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  1. As an organisation our reliance on topping up our rostered staff hours with Opt In Hours is currently reducing week on week. The appetite for Opt in Hours from frontline staff however isn't reducing and this is causing an amount of confusion amongst the staff in how their pledges aren't necessarily being transported to roster.

    Should our reliance on needing Opt In hours continue to reduce week on week, then this confusion will only increase.

    It's been identified that this is caused by a supply/demand issue.

    To counter this, and to minimise traffic/confusion it would be good to introduce some…

    1 vote

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    Thank you for taking the time to bring this feature request to Playvox.


    A Product Owner will review the request for potential inclusion within the backlog / roadmap. Updates will be provided as the feature progresses.

     

    Regards, 

    The Playvox Team

  2. Reminder email sent to manager / team leader who should be approving leave if there are outstanding requests for their team/group. (e.g. if there are leave requests awaiting approval for over 24hrs)

    2 votes

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    Thank you for taking the time to bring this feature request to Playvox.


    A Product Owner will review the request for potential inclusion within the backlog / roadmap. Updates will be provided as the feature progresses.

     

    Regards, 

    The Playvox Team

  3. Ability to have planned / unplanned leave send configurable emails to groups rather than just individual manager. E.g. would be good to be able to add emails to leave management emails. or the ability to designate more than one person as a manager.

    2 votes

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    Thank you for taking the time to bring this feature request to Playvox.


    A Product Owner will review the request for potential inclusion within the backlog / roadmap. Updates will be provided as the feature progresses.

     

    Regards, 

    The Playvox Team

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

    4 votes

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  5. The ability to have a general setting somewhere that we can select what date/time format we'd like all reports to export with.

    Since we're based in the US, the default date/time stamps that we export are in the "MM/DD/YYYY hh:mm" format and are not easily recognized by excel or google sheets and it requires manual efforts to convert them to "MM/DD/YYYY hh:mm" or else we're unable to sort/pivot properly.

    In current state, not all reports but almost half of the exports we utilize, such as the Work Summary Reports and the Manage Roster Downloads are exported in the DD/MM/YYYY format.

    1 vote

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  6. Ability to filter schedule summary by Tag.

    2 votes

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  7. We'd love to see the following enhancement made to Schedule Update function if possible?

    At present, the schedule update tool won't work in adding new starters to their allocated teams when they complete their defined period of Training/Academy time to a roster that has already been generated and published.

    As an organisation we're rolling out our main rosters for a longer period of time and are also in a period of having fortnightly intakes of staff. So every 2 weeks we're now having to move a sizeable headcount of new starters into their new teams manually. As our rosters grow…

    1 vote

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    Thank you for taking the time to bring this feature request to Playvox.


    A Product Owner will review the request for potential inclusion within the backlog / roadmap. Updates will be provided as the feature progresses.

     

    Regards, 

    The Playvox Team

  8. In our organisation we have a high internal attrition meaning that every month we have a significant number of agents moving from one department to another.

    At present the process of manual moving an agent to a selected roster is a time consuming one and with us looking to extend our roster range to a rolling 12months out it will mean even more time potentially being spent on selecting each selected roster one at a time to add a new agent into that roster.

    As a proposal, much in the same way we can queue rosters to be generated overnight/out…

    1 vote

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    Thank you for taking the time to bring this feature request to Playvox.


    A Product Owner will review the request for potential inclusion within the backlog / roadmap. Updates will be provided as the feature progresses.

     

    Regards, 

    The Playvox Team

  9. Ability to edit/delete leaves from Manage Roster which is then reflected properly in Leave History (and connectors)

    1 vote

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    Thank you for taking the time to bring this feature request to Playvox.


    A Product Owner will review the request for potential inclusion within the backlog / roadmap. Updates will be provided as the feature progresses.

     

    Regards, 

    The Playvox Team

  10. Currently, agents are relying on Google calendar to know which task they should move into or when their break is - however, Google cal has a significant lag with Playvox and is not always accurate, so it would be helpful to have these notifications from Playvox pushed through Slack to agents for the most accurate schedule and to improve time management

    1 vote

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  11. Ess is Five9's new 'Event Subscription Service'. This service allows for real time information to be passed via a webhook, delivered through HTTP. The payload is a fixed JSON format and cannot be modified within Five9. 

    With this integration, we would no longer need to pull from Five9's reporting portal and would allow the flow of data in real time, a feature that Playvox doesn't currently have with Five9 integrations. 

