509 results found
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Ability to Report Actual Required (in contrast to Forecast Required) FTEs/Hours
Currently, there is no ability to see or report the "actual required" FTE/hours. Actual Required would be similar to Forecast Required, except that it would assume that the forecast had been perfect for that day, and show what the ideal FTE/hours would be.
We use this to compare forecast required to actual required to rostered FTEs to report on the performance of the forecast and rostering.
1 vote -
When Exporting data, report percentage metrics as decimals
When Playvox exports data that is a percentage, it appears as an integer number representing the percentage. It would be much more helpful if that number was formatted as a decimal percentage of 1.
For instance, % Error on the Forecast Variance report is shown as "80" as opposed to ".8". if I set the column to Percentage format, I get 8000% as opposed to 80%.
1 vote -
Capacity Planner Staffing Predictor
Wanted to see the ability to see what staffing is required by entering a certain service level requirement. This would be available by channel/task, or the entire cap planner service level.
2 votesHello
Thanks for submitting the feature suggestion! It’s a great idea. We’ll keep it in mind as we plan upcoming updates, and I'll keep you posted on any developments.
Appreciate your input!
Kind regards,
Fab
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Designate certain leave requests that cannot be auto-approved by leave thresholds
We are using Lack of Work as a leave type, which allows agents to request time off if there isn't enough work, allowing us to shed labor. Agents may request this several days in advance. As this is a need-based leave type, we'd like to NOT have the system auto-approve these based upon leave thresholds, but other types still could.
1 vote -
Save Grid Settings to View
When you save a view/report in Reporting, it should save the grid settings (columns chosen, widths, order, etc.) as well as the Filter options used to make the report.
1 vote -
Incorporating drag and drop into User Profiles
We'd love to see drag and drop functionality built into Users section. Some of our frontline staff have multiple tags applied to their User Details which is based on a number pf parameters (Team number, workstreams they can work, rotation of shifts etc).
With our set up, we would ideally always like to have their designated team tag as their first tag followed by a set structure. The limitation we have with this is that if an agent were to move to a new team which fell under a new line of rotation for rostering purposes, to have that team…
1 vote -
Adherence Equivalent for no activity
Being able to make an adherence equivalence or exception for a lack of event.
Example 1: User doesn't login to Gladly or other integrations but is productive off queue and we want them to be in adherence in this event).
Example 2: System issues or new hire onboarding agents are unable to login.
1 vote -
Remove Leave from Who's Away at Leave Event End
For events like lateness' remove the Leave from Who's Away once the event ends. Another use case would be for a midday leave/return - this would show on the dashboard until the user returned at the end of the Leave event.
1 vote -
Add a search field to the google chrome extension
Our agents use the Google Chrome extension daily, throughout their entire shifts, to select from over 30 different statuses. Currently, the statuses are listed alphabetically, forcing agents to scroll through the entire list, which is time-consuming and inefficient. This process slows down workflows, particularly when handle many task during their shift.
Introducing a search field or filter option would greatly improve efficiency, allowing agents to quickly find and select the correct status, ultimately enhancing both productivity and user experience.
4 votes -
Add additional Information from DialPad to Playvox for exporting
We are looking to possibly add some additional information from Dialpad to Playvox. What we are looking for is to add a column from a dialpad export from the call logs that states categories and shows specific information from DialPad.
We are using exports from Playvox in the Workstream Details under Analysis. This particular information is not included in that information but is there a way to add it somewhere or is it somewhere that I'm not able to see?1 vote -
Allow setting and create validation for maximum allowable working hours per week
Introduce a feature that allows the system to set and validate the maximum allowable working hours per week for agents. The system should ensure employees cannot book opt-in hours (overtime, additional hours) if it would cause them to exceed this limit, which may differ from their regular contracted hours. This will help maintain compliance with both company policies and regulatory requirements.
1 vote -
Ensure time between shifts compliance for shifts with Opt-ins (Overtime/Add Hours)
When offering Overtime or Additional Hours (Opt-ins), the system must ensure that employees can only be offered and book these hours if they maintain the required rest (time between shifts) period between working days. This check should evaluate both the previous and upcoming working days to confirm that the necessary rest gap is preserved.
Currently we are having to manually review overtime as it is booked and make manual adjustments to each booking. This will not be sustainable if we ever see an increased requirement for overtime, currently it is very minimal across the business.
We are happy with how…1 vote -
Real Time Amazon data
There are a number of metrics in Performance summary that are real time metrics,
- real time agents online (phone)
- Real time Call backs waiting
- Real Time Longest wait
- Real Time Calls WaitingAt the moment these are only available with Zendesk Talk. Would be great to have these available with Amazon Connect to allow real time management all through Playvox rather than having to look at different websites and have 1 source of truth.
1 vote -
Addition of Short Abandon Metric into Performance Summary
We've recently altered our workstream metric parameters for Short Abandoned calls to a point where they are no longer hidden with the IVR message on our line and are now easily identifiable. This gives our Ops greater understanding of the customer journey and how calls are abandoned and when.
For us in Resource Planning though, as we use Performance Summary the most for realtime purposes and reporting on in day performance, there is currently no option to have Short Abandoned included as a metric for the front page. (see screenshot 1 below).
We know this does exist within Workstream Analysis…
1 vote -
Ability to configure certain leave types as out of adherence
To have the ability to code certain leave types (ie. Tardy, Leave Early, etc.) as out of adherence if the agent doesn't log in, even if this code is on their schedule for leave reporting purposes.
1 vote -
Ability for workstreams to capture the second contact on a transfer that is done via the CRM or through a human intervention IVR
Current restriction on contacts that are transfered do not pick up the second contact if it is transfered to a different queue and need this counted as a contact for forecasting purposes.
1 vote -
User Selection > 'Deselect all' function
Currently, in places with user drop-down fields such as the Work Summary, you can hit 'select all' users, which will select users, but there is no option to 'deselect all' users, meaning we manually need to deselect users singularly or by team. Please allow an option to 'deselect' all current selections in the User drop-down fields.
1 vote -
Glady Declined and Missed Call Metrics
Bring in the Declined Calls and Missed Calls metrics into Playvox from the Gladly Connector.
1 vote -
Edit leave request already approved
We currently lack the ability to edit a leave, especially sick leaves, when the dates need to be changed. For example, adding more days to a sick leave or reducing vacation days due to business needs.
We have consulted the following articles and have found nothing:
https://help-wfm.playvox.com/hc/en-us/articles/18291469660819-Leave-Management
https://help-wfm.playvox.com/hc/en-us/articles/18291644409619-Cancel-Leave-Requests
7 votesHello,
Thank you for sharing your idea to Edit approved leave requests on UserVoice! We truly value your input, and our team will review it as we plan future updates. While we can’t immediately implement every suggestion, your feedback helps us shape the product.
In the meantime, feel free to keep voting on other ideas you’d like to see implemented. Your voice matters!
Thanks for being part of our community!
Kind regards,
Fab Eisenmann
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Allow agent's leave to appear in searches when filtering by their new Team/Manager
Currently if an agent moves into a new group/team with previously booked leave, when you then filter the leave request search for their new team, the leave does not appear. It does show if you filter by that individual agent only.
I understand the concept that it was booked under a different team and therefore linked to their previous team/manager but for their new manager looking at their whole team's leave, this agent's previously booked leave will be missing. This is also the case for the Who's Away widget on the homepage.
2 votesHello,
Thanks for your feedback. We love hearing ideas from our customers, and your feedback helps us shape the product to better fit your needs.
Please keep adding ideas and voting. Your insights are always welcome and much appreciated.
Kind regards,
Fab
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