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

    4 votes

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  3. 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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  4. 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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  5. 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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  6. 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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  7. 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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  8. 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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  9. 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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  10. 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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  11. 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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  12. When in Performance Summary, I would like to see different leave icons based on the leave type.

    Current state - any leave shows the plane/jet icon

    Could we show a thermometer if sick leave is part of the site for instance? What about one for jury duty?

    2 votes

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  13. We have a 100% salaried support population with a lot of workload that is legit - but also "off queue" and unscheduled), though. Example below of someone doing a good day's work whose "adherence" reports very poorly:
    I'm looking at this and wondering if it would be possible to change the OOA color from this bold red to something a bit less alarming, but still an attention getter - like a dark charcoal gray, or a black/yellow banded/textured color or something of that sort? Anything besides the classic alarmist stop light red.

    1 vote

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  14. Allow configuration of the charts in realtime performance to include actual vs scheduled vs forecast activities, like the daily performance summary

    1 vote

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  15. It would be nice to be able to adjust the forecast volume using scenarios on reports like Performance Summary, Workstream Analysis (including the comparison view) and Daily Performance Report, so I can understand what the actual data looks like compared to certain scenarios.

    3 votes

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  16. Allow the ability to see # of calls in queue, average wait time, longest wait time etc. Same as channel, but real time at the workstream level.

    3 votes

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  17. It would be great to be able to collapse the rows in Work Summary so I can see only the information I want. For example, if I only want to see Adherence or Actual Hours, I'd be able to choose to only see that data for each user and the table would adjust to filter out Rostered Hours and Occupancy, etc.

    2 votes

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  18. These should then be used in agent statuses on realtime performance summary, to help me quickly identify what status agents are in.

    Right now I have to over over the coloured circle to see which task they are in.

    2 votes

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  19. I'm adding a task to someone's schedule as we need them to do another activity and I've added this before I think but this is a good use case.

    I want to add the task from the work summary but because I cannot edit rostered events from here I need to go into the manage schedule.

    We action a large number of intraday changes and to do this in advance from this screen would be a huge time saver. Is this possible in future releases?

    10 votes

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  20. It would be great to have visibility of who adds / updates / deletes adherence exceptions on user shifts, as exceptions contribute to a user's adherence score.

    3 votes

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