493 results found
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Use Backlog in forecast
The ability to manage backlog of email/tickets within the tool and then distribute this as part of the forecast/roster.
2 votes -
Optimise active schedules
Can we please look at introducing the re-optimisation of rosters that includes current active schedules as well as future schedules for the day that have not yet started. Planners want to be able to react to real-time conditions in the Performance Summary Dashboard for example and re-optimise based on that.
1 voteThank 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
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Add Approved Date to the Leave Request Search table
Ability to identify all leave requests approved on a particular date / date range, in addition to requested and submitted date.
1 vote -
Bulk User Imports - Scheduling User Profile Changes
We'd like to be able to schedule changes in bulk by either having the option to schedule a import to "go live" on a certain date OR being able to make a changes to a group of users are the same time and schedule that change to go into effect on a certain date.
This would help us ensure that things like group/team changes, schedules, availabilities, shift templates, roles, etc are done prepped for the change date without having to schedule each agent individually for that change.2 votesHi. It is possible to schedule future changes to a users profile. This allows you to specify a future date that a change will be applied on - and this will be incorporated into future scheduling decisions, as well as being applied at the date / time specified.
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Schedule Only on Predefined Intervals
In the shift template, add the ability to define what intervals shifts can start at. For example, shift can start between 7am and 12pm, but only on the hour (so at 7, 8, 9, 10. etc) or only at the half hour (so only at 7, 7:30, 8, 8:30, etc).
Currently, this can only be achieved by making different shift templates for each hour start time, which 1) is cumbersome and 2) means that only the first priority shift template is rostered to. For example, if I have different shift templates for 8, 9, 10, and 11am start times, and…
1 vote -
Opt in hours- Open date and Closed date
Have the ability to open and close an Opt In period so that agents would have a week to opt in to slots but then the ability to say the opt in period is now closed.
1 voteThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
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Opt In Hours- Ability to Bulk Select
Looking for the ability to "bulk select" slots for opt in hours or select a certain slots every week (if roster is set to a generate for more than one week).
1 voteThis item is being prioritised for development.
We are beginning planning and will provide further updates as we understand when this item can be actioned.
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Display 'Leave Allowance' on the Agent dashboard
The ability to display 'Leave Allowance' on the Agent dashboard, keeping the agent mindful of their allowance as well as leave taken to date (which is already displayed)
4 votes -
Graduated nesting in capacity planner
Graduated nesting - An idea to build on our current nesting' period in Cap Planner - The ability for Playvox WFM to automatically know that somebody with 50% proficiency is effectively 0.5 FTE until they are competent/proficient in a skill. It would be nice to be able to set dates against it to so for example, am agent is 50% 'effective' for 1 week, 75% 'effective' for the next 4 weeks etc; and then agent is 100% 'effective.
1 vote -
Duration based adherence for tasks
Ability to create a task that the user can use at any time, without affecting the adherence, but with a time limit.
E.g: We have flexible lunchtime, so the users can take their lunchtime whenever they decide, but that lunchtime cannot be more than 1 hour, so when the task goes over 1 hour it starts to affect adherence.
2 votes -
Permissions: User Management by Groups/Teams
Have the ability to restrict access to the user management page to only the agents in the Groups/Teams you are granted access to
Also to add an override permission for the Super admins who should be able to see all users (Similar to the override for manage roster)0 votes -
Apply Pay Categories to Shift Templates
This is a 24 x 7 operation. They have a number of shifts that run across midnight e.g. 10pm-6am, midnight-8am etc; They are wanting to apply pay categories accordingly and automatically. We do not tie shifts to overtime today, it's tasks only and is done in 'manage roster' through additional hours or added manually. Could we potentially look at adding these at the shift template level and then set those overnight agents to their own template?
1 voteThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
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add end dates to roster events
Right now when you add events in the roster config feature, you cannot set an end date. If I have a recurring event that will happen for just a week or a month, I would like to set it for only that week/month. As it is, I have to create the event, set it to start on the start date, and then delete it after all rosters are generated with it (and hope I don't have to regen). Alternatively, I can create separate events for each date, but this is very time consuming and leaves a lot of room for…
1 voteThis item is being prioritised for development.
We are beginning planning and will provide further updates as we understand when this item can be actioned.
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Cannot add business roles to roster policies for agents that will go live in future
On the roster configuration page, when you are adding a policy, you cannot add business roles that are associated with team members who are not yet active.
For example, I have 2 teams on a roster: 1 is working chat, 1 is working voice. They are on different workloads, and they are starting at different times. The chat group is starting next week. Their team is added to the roster and their users are in PV with next week start dates, but I cannot add the Chat business role to the policy for chat in the roster config because they…
1 voteThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
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Bulk Add New Task Avoid Breaks/Lunches
Currently the bulk add new task will ignore any agents that have a task that you don't want overridden but it would be helpful to have the tool allow you to add a task that extends through the break or lunches (or other specified) tasks without covering those tasks and not ignore those agents from the update.
1 voteThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
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Filter Names in Manage Roster by Workload/Task Filters
To have Manage Roster remove all other agent rosters similar to when filtering by team, user, etc. when you use the filter options on the right hand menu filtering by workload and tasks.
1 voteThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
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Tiering/Hierarchy of tasks
We'd love to see a system of being able to have tasks assigned a tiered rating, so some would supercede others.
For example, if staff had to go through a piece mandatory training then the training task planned into their schedule would rank higher than any other task. So if a member of staff would then want to book that day off as AL where their training would be scheduled if availability allowed, then instead of auto approving, it would go into pending instead. This would then give us the opportunity to have meaningful discussions with relevant parties to check…
1 voteThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
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Blackout days for Leave Calendars
We would love the option to have "Blackout days" or days that specialists are unable to request time off knowing that we will treat the day as a holiday.
1 vote -
Configure the historical data to use for Forecast Arrival Patterns
Allow you to configure which historical days, weeks, months you want to use for forecasting the arrival patterns rather than the last 6 weeks. Also allowing a combination of these options to be used. ie. Thanksgiving week 2022 can be used for Thanksgiving week 2023. Or rather than a week since the day can move, Christmas Eve 2022 (Saturday) can be pulled in for just this coming Christmas 2023 (Sunday) arrival pattern. This would reduce the need to create custom intraday profiles via csv import.
1 vote -
Remove option to run roster for more than 4 weeks
We have some existing customer who already run a 4 week roster but with smaller user numbers, running a 4 week roster is not great once you have more than 100 agents involved. We should restrict the current 'Frequency / Duration to generate roster in (Weeks)' drop down (which currently allows up to 8 weeks) to 2 weeks for all new site builds if that is possible.
0 votesThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
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