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  1. 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 vote

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    0 comments  ·  Scheduling  ·  Admin →
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  2. 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

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  3. 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

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    Acknowleