378 results found
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Alert me if there are active user profiles that are not configured properly
User profiles with issues can cause issues with scheduling and leave.
I'd like to have a report or at least an alert that tells me if there are active user profile's with configuration issues (i.e, availabilities don't match contract hours, there's no shift templates or shift templates don't match availabilities) so that I can fix them before there's an issue.
5 votes -
Overtime Reporting, Schedule Summary - enhance graphs to show Rostered vs. Actual when available i.e. for previously worked periods
It would be great to be able to see the actual amount of overtime worked vs. the rostered overtime in the Schedule Summary report.
Right now we can only see the rostered overtime in Schedule Summary
0 votes -
Capture browse metrics for cherry picking reporting (Zendesk).
Would like to see not only numbers of tickets skipped (Zendesk Play / Guided Mode) but also see the # of tickets that were opened and not updated (i.e, tracking selective picking of tickets).
1 vote -
Add user location as a filter to reporting pages
It would be nice to filter pages like Performance Summary and Leave Summary by location, particularly for location-based teams.
0 votes -
Who's Away Section on Dashboard
Have the ability to configure the dashboard by team, role, or both to turn the Who's Away section on or off.
6 votes -
Manage Roster Coverage Table Ability to Filter Out '0' Value
Ability to filter out the '0' value when reviewing the coverage needed across a day or week. This will speed up efficiency for real time looking to see where help may be needed.
2 votes -
Realtime Performance Summary - Add 'Variance to Forecast' Metric to Channel and Workstream
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 -
Forecast-->Manage Forecast
Rounding enabled functionality on this screen, needs to be at organization level or forecasting config to turn on or off for all of forecasting views (i.e. Manage Forecast, in Performance Summary, etc); Use Case: If I edit forecast, default in the site is rounding enabled and won't reflect the correct forecast volume. Needs to be a global setting to touch every place the forecast is visible based on the edit forecast adjustment.
1 vote -
Leader Dashboard - Ability to select certain time off types to view who is away
A client has a holiday coming up that they scheduled for everyone, however on the leader dashboard, it shows 'Rest of the Week', which is 287 people. The client is requesting that they can select the leave task types that this view on the dashboard would include. In this case, 'Holiday' is the leave task that shows on the dashboard. Could we make it customizable to the client and have them choose what types could be excluded?
2 votes -
Track workstream assignments in Reporting
Add insights to Playvox WFM that allow us to see:
When a workstream was assigned to a particular group / queue
How many workstreams are assigned to a particular group / queue
When a workstream was first updated / the average time it takes for a workstream to receive its first update after it was assigned to a particular group / queue
When a workstream had its first public reply posted / the average time it takes for a workstream to have its first public reply posted after it was assigned to a particular group / queue
0 votes -
Leave Reporting
Ability to have leave reporting for an agent roll to the current team, not only to the team that historically existed, but is no longer existing. Currently, the client has to select both teams when running leave for an agent that was previously on another team.
2 votes -
Make it easier to re-run the forecast
Currently, to re-run the forecast after a change is made you have to click Edit > Set Last Run Timestamp, then save workstream configuration, then fully leave the Forecast section and come back after 5-10 minutes. It would be nice if there was a straightforward way to re-run it.
3 votes -
Email Notification Roster Publish - More Detail Needed
Send the email notification about a schedule change being published by modeling it after the Manage Roster --> View Changelog.
This view shows the before and after of the agent schedule, and would be great to have this displayed in the agent email notification.
3 votes -
Allow customisable service hours for 'special days' to be taken into account by scheduling / forecasting
I have SLA calendars set up for our phone and digital workstreams and these are all set up with their regular operating hours.
Is there a way, or is it planned for there to be away, to customize operating hours for special days eg: public holidays? For example, over Easter we were only open from 10am-8pm, but even adjusting the forecast it still forecast for calls over the standard operating hours of the contact center (therefore creating a requirement for staff between 8am and 10am on the Friday and the Monday that wasn’t needed.)
Ideally when we add a special…
1 vote -
Allow agents to update their preferences
Allow agents to update their user preferences (ie. preferred off day(s), preferred start times, preferred workload)
1 vote -
Manage Roster | Adding Tasks - Have a checkbox to make comments visible to agents
Have check box to allow admin to check box to make comment visible to agents to see. Some may be more of internal comments for mgmt in the case of certain leave types
3 votes -
Capture Busy / Working time as well as current occupancy
As well as capturing the current handle time, which allows for concurrent handle time (and especially for tickets may be valid behaviour), it would be useful to capture the time that is busy time - ie the time that someone is working, regardless of the concurrency.
This would allow the distinction of time spent not busy, regardless of concurrency.
1 vote -
Allow Roster to display in local time zone
Currently, the Roster displays in only one time zone, which is selected within the Roster. It would be much more user-friendly if agents, team leads, and others could see it in their local time zone.
5 votes -
Ability to generate Roster for long periods and far in advance
Playvox is typically generated only a few weeks in advance (to minimize managing schedule changes). Today we are managing advance scheduling outside of Playvox and adding it at the time the roster is generated.
A method of handling this type of advance scheduling would be beneficial.5 votes -
Improve Roster Filters - Who is not available
While the roster has all the scheduling data, with a large team and many different tasks being scheduled, it can become difficult to consume that information. Adding different ways of consuming this information could help like:
● Who is on deck view, that shows who is currently available (or out-of-office), and being able to filter and group this by various fields.2 votes
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