494 results found
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2 votes
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3 votes
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2 votes
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Add a change log / audit trail to track who adds / deletes adherence exceptions in Work Summary
It would be great to have visibility of who adds / updates / deletes adherence exceptions on user shifts, as exceptions contribute to a user's adherence score.
3 votes -
1 vote
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2 votes
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1 vote
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Move the seniority scale from under Contract to User Preferences on the user profile
The Seniority Scale available in a user's profile settings is attached to the 'Contract' section of the profile.
We believe it makes more sense for the scale to be available under User Preferences, as it is used by the rostering engine to determine which user is more likely to get their preferences based on seniority.
1 vote -
Can we see in Work Summary a running total for hours currently logged in to that task?
It would be great to see how long an agent has been logged into their current task without needing to hover over the timeline on Work Summary.
It would also be really helpful to see how long an agent has been in available tasks over the course of the shift.
This is to help gauge how productive an agent has been during their current shift in cases where we are not tracking occupancy for an agent.
1 vote -
Forecasts: Update chat / voice forecasts to exclude historical data outside of current operational hours
Some of our workstreams (particularly our region-based workstreams) have specific operating hours.
It would be great to be able to define the operating hours for Chat / Voice and have the option to choose how to handle the workstream volumes arrive outside of these business hours.
As it is Chat / Voice, those volumes may need to be excluded as there's nothing we can do to return the chat / call.
For other people who might route to a voicemail and return these calls, they might want to include them in the forecast.
Just the configurability would be great.
2 votes -
1 vote
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Ability to configure multiple locations on a user's profile and restrict those locations to particular days in the week
It would be great to have the ability to configure multiple locations for a user on their user profile, and to restrict those locations to particular days of the week (or weeks of the month),
So as an example, User A has a flexible working arrangement where they work from home some days of the week, but come into the office on others.
I'd like to configure them in the system as above, so their profile would look like:
Location | Days of Week
Work from Home | Mon, Tues, Thurs
Sydney Office | Weds, Fri1 vote -
Add Required (i.e forecast requirement) to the Activies and Current Activities (Actual vs. Rostered) tables available on Realtime Reports
On the Activies and Current Activities (Actual vs. Rostered) tables available in Work Summary and Performance Summary, it would be nice to be able to see how many agents / hours (depending on configuration) were forecasted for each workstream / workload.
1 vote -
1 vote
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1 vote
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1 vote
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View the new colour I choose for a task straight away after I changed so that I will make sure the new colour was applied.
I want to be able to view the new colour I choose for a task straight away after I changed so that I will make sure the new colour was applied.
1 vote -
New Report: Be able to select a task e.g. training and see all tasks by agent name and time within a given range
As I mentioned in the summary, I'd like to be able to select a task e.g. training and see all tasks by agent name and time within a given date range
1 vote -
2 votes
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Add ability to switch between 15 minute/30 minute/1 hour intervals on Daily Performanc to standardise with other reporting pages
This would apply to;
Workloads -> Schedule Coverage
Workstreams -> Volume vs. Forecast
Daily Performance Metrics2 votes
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