flow of data in real time, a feature that Playvox doesn't currently have with Five9 integrations. 

    ESS will require one subscription for each required event groups. To have real time data for interactions and agen events, we would need 2 separate subscriptions. One for 'Interaction Events' and one for… more

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13. Enter Leave on Real Time screens

    I want to be able to enter leave on the Real Time screen as this is the easiest place to enter partial absent. Currently, you can edit Actual Events, allowing us to enter Rostered leave eliminates the need to move between screens for what should be a simple data entry.

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14. Widget Capabilities

    Ability to enter Add On Hours and also enter Leave in the Widget versus signing into the Playvox page. Majority of our users do no log into Playvox page regularly and adding these options to the widget would be beneficial from a User Experience.

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15. Import fixed FTE forecasts for multiple weeks

    Currently, the CSV import of a fixed interval FTE forecast only takes in up to a seven day Monday-Sunday period. It would be helpful in our use case (forecasting for work outside of Playvox that does not have a workstream integration) to mass import for multiple weeks at a time.

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    Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

    
    

16. Simplify Help Center log in and open to all users

    I am often getting questions about how to log in to the Help Center.The log in process to the Help Center is not intuitive, requiring copy pasting the WFM URL (even if the user comes from Playvox by clicking on Help), then clicking on Log in with SSO (even if the user is already logged in to Playvox).
    The process id described here: https://help-wfm.playvox.com/hc/en-us/articles/19348573830419-How-Do-I-Access-the-Help-Center-
    At least for users already logged in to Playvox, they should just click on Help and be taken to the Help Center, without additional login.

    Another issue is that not all users have access to the Help Center, and there is no control for admins over who has or does not have access. This may date back to the Zendesk days, but if the Help Center is truly SSO, this should not be the case.

    Sharing articles is pointless, as most people either do not have access or cannot figure out how to log in. And to see how to log in, you have to log in first...

    I am often getting questions about how to log in to the Help Center.The log in process to the Help Center is not intuitive, requiring copy pasting the WFM URL (even if the user comes from Playvox by clicking on Help), then clicking on Log in with SSO (even if the user is already logged in to Playvox).
    The process id described here: https://help-wfm.playvox.com/hc/en-us/articles/19348573830419-How-Do-I-Access-the-Help-Center-
    At least for users already logged in to Playvox, they should just click on Help and be taken to the Help Center, without additional login.

    Another issue is that not all users have access to the… more

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    Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

    
    

17. Use Backlog in forecast

    The ability to manage backlog of email/tickets within the tool and then distribute this as part of the forecast/roster.

    3 votes

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    Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

    
    

18. Optimise active schedules

    Can we please look at introducing the re-optimisation of rosters that includes current active schedules as well as future schedules for the day that have not yet started. Planners want to be able to react to real-time conditions in the Performance Summary Dashboard for example and re-optimise based on that.

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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

19. Schedule tasks with predetermined start/end times, recurrence, and set number of assignees selected from a pool of people

    Our use case requires us to schedule people into specific duties (tasks) on a set schedule (fixed recurrence and start/end times), independent of the forecast, with a set number of assignees for each slot. We can identify the pool of people eligible for this task via business roles.

    We are currently using events to do this scheduling, but as we keep adding new roles across our global team, the number of events we have to manage is becoming unmanageable.

    We would like to be able to include this in the automatic schedule generation by defining the fixed time slots for the tasks, their recurrence, number of assignees and candidates, and allow the scheduling engine to select the assignees based on availability and load balancing, based on previously assigned tasks (of the same task or similar).

    Our use case requires us to schedule people into specific duties (tasks) on a set schedule (fixed recurrence and start/end times), independent of the forecast, with a set number of assignees for each slot. We can identify the pool of people eligible for this task via business roles.

    We are currently using events to do this scheduling, but as we keep adding new roles across our global team, the number of events we have to manage is becoming unmanageable.

    We would like to be able to include this in the automatic schedule generation by defining the fixed time slots for… more

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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

20. Scheduled user profile changes should be effective on the date entered, not at the start of the roster

    The Quagi Beach release (https://help-wfm.playvox.com/hc/en-us/articles/19098359933075-Quagi-Beach-Release-August-8th-2023#:~:text=Roster%20Generation%20Now%20Includes%20Scheduled%20Updates) introduced updates to how scheduled user profile updates are considered when generating the roster, but the existing implementation is limited in utility because scheduled updates are only taken into account in the roster starting after the updated was scheduled.

    This means that if a user profile update is scheduled on a date that falls in the middle of the roster, the roster for that user is generated with data prior to the scheduled update, instead of using the initial configuration for the days before the scheduled update and the new configuration for the days after the scheduled update.

    Technically this is a bug, because by being able to set a specific date in the user profile update the expectation is that the date set will be used when generating the roster.

    The Quagi Beach release (https://help-wfm.playvox.com/hc/en-us/articles/19098359933075-Quagi-Beach-Release-August-8th-2023#:~:text=Roster%20Generation%20Now%20Includes%20Scheduled%20Updates) introduced updates to how scheduled user profile updates are considered when generating the roster, but the existing implementation is limited in utility because scheduled updates are only taken into account in the roster starting after the updated was scheduled.

    This means that if a user profile update is scheduled on a date that falls in the middle of the roster, the roster for that user is generated with data prior to the scheduled update, instead of using the initial configuration for the days before the scheduled update and the new configuration for the… more

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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