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  1. Have the ability to open and close an Opt In period so that agents would have a week to opt in to slots but then the ability to say the opt in period is now closed.

    1 vote

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  2. Graduated nesting - An idea to build on our current nesting' period in Cap Planner - The ability for Playvox WFM to automatically know that somebody with 50% proficiency is effectively 0.5 FTE until they are competent/proficient in a skill. It would be nice to be able to set dates against it to so for example, am agent is 50% 'effective' for 1 week, 75% 'effective' for the next 4 weeks etc; and then agent is 100% 'effective.

    1 vote

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  3. Display volume trends as a percent in the Forecast configuration that can be edited if preferred. For instance, it's showing ^5% as the recent trend it's using to calculate the upcoming forecasts, the client can choose to keep that or can edit it to something else they would like to use for the upcoming forecast.

    3 votes

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  4. This is a 24 x 7 operation. They have a number of shifts that run across midnight e.g. 10pm-6am, midnight-8am etc; They are wanting to apply pay categories accordingly and automatically. We do not tie shifts to overtime today, it's tasks only and is done in 'manage roster' through additional hours or added manually. Could we potentially look at adding these at the shift template level and then set those overnight agents to their own template?

    1 vote

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  5. On the roster configuration page, when you are adding a policy, you cannot add business roles that are associated with team members who are not yet active.

    For example, I have 2 teams on a roster: 1 is working chat, 1 is working voice. They are on different workloads, and they are starting at different times. The chat group is starting next week. Their team is added to the roster and their users are in PV with next week start dates, but I cannot add the Chat business role to the policy for chat in the roster config because they…

    1 vote

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  6. Ability to do a two-way schedule integration for some users (ie. pulling events from Gcal into Playvox, and then Playvox into Gcal). Currently, we are only able to set calendars up as either a Scheduling calendar (ie. to pull events from Gcal to Playvox) or a User calendar (ie. to pull events from Playvox to Gcal).

    2 votes

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  7. Currently the bulk add new task will ignore any agents that have a task that you don't want overridden but it would be helpful to have the tool allow you to add a task that extends through the break or lunches (or other specified) tasks without covering those tasks and not ignore those agents from the update.

    1 vote

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  8. To have Manage Roster remove all other agent rosters similar to when filtering by team, user, etc. when you use the filter options on the right hand menu filtering by workload and tasks.

    1 vote

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  9. We'd love to see a system of being able to have tasks assigned a tiered rating, so some would supercede others.

    For example, if staff had to go through a piece mandatory training then the training task planned into their schedule would rank higher than any other task. So if a member of staff would then want to book that day off as AL where their training would be scheduled if availability allowed, then instead of auto approving, it would go into pending instead. This would then give us the opportunity to have meaningful discussions with relevant parties to check…

    1 vote

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  10. We would love the option to have "Blackout days" or days that specialists are unable to request time off knowing that we will treat the day as a holiday.

    1 vote

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  11. Allow you to configure which historical days, weeks, months you want to use for forecasting the arrival patterns rather than the last 6 weeks. Also allowing a combination of these options to be used. ie. Thanksgiving week 2022 can be used for Thanksgiving week 2023. Or rather than a week since the day can move, Christmas Eve 2022 (Saturday) can be pulled in for just this coming Christmas 2023 (Sunday) arrival pattern. This would reduce the need to create custom intraday profiles via csv import.

    1 vote

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  12. As an adm user of this platform, I would like to propose the addition of language options, specifically for Portuguese and/or Brazilian Portuguese. While the administrators and stakeholders may not face difficulties due to language barriers, a significant portion of our user base consists of consultants/agents or leaders who rely on Google Translate to navigate the platform.

    Unfortunately, this often leads to inconsistent and inaccurate translations, which can result in misunderstandings and hinder their overall experience.

    3 votes

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  13. Allow a two way sync or reverse sync option for clients when it comes to Workday. Sending leave from Workday to Playvox is a great option as part of change management ease when introducing Playvox. This would allow agents to keep the same process of adding leave, but still feed into the Playvox site for scheduling management, leave calendars, etc. Many wins with this feature request.

    2 votes

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  14. Ability to revert to any previously published shift from changelog

    2 votes

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  15. Instead of syncing after every leave request, have 1 sync or a hard-coded balance that leave requests are taken from within the system. This is to avoid situations of duplicated or mismatching balances between playvox & Bamboo HR

    4 votes

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  16. When a Plan is created for several months it will be helpful to have the ability to export all data at once, in a single spreadsheet. Today we need to export month by month and then merge the data.

    4 votes

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  17. View peer team should be via system role permissions rather than the team level. This is necessary for larger groups. There could be a default state to not allow and override at a time level if it's not overridden by the system role permissions.

    1 vote

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  18. Real time notifications to configurable destination (email, Slack, system message, system pop-up) for issues with agent performance.

    1 vote

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  19. Staffing view - ability to have users of planner choose to see how the staffing is viewed. For instance, filter options above the table to show:

    Day/Week/Month/QTD/Year/Custom

    3 votes

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  20. We'd like to be able to make changes to agent ticket data in the case that incorrect data was gathered. For example, if an agent leaves a ticket open for hours beyond when they are done working on it, we'd like to be able to cut that time off or tag it somehow as unproductive.

    This issue mainly impacts our occupancy metric, because agents leaving tickets open for extra time can mean everyone has much higher occupancy than is accurate.

    2 votes

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    0 comments  ·  Metrics  ·  Admin →
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