493 results found

1. Schedule tasks with predetermined start/end times, recurrence, and set number of assignees selected from a pool of people

   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 the tasks, their recurrence, number of assignees and candidates, and allow the scheduling engine to select the assignees based on availability and load balancing, based on previously assigned tasks (of the same task or similar).

   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… more

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   Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

   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. Scheduled user profile changes should be effective on the date entered, not at the start of the roster

   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 days after the scheduled update.

   Technically this is a bug, because by being able to set a specific date in the user profile update the expectation is that the date set will be used when generating the roster.

   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… more

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   Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

   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. Limit Slack notifications being sent based on user slack notifications

   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)

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4. Annual Leave Threshold

   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 and see if auth has been granted before having the leave granted.

   As an addition to this, if an agent already has 1 week of leave planned in for example and then wanted to bolt on a further extended period to this, then again as it would exceed the 14day threshold, this would also fall into the pending approval pot.

   Thanks!

   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… more

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   Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

   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

5. Ability to refuse a Shift Swap Request

   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.

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   Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

   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

6. LivePerson Connector

   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.

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7. Support "+" symbol for password reset

   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

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8. Roster Publication - Lock feature

   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 process over again.

   With this in mind, we would love to see some kind of security steps put in place to prevent the accidental publication of a roster.

   The system would recognise that it is unpublished and then ask us for confirmation that we are about to publish a roster for the first time and whether all checks/tasks have been completed.

   Thanks!

   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… more

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   Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

   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. Business Metrics Improvement

   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.

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   Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

   
   

10. Manager Notification or Approval for Opt In hours

    The ability to have notifications sent to manager when agents opt in to tasks from the Opt In hours feature. We don't need this for every Opt In policy but would be nice to have the ability to info or request approval for certain instances.

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    Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

    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

11. Simplify Help Center log in and open to all users

    I am often getting questions about how to log in to the Help Center.The log in process to the Help Center is not intuitive, requiring copy pasting the WFM URL (even if the user comes from Playvox by clicking on Help), then clicking on Log in with SSO (even if the user is already logged in to Playvox).
    The process id described here: https://help-wfm.playvox.com/hc/en-us/articles/19348573830419-How-Do-I-Access-the-Help-Center-
    At least for users already logged in to Playvox, they should just click on Help and be taken to the Help Center, without additional login.

    Another issue is that not all users have access to the Help Center, and there is no control for admins over who has or does not have access. This may date back to the Zendesk days, but if the Help Center is truly SSO, this should not be the case.

    Sharing articles is pointless, as most people either do not have access or cannot figure out how to log in. And to see how to log in, you have to log in first...

    I am often getting questions about how to log in to the Help Center.The log in process to the Help Center is not intuitive, requiring copy pasting the WFM URL (even if the user comes from Playvox by clicking on Help), then clicking on Log in with SSO (even if the user is already logged in to Playvox).
    The process id described here: https://help-wfm.playvox.com/hc/en-us/articles/19348573830419-How-Do-I-Access-the-Help-Center-
    At least for users already logged in to Playvox, they should just click on Help and be taken to the Help Center, without additional login.

    Another issue is that not all users have access to the… more

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    Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

    
    

12. New Metric for Utilisation

    Current definition for utilisation is: Actual productive duration / actual paid duration. However, a client would like to see an alternative metric for calculating utilisation: total handle time / actual paid tasks

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    Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

    
    

13. Google Chrome Extension - Ability to change status after shift completed (Leadtech)

    Leadtech team would like that the agent does not have any limitation to change their status after the scheduled time, so that they can fulfill all the tasks assigned for that day.

    For example: the agent started their shift at 09:30 (because of the flexibility they have to start between 7:00 am and 9:30 am), the agent should be able to execute the tasks scheduled in the period 07h-09h30 at the end of their shift.

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    Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

    
    

14. Suggestion for Profile Creation

    Could we look at possibly including some kind of message popping up when a new user profile is about to be finalised and created?

    We recently had a new starter who shares the same name as an existing user and at the point of creation we didn't have any other info (email address etc) apart from their name.

    When it came to creating that new profile it effectively took over that of the existing user and deleted all of their shifts from roster (new agent was hired into a different department) etc.

    So the proposal/suggestion would be in these rare instances that if PV recognises that an existing user shares the same name as that of the new user then a pop up would be presented to state something along the lines of:

    "User with this given name already exists. Are you sure you want to proceed?"

    Thanks!

    Could we look at possibly including some kind of message popping up when a new user profile is about to be finalised and created?

    We recently had a new starter who shares the same name as an existing user and at the point of creation we didn't have any other info (email address etc) apart from their name.

    When it came to creating that new profile it effectively took over that of the existing user and deleted all of their shifts from roster (new agent was hired into a different department) etc.

    So the proposal/suggestion would be in these rare… more

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    Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

    
    

15. Slack Alert for Specific User Metrics

    Create the ability for Slack Alerts to allow Supervisors and Admins to set alerts that produce insights into which agents are below/above certain metric thresholds.
    Today, I am an Admin and I cannot create a Slack notification to tell me what users are below 80% Adherence throughout the day.
    Attaching support thread where this was discussed.

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    Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

    
    

16. Ability for agent to cancel an approved leave

    Ability to allow agents to cancel their own leave requests after they have already been approved. Currently this needs to be done by an admin. Canceling a leave request should generate a notification to the WFM/lead (FYI only).

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    Acknowleged  ·  AdminTristan (Product Manager - Workactivity & Connectors, Playvox) responded

    We need to conduct more research in this area as there are mixed views from customers. Some believe that allowing agents to cancel leave is beneficial, while others are against it due to company leave policies and its impact on business operations.

17. Provision Users In OKTA

    Have the ability to provision users via OKTA without needing to manually add/deactivate them.
    - onboard/offboard
    - Transition Teams
    - Update roles as needed

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    Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

    
    

18. Individual task view in Schedule Coverage Chart

    When looking at the Schedule Coverage Chart in the Manage Roster, you are only able to view multiple tasks as a combined view of the coverage for both tasks. We would like to see a separation between the task coverage if there are multiple selected. This way we can view the impact to changes within the roster individually for each task without having to switch between them.

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    Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

    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

19. Realtime Performance Summary Zendesk Ticket Link | Consider Prefix

    In the Performance Summary section, when a client has a prefix on their Zendesk instance, the link to view the ticket does not go through. You are not able to view the ticket in Zendesk.

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    Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

    
    

20. New area for visibility to view/edit/compare shrinkage at a 15/30 minute interval

    Requested by The Farmers Dog 2nd Nov 2023

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    Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded