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  1. Copy 1 week to another week for example. Would be restricted to the current roster period

    2 votes

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  2. to Admins only e.g Adherence at business level, Occupancy at business level etc

    3 votes

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  3. create the ability to have the same shift start time across all workplans for an agent for a roster period

    1 vote

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  4. or to add individual tasks on a roster and save but not edit or move shifts (Possibly Work Summary)

    1 vote

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  5. Would be great to see the original forecast, 12 hr trending forecast and how many FTE we need based on actual volumes. Historical Trail of forecast form previous timeline to current would also be ideal

    2 votes

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  6. We produce a weekly hours report for our departments but don't want to include overtime hours in these numbers, just scheduled/contracted hours

    2 votes

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  7. Can we have a simple short cut on reports that allow us to select YTD without having to manually select the date range ourselves?

    1 vote

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  8. 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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  9. It would be great to have both 'Activities' and Agent / Team / Business metrics on the user landing dashboard auto-refresh so that I don't have to refresh the page to pull in the latest status.

    1 vote

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  10. It would be really helpful to be able to update multiple out of adherence blocks for a user / shift at once. Sometimes our users are switched to different queues or attend meetings / trainings and the exception I would add is the same for all blocks on a shift. But I can only add one at a time. It would be a lot less time-consuming if I could do it all together!

    2 votes

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  11. I'd like to request that when filtering the Leave Summary report for a period of time and selecting to view the report in the preferences by Day, that the graph for the leave by users graph would reflect how much of the planned/unplanned time was used by day. when pulling a team for a week, this graph will roll their total time up for the period by users.

    1 vote

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  12. 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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  13. Pull the data for PAID TIME into a new column please so that we can calculate % of time.
    -Instances per agent
    -No of hours/minutes per agent per day (or given selected period)

    1 vote

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  14. Add the AFAHT forecast and actual to the table on the Analysis-->Daily Performance Summary page, along with the difference. This would give WFM/Planning a complete look at volume, abandoned, then the AFAHT added feature.

    I also want to add in a variance column for Forecast vs. roster and forecast vs. actual to show the deltas on the day

    In addition, a request to freeze the cells at the top of the table to see the headers on screen as you scroll down please.

    1 vote

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  15. 2 votes

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  16. When creating scenarios, the metrics listed next to workstreams (to set targets for ticket workstreams) are named differently on the workstream analysis and details reports.

    Rename to be consistent:
    Wait/TFR = Time to First Response
    First Solved Time= First Solved Handle Time
    First Answer Effort = First Answer Handle Time
    Solve Effort= Total Handle Time

    1 vote

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  17. 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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  18. When I am setting up multi-week availabilities for my users, I can enter the date which I want their rotation to begin in a field but it's hard to see this date reflected on the availbility preview calendar. Is there a way to make this clearer?

    1 vote

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  19. Manage Forecast shows us the Forecast AFAHT for a given date range, but there is not view on Forecast AFSHT or Forecast ATHT. Can we have those charts?

    1 vote

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  20. When editing the forecast on Edit Forecast, I can only make changes by altering the 'daily forecast volume' in terms of actually manually changing the number.

    It would be nice to have other methods to update the daily forecast volume, such as by applying a set percentage increase / decrease for the date range or selected time intervals

    2 votes

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