517 results found
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matt.sakers@ralphlauren.com
Add ability to see all staff in Work Summary (adherence). Currently only scheduled employees show. Adding ALL employees will allow us to quickly see individuals who have logged in and taking volume on unscheduled days.
1 vote -
Revert "Heatmap" Leave Threshold Display to Binary Colours
Gradient is confusing & unnecessary. Since implementation our agents are now confused about whether days are available to book or not, since everything looks so visually similar. Agents only need to know if the day is available or not available, so green = available and orange = not available worked fine before. Admins don't need a gradient because they can see the actual thresholds & booking numbers. Or at the very least it needs to be WAY more visually distinct with 1 colour for how available something is if there's any capacity left (eg. darker to lighter green), and a…
1 vote -
Better Help Documentation
Specifically for task management, we should have examples of tasks and their configurations based on standard practices. For example, does a "busy" segment count towards or against adherence/occupancy? How is that set up in PlayVox to show accordingly in RTA.
1 vote -
Allow for bulk editing of lunch, break, etc.
Allow for bulk editing of tasks for multiple users to use in conjunction with the Event schedule. This will allow us to move items that prevent the Event scheduler from failing multiple user when trying to schedule department wide meetings and trainings.
1 vote -
Add download button in Work summary - Agents View
Our agents have real-time visibility of product management in work summary - current roster (Actual hrs) However, they do not have the option to download in a specific date range to track their products in the Google extension as well as view in real time. This way they can track, including a download button like the view that managers already have.
3 votes -
user profile date
In the Manage User section when looking at the Start and End date it shows the example of the date format as
yyyy-mm-dd but then presents the date as dd-mm-yyyy
Since this is not a standard across other countries it depends on how you grew up interpreting the information when the numbers do not surpass 12 in the date it is hard to tell what is the day vs month
1 vote -
0 votes
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Export User Events
Have the ability to export all user based events that are set up in the profile. Currently, there isn't a way to run a report showing all the user events for clients to track them. Having a way to export these events will be a huge visibility gain, whereas now it is a blindspot. Clients have to either add the event in the user section and track that externally, or add the event to the shift template. The latter creates exponentially more shift templates, but gives clients the visibility to the events.
1 vote -
Leave Request Search
Mulitable days are requested; when submitted, each day is separate in the Leave Request Search.
1 vote -
Dialpad - When Interaction Occurs Post Shift, Reopens the Shift
If an interaction tied to the agent occurs after the end of the shift, current state is that the behavior will re-open the shift. This throws off the reporting, showing a different end time. The logic would need to be reconfigured to pull by UPM V2 to look at tasks versus interactions.
1 vote -
Manage Roster Filters - Select/Deselect All
It would be helpful to have a select all/deselect all option when filtering in Manage Roster versus having to select or deselect them all one by one.
1 vote -
Business Role Creation Improvement
Allow the creation of business roles (and other admin configurations) through an import process vs having to create each role one by one.
1 vote -
Allow Capacity Planner to Calculate Coverage Based Upon 1/2 Hour Schedule Intervals
Right now, the capacity planner determines the available FTEs at a given interval based upon agents having schedules that align with whole hours. If you have an agent that starts at 7:30, it will "round" this interval so that half the days, the agent is covering the 7-8 interval and half the days, they are not. As such, this skews the numbers slightly in a monthly cap plan.
However, if the cap planner ever works on a daily or weekly basis, or if you download information in order to do a daily or weekly analysis, this skews the numbers significantly.
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1 voteHi Kevin,
Thanks for taking the time to share this feedback. While we can't guarantee immediate implementation, we will certainly consider your feedback as we continue working on future updates.
Thanks again for being an active part of our community. Your insights are invaluable to us!
Kind regards,
Fab
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Intercom - Allow more controls around tasks seen by agents in Intercom.
it would be ideal to have controls around tasks in intercom, with the options to lock visibility of certain tasks and have categories to put tasks in.
5 votes -
Intercom - Remove the requirement of needing the "Can install, configure, and delete apps" permissions for agents
Currently, when configuring an agent for Intercom Connector, it is required that the "Can install, configure, and delete apps" permission is enabled for the agents connector to work. This poses a risk, since some agents are BPO agents and not full-time employees. It would be ideal to have tighter restrictions around permissions, and for customers to be able to apply appropriate roles/permissions for different types of users to ensure that agents do not have access to delete or install apps etc.
5 votes -
holiday calendar - annual updates
We need to ability to update all Leave calendars instead of 1 at a time when adding annual holidays.
Currently we have to open each individual calendar and then open each holiday one at a time to add the new year. This is extremely inefficient, and leaves room for error.5 votesHi Heather,
Thank you for submitting this request! We appreciate your feedback and will carefully review it as we plan future updates. Your input helps us improve and shape the product to better meet your needs. Keep the great suggestions coming!
Kind regards,
Fab
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Add User Events in Bulk
Ability to add user events in bulk. Example is to not have to go into each user to add a specific lunch time, but rather have the ability to add events in bulk format. This could be part of the user import, or housed within the product such as a specific user event section, like roles are setup in the configuration area.
1 vote -
1 vote
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Re-trigger max leave future days notice once within threshold
Currently Leave approvals can set to require a min days notice and a max days.
Example: PTO must be requested at least 1 week in advance but no more than 90 days in advance.
When outside these thresholds requests must be manually reviewed which makes sense for the min days notice.
But for the maximum, if the request is made at day 100, the system should re-trigger 10 days later now that the request is within 90 days.2 votesHello,
Thank you for taking the time to submit your request on UserVoice! We truly appreciate your feedback and the ideas you've shared with us. Your input is a valuable part of our process as we work to improve our product.
We're reviewing all suggestions carefully, and while we can't promise immediate changes, please know that your voice is being heard. We'll keep you updated on any progress or future updates related to your request.
Thanks again for helping us make Playvox by Nice even better!
Kind regards,
Fab
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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.
2 votes
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