    ESS will require one subscription for each required event groups. To have real time data for interactions and agen events, we would need 2 separate subscriptions. One for 'Interaction Events' and one for…

    1 vote

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  12. Our use case requires us to schedule people into specific duties (tasks) on a set schedule (fixed recurrence and start/end times), independent of the forecast, with a set number of assignees for each slot. We can identify the pool of people eligible for this task via business roles.

    We are currently using events to do this scheduling, but as we keep adding new roles across our global team, the number of events we have to manage is becoming unmanageable.

    We would like to be able to include this in the automatic schedule generation by defining the fixed time slots for…

    1 vote

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    Thank you for taking the time to bring this feature request to Playvox.


    A Product Owner will review the request for potential inclusion within the backlog / roadmap. Updates will be provided as the feature progresses.

     

    Regards, 

    The Playvox Team

  13. The Quagi Beach release (https://help-wfm.playvox.com/hc/en-us/articles/19098359933075-Quagi-Beach-Release-August-8th-2023#:~:text=Roster%20Generation%20Now%20Includes%20Scheduled%20Updates) introduced updates to how scheduled user profile updates are considered when generating the roster, but the existing implementation is limited in utility because scheduled updates are only taken into account in the roster starting after the updated was scheduled.

    This means that if a user profile update is scheduled on a date that falls in the middle of the roster, the roster for that user is generated with data prior to the scheduled update, instead of using the initial configuration for the days before the scheduled update and the new configuration for the…

    1 vote

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    Thank you for taking the time to bring this feature request to Playvox.


    A Product Owner will review the request for potential inclusion within the backlog / roadmap. Updates will be provided as the feature progresses.

     

    Regards, 

    The Playvox Team

  14. Prevent users from being able to select any public Slack channel based on user permissions (ie. Agents cannot set up a Slack notification subscription to send to a public channel, Slack notifications can only be sent to their DM)

    1 vote

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  15. Within our organisation, the normal process to adhere to if an individual is to request a period of Annual Leave in excess of 2 weeks is that they need to get approval from an Ops Manager.

    However we have noticed a number of instances where individuals have requested AL above and beyond a 14day stretch which would then auto approve and plan it into roster without getting prior authorisation.

    As a feature request, could something be built which would automatically put any request above any given threshold into pending approval. This would allow us to carry out due diligence checks…

    1 vote

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    Thank you for taking the time to bring this feature request to Playvox.


    A Product Owner will review the request for potential inclusion within the backlog / roadmap. Updates will be provided as the feature progresses.

     

    Regards, 

    The Playvox Team

  16. Currently a user receiving a shift swap request cannot refuse it. If he doesn't respond proposing a date, the request continues to appear in the “Your shift swap offers” tab. Only the requester or the management can cancel the request.

    It would be helpful to add a button permitting the user receiving the request to refuse it.

    2 votes

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    Thank you for taking the time to bring this feature request to Playvox.


    A Product Owner will review the request for potential inclusion within the backlog / roadmap. Updates will be provided as the feature progresses.

     

    Regards, 

    The Playvox Team

  17. A LivePerson connector to import chat/messaging data for forecasting purposes and workloads would super helpful. In its current state, we have to import data manually into our forecasts. I realize Playvox QA recently added this integration, but it makes sense for WFM as well.

    1 vote

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  18. It would be quite useful for the option "reset password" to support the character "+" as many emails usually have this symbol in their names.
    For example: juan.ramirez+1@email.com

    When this user tries to reset the password and receives the link to reset, the character + in the email should keep like this: juan.ramirez+1@email.com

    1 vote

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  19. Would love to see a feature that puts some security steps in place that prevents the accidental publication of a roster.

    We will quite often generate a batch of rosters going out into the future and will need to work on these prior to publication to ensure all lines of rotation any manual adjustments are finalised.

    As the process of publishing a roster is a second nature piece for us, it sometimes happens that we publish a roster ahead of time and without manual changes being completed. We then need to delete a roster (as it's incorrect) and start the…

    5 votes

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    Thank you for taking the time to bring this feature request to Playvox. 


    A Product Owner will review the request for potential inclusion within the backlog / roadmap. Updates will be provided as the feature progresses. 


    Regards, 

    The Playvox Team

  20. Business metrics available on the Playvox landing page after login are based on Team.

    A user must currently be a member of a team for the team’s configured Business Metrics to display to them.

    This improvement requests that Business Metrics configured for a Team also appear for the team leader and the team manager.

    0 votes

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