493 results found
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1 vote
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Add Forecast Volume to the workstream analysis report as a metric that can be displayed in the report's summary, like inbound volume
Ability to pull the graphical information of the forecast into a target circle to display next to the inbound volume by channel for cleaner view to share with execs in the workstream analysis report.
This would be the same as being able pull the target circles of Inbound volume, abandon, ASA, Service level.
1 vote -
3 votes
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1 vote
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Add a 'No Grouping' settings option to the Workstream Analysis
This settings option would allow for the data to be rolled up in an aggregated view across the selected workstream & teams, so we could get a high level view of key KPIs like CSAT.
1 vote -
When adding a task that will overwrite a break
add a flag or pop up to alert the editor to that fact so they know they need to replace the break
1 vote -
Add improvements to the Daily Performance Report (Pin header columns, add columns to the table)
Have an option to 'pin' the columns to the top of the Daily Performance Metrics table, so I don't get lost when scrolling through the table.
Make the export button for the table more noticeable.
Add the column Rostered FTE Vs. Forecast FTE (for when I'm looking at the report in advance)
Add the column Actual FTE Vs. Forecast FTE (for when I'm doing an after the fact review of how they did on that day)
1 vote -
Improve searching with user tags (they have to be typed in full in exact spelling to show right now).
Can we make user tags a dropdown / selectable list or display available tags when you start typing? This is for reports and the user profile.
1 vote -
Optimise: Add in the ability for the optimise options
Allow optimisation to include additional options for:
1. to take into account current daily volumes and reallocate people to synchronous channels where required
2. Lock Specific Tasks from Optimization
3. Optimize workloads in shifts that have already started (intraday optimization)
4. Specify specific tasks to include / exclude from optimization
5. Specify a date range to consider when reoptimizing
6. Optimise by workplan, group, team or a specific workload3 votes -
Seperate the 'Update Task' option from adding an Adherence Exception on Work Summary
When adding out of adherence exceptions, the update task option is available.
Updating a task via out of adherence blocks allows you to change the actual tasks of an agent to match the rostered tasks to eliminate the out of adherence period.
Adding an adherence exception allows you to excuse an out of adherence period for a user without changing their actual tasks.
These two functionalities are different and should be seperate to avoid confusion.
1 vote -
SAV(Single Agent View):
Want to be able to edit at the task level in this page and update all breaks for each day and Save. Currently no save button on this page
1 vote -
Add an attribute to the shift to allow the pay period to be displayed,
must be able to set the pay period based on the roster so some kind of config on the roster page is required too
1 vote -
Optimise: Instead of just saying "624" shifts are optimised, it could say "624 shifts, 142 lunches, 47 tasks"
as its very difficult to see if anything has changed? or highlighting in the roster what has moved?
1 vote
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