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  1. I have a prospect that 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?

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    0 comments  ·  Scheduling  ·  Admin →
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  2. Right now when you add events in the roster config feature, you cannot set an end date. If I have a recurring event that will happen for just a week or a month, I would like to set it for only that week/month. As it is, I have to create the event, set it to start on the start date, and then delete it after all rosters are generated with it (and hope I don't have to regen). Alternatively, I can create separate events for each date, but this is very time consuming and leaves a lot of room for…

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  3. 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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  4. 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.

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  5. 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.

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  6. 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…

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  7. 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.

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    0 comments  ·  Leave Management  ·  Admin →
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  8. 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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    Acknowleged  ·  0 comments  ·  Forecasting  ·  Admin →
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  9. We have some existing customer who already run a 4 week roster but with smaller user numbers, running a 4 week roster is not great once you have more than 100 agents involved. We should restrict the current 'Frequency / Duration to generate roster in (Weeks)' drop down (which currently allows up to 8 weeks) to 2 weeks for all new site builds if that is possible.

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  10. 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.

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

    1 vote

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  12. Would be amazing to set rules for breaks so they cannot break legal requirements

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  13. 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.

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  14. We would love to be able to setup a Slack notification that would name agents who are out of adherence based on a specific set threshold (e.g., if an agent is 15 min late to signing in for their shift, or 15 minutes out of adherence during their shift, a Slack notification would name the agents and the time spent out of adherence).

    1 vote

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    0 comments  ·  Connectors  ·  Admin →
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  15. 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.

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  16. Ability to automatically exclude certain tasks from adherence in task configuration (not leave tasks)

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  17. Tie this into the leave summary and potentially provide comprehensive insights into:
    - reporting leave taken in relation to thresholds
    - trends surrounding leave thresholds
    - identification of calendars with approvals continuously exceeding threshold limits,
    - monitoring users approving leave beyond the defined thresholds.

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    Acknowleged  ·  0 comments  ·  Leave Management  ·  Admin →
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  18. Systematically track and flag users who repeatedly approve leave requests beyond the defined leave thresholds. This monitoring would ensure that leave management processes remain aligned with organisational policies and resources.

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    Acknowleged  ·  0 comments  ·  Leave Management  ·  Admin →
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  19. Introduce a field or functionality to allow users to establish and uphold limits on the quantity of agents (leave requests) permitted to surpass the defined leave thresholds. Presently, team leaders or managers possess the authority to override the leave thresholds by manually approving leave requests.

    Implementing a mechanism to regulate the count of leave requests that surpass a predefined threshold would be advantageous to customers who have a global workforce with multiple calendars.

    Additionally, integrate tie this feature in to permissions, ensuring that only designated users possess the ability to access and define this capability.

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    Acknowleged  ·  0 comments  ·  Leave Management  ·  Admin →
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  20. Allow the work summary view to be filtered by the users that are currently working.

    This would allow the work summary view to be further filtered to only show users whose shifts are in-progress - or will commence within a specified number of hours. The users that are filtered would be updated as time progresses - so users whose shift have ended would drop out, and users about to start would come into view.

    1 vote

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    0 comments  ·  Real Time  ·  Admin →
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