378 results found
-
Increase the Roster Filters option
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:
● Calendar/timeline view, which can be filtered by one or multiple tasks.2 votes -
Publish Roster | Ability to type PUBLISH to notify it is the first publish
Ability to type PUBLISH to notify it is the first publish. You know how you have to type DELETE when you want to delete a Roster Period? Would love the same kind of thing on first roster publishes. We apparently cannot have a roster generated without publishing it on accident and it's causing a lot of manual work for us.
1 vote -
Add additional columns to Workstream Details to track updated / created information
The names suggested are:
Updated time --
This is the timestamp of the service request's last update. We can use this to help determine effort by filtering.Created by --
This is the name of the agent who initially raised the service request on behalf of the customer. If a request is raised by a customer themselves, the field would be blank or a static value (such as 'Customer').
Both columns would need to be filterable.
0 votes -
2 votes
-
Flag evaluations for behaviors
Can we have an enhancement where we can flag the evaluations where an agent behavior has been identified and where a follow-up is needed or to flag an agent profile?
• Flagging an audit/agent profile for different reasons
- Unprofessional
- Lack of customer service skills
- Work avoidance
- Inconsistent performance
- Critical Fail Trend
- Language barrier
- Knowledge gaps
- AHT Outlier
• Assign to a team member depending on the step of the actions to take to correct the behavior
- Assign to TL to follow up
- If the agent is sent to Remediation Training,…4 votes -
1 vote
-
Comments on tasks from Manage roster to show in the task on the work summary view
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 -
1 vote
-
1 vote
-
1 vote
-
1 vote
-
Manage Roster/worksummary:
Add a filter of pay category to allow WFM teams to easily identify if an agent actually worked their overtime shifts
1 vote -
Unable to generate a split task shift
eg. 4 hours of this then 4 hours of that as the system cannot then insert breaks over the productive tasks
1 vote -
Fixed forecast when applied to a workplan with users in multiple timezones
will schedule one user per timezone when we require only 1 regardless of timezone
1 vote -
Define payrates on user profiles and see a breakdown of cost in Analysis -> Schedule Summary
- Allow Payrates to be defined and associated with users.
- Use payrates when determining costs in schedule -> analysis screen.
2 votes -
Add bulk actions to User Management such as bulk adding & removing tags / templates to Users
Can we have the ability to perform multiple bulk actions against a user? Key bulk actions would be:
Bulk adding tags
Bulk adding user templates
Bulk removing user templates
Bulk adding tags - Request
We use the Tags. We love that we can now filter by Tags in many features. How difficult it is to have to add a new Tag to 50+ Users - one at a time, and have to do so in a system that does not allow tabbing to the next User? It would be helpful and efficient to have the ability to select groups of…
4 votes -
Normalize AHT by Interval
Allows us to be able to smooth out a forecast by being able to adjust/normalize anomalies at the interval level by AHT. Big win for forecasting, as you would avoid forecasting spikes at certain intervals to data load, etc.
3 votes -
Average handle time and ASA
I'd like to see a 'Weekly Average Input' tab in Workstream Configuration which would show avg volume and avg AHT. I would also like ASA and Customer Patience KPIs in that section.
1 vote -
Holistic Task Settings View
I'd like a view or export to see the Task details (settings, integration, and schedule rules) for all tasks at once to be able to audit configurations quickly.
1 vote -
Interactive Dashboard Options
Leader ability to open, review, and update leave and shift swaps requests directly from Dashboard>Activity Stream section. Agent's ability to cancel approved leave and accept shift swap's directly from Activity Stream section of Dashboard. WFM/Leader ability to open roster directly from Dashboard > My Rosters section.
3 votes
- Don't see your idea?