497 results found
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Dashboards for System Admins: Create an overview of data metrics visible
to Admins only e.g Adherence at business level, Occupancy at business level etc
3 votes -
Events: Ability to Create an Event to Cover a Requirement
e.g. 20 hours of FTE divided up by users X,Y,Z by role. Similar to a fixed forecast but demand based
2 votes -
Calendar: Ability to set a threshold for a time period not a full day
for clients with an AM and PM shift. Would mirror what is available now in the leave request screen
4 votes -
Workplans: Where two or more workplans combine into one roster
create the ability to have the same shift start time across all workplans for an agent for a roster period
1 vote -
Create a permission that will allow an TL to edit individual tasks
or to add individual tasks on a roster and save but not edit or move shifts (Possibly Work Summary)
1 vote -
Request for Intraday re-forecast with needs update.
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 -
Include/don't include shifts that have a pay category?
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 -
Add YTD shortcut into filters
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 -
Collapse rows in Work Summary
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 -
“Auto refresh” of landing page
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 -
Bulk add Adherence exceptions to Out of Adherence blocks for a user
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 -
Leave Summary Report Improvements
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 -
Add icons to task type definitions
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 -
Changes to schedule analysis report
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 -
1 vote
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1 vote
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3 votes
This will be addressed when we tackle "Flexible Thresholds", which is our next feature up for development.
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Add AFAHT to Daily Performance Summary Table
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 -
6 votes
Development to start in the upcoming quarter.
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2 votes
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