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  1. The ability to see Location in shift bar as well as Team names within the Work Summary Real Time view.

    2 votes

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  2. Display what agent is logged into in Zendesk (with omnichannel) along side what they are logged into in Playvox.

    1 vote

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  3. Agent Adherence Dashboard - Amt of Time in Status/Alerts. A request to enhance real time agent status reporting to show total time an agent has been in a status, vs how much time they've been out of adherence or what time their last activity should have started. It would also be helpful to show this in a list view that can be sorted by user name, task type, total OOA, etc.

    2 votes

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  4. 1 vote

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  5. Ability to customise domain links that allow the end user the ability to click on the Integration ID and link out to the actual object in the external platform. Eg in the attached Example of Identifier 5003m00001bekfeAAA, this would allow the end user to customise a link in the settings and Playvox then inserts the identifier variable.

    Eg user settings, Playvox Customers would enter their custom domain information: "https://domain.lightning.force.com/lightning/r/Case/" or "https://domain.dialpad.com/view/call/" (as examples only)

    and Playvox would append the Identifier to the end of the text to create a clickable link within the report:
    "https://xero.lightning.force.com/lightning/r/Case/5003m00001bekfe

    4 votes

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  6. The ability to add 'Exceptions' in bulk to override out of adherence instances

    4 votes

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  7. In the Performance Summary section, when a client has a prefix on their Zendesk instance, the link to view the ticket does not go through. You are not able to view the ticket in Zendesk.

    1 vote

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  8. 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.

    2 votes

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  9. 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

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  10. 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

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  11. Monitoring lots of teams using the Work Summary screen is not very efficient, though the screen itself and the information on it is invaluable. Could we get a summarised version of Work Summary in a table format? It would be great to get the critical information for each user and team at a high-level, such as Occupancy, Adherence, OOA, Current Task, etc.

    A drilldown from there into more detail as well would be helpful.

    1 vote

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  12. Client requesting the ability to add the link to the ID that is similar to our setup with Zendesk in the Performance Summary. However, in this case it would be for the Gladly connector, having a link to the interaction they are working on.

    2 votes

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  13. Add 'Variance to Forecast' as a standard metric, alongside GoS and ASA when viewing by channel or workstream; this would include being able to add a target, so that this metric would also show as green or red. Also, it would be great to also see a 'What If' as the KPI for the workstream is pulled in, and being able to adjust it on the spot to see how the staffing and SLA would look with a different KPI.

    4 votes

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  14. Currently the backdating feature only works once, but if a customer creates new historic tags or identifies an issue later on, they're unable to re-backdate to re-align their historical data. This means their workstreams are no longer accurate and they have to wait and go from scratch or manually bulk import new volumes. Can the feature be improved that anytime a backdate is run it overwrites the old data completely and aligns all historic data to the corresponding workstreams as if it was freshly imported for the first time.

    1 vote

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  15. This feature would have multiple impact areas.

    It's intended goal is allow agents to see a simplified agent status list, while also allowing customer to configure more granular level tasks to track queue and agent behaviour.


    Organisation


    I want to be able to choose if I want to use this feature or not,

    Task Configuration


    -- I can configure a 'Display' task. This means the task will be visible to agents in the Zendesk connector under a display name.

    -- I can add tasks as equivalent for adherence to tasks with a 'Display' configured

    Zendesk Connector


    -- Agents see the…

    1 vote

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  16. Some customers have a strict Punctuality score. It's really important for them to see when agents are starting late and finishing early, which we provide.

    The request is to be able to retrospectively update/make exceptions for the Punctuality.

    For example, if an agent logs in late, but is approved, then the TL could make an exception and the late start would be corrected. Or if the actual task was updated it would reflect in the punctuality.

    1 vote

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  17. Is it possible for comments added to tasks in the Manage Roster view to be visible within the Work Summary view. This will enable team leaders to not have to swap between tabs/pages when monitoring real time adherences for their team. At the moment we can only see the task name and time in the work summary view but it'll be good to have visibility of what trainings and meetings are currently taking place.

    Current process: When the leaders are monitoring in real time the adherences for their team, they need to also need to open the task comment in…

    1 vote

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  18. Add a filter of pay category to allow WFM teams to easily identify if an agent actually worked their overtime shifts

    1 vote

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  19. Put the Agent Status section at the top of the report as an option, instead of at the bottom.

    2 votes

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  20. Now that I'm taking extra consideration for Adherence and adding exceptions when applicable… I have found that it is a bit time consuming or manual work for us when identifying the time and adding. Or making sure no ping /request is missed.i.e.

    1. Users ping us saying they having tech issues
    2. Once tech issues are resolved I open Agyle - Work summary
    3. I look for the out of adherence period in red that matches the time reported by advocate
    4. I double click on it and I add exception

    As users can see their own work summary and out of adherence periods…

    4 votes

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