369 results found
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Export roster timeline view to a spreadsheet
We would like the ability to export the roster timeline data in a spreadsheet, in a format similar to the one attached.
This would help when we are planning coverage for some special events, when for few days a lot of agents will be unavailable or working different hours than usual. This involves scenario planning, where we are experimenting with various options (number of people unavailable, shifted availability) until we settle on the final solution. Having a scenario planning feature would be ideal, but until then just the capability to export the roster data in a spreadsheet would help.1 vote -
Skipped Interactions | Ticket ID with Agent who skipped.
We can already know how many interactions where skipped by which agent.
But we want to know more details.
We would like to know how many interactions skipped 'x' agent, and when we click on the number we can see which interactions did playvox capture and at what time.
This would help to coach the agents.
2 votes -
Change to Schedule Summary Reporting
On the schedule summary page, it would be ideal to show the Rostered and Actual next to each other in the Data Table. I would like to compare what was scheduled versus what happened without toggling between.
1 vote -
Add custom fields to user profiles
The user list is limited in how it can be filtered or what metadata can be added to users. We are now using Tags to capture additional information, however this can quickly become messy.
It would be nice to be able to add custom fields to user profiles.2 votes -
Approved shift swap details
As a manager I need to see shift swap details after approval. Today after approval the shift swap details are empty.
We need the ability consult shift swaps history details to understand what happened in the past.
5 votes -
Display Volume Trends %
Display volume trend as a percentage in the Realtime Performance Dashboard report (ie. ^5% or) so you can see if you are trending high or low at a glance.
2 votes -
Add hours to Special Days, to be able to configure partial day holidays
We are using Special Days in Leave Calendars to configure holidays by countries/regions. There are countries that have partial day holidays, i.e. the holiday starts only after 2pm.
Currently Special Days only allow to associate a start and end date, but there are no hours attached to it. We are forced to manually add leave requests for people that celebrate these partial day holidays, but at scale it is difficult to track because new hires are onboarded all the time in different countries.
To solve this problem, it would be helpful to be able to add hours to a Special…1 vote -
Easier Date Selector
Allowing for easier date selection when you are toggling back months or even years to be able to quickly select the month and year vs having to toggle dozens of months forwards or backwards.
1 vote -
keyboard shortcuts
To have keyboard shortcuts enabled, for copy, paste, delete and other shortcuts for scheduling events
1 voteThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
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playvox ID
Need all users to have a Playvox ID.
The reporting in Playvox needs to include a User ID that is unique to each user and available on all user reports.
For instance, when I pull the User Performance Metrics, the only User info is their full name in one excel box.
but, when i pull the Schedule Task Details...i get the user name in 2 boxes (first/last) and also now i have their email address.
So when i export these 2 reports to excel i have to manually combine names rather than having a unique ID that i can easily…1 vote -
option to filter out specific users/groups/teams
While manually editing the roster you can currently filter by name, team, business role, user location and user tag which is really useful, but it would improve the experience so much more if there was also the option to exclude certain users.
ie. filter by 'Team A', exclude 'Business Role 1'
1 vote -
Zendesk allow only one ticket open to accurately capture AHT
Would like the Playvox widget in Zendesk to restrict ticket tabs to allow only one ticket at a time to be open. Also would like the widget to continually track AHT and not allow agents to be in a ticket status without a ticket open.
2 votes -
Event Participant
Create a feature where on demand events (coachings/trainings) can be scheduled around an event participant's schedule (ie. Leaders/Trainers).
2 votes -
Workload Mapping using zendesk group assignment
Ability to track workload whenever a ticket is assigned to certain group on Zendesk.
- # tickets in workload
- Arrival patterns and volume forecasts
- HC Forecasts
- AHT based on Workload.
- Time to response after ticket was assigned to the group.2 votes -
Bulk Update User Profile Settings from User Mgmt Page
The ability to mass update user's teams, tags, etc. from a dropdown in User Mgmt vs having to do an import or making the changes manually for each user.
4 votes -
Add Email Avg. Touch Time to the Group Metric Config.
Currently Email Avg. Touch Time or Avg. Touch Time is not available to add under the Group Metric Configuration to be able to display to agents and or managers. Please add this option in the drop down list so agents can see their average time spent on emails/tickets.
1 vote -
Playvox Salesforce connector should be flexible enough to calculate handle time based on the opening of a case and the status change of case
Salesforce connector should be flexible enough to allow for clients who have an agent workflow that takes them to multiple browser tabs to complete work on an incoming case and stop the handle time when the case status is changed. Currently if the agent navigates to another tab for research the handle time stops yet many clients have a workflow that requires research in another browser tab.
1 vote -
Hourly ealtime service level monitoring by channel
Adding real time monitoring capabilities that work at the task levels we actually use (Email/Chat and Email/Voice) so we can conduct root cause analysis more easily should SLAs slip - Request to have it Hourly in addition to daily.
2 votes -
Add Total Interactions and Interaction Rate as a User Performance metric
Handle Rate is not a static metric as it's based on unique tickets handled in the selected timeframe, so the Handle Rate an agent sees daily on their dashboard will not equal what is reported in our EOW report. This has caused a lot of frustration in our agents' abilities to stay on top of achieving their performance metric goals, since their EOW Handle Rates are typically much lower than what they see daily.
As such, we'd love to see the introduction of Total Interactions (right now only available per workstream) and Interactions Rate, available on the User Performance…
1 vote -
Ability to streamline the leave with google calendar integration
When using the leave google cal integration, have the ability to just see a note in the upper area of the google calendar (not populate all the hours the agent is out of office). Right now, for full or partial day leave it blocks all of the hours that an agent would be on leave. If using this for a group of agents it could get very busy and hard to read. Attaching screenshot for better explanation.
1 vote
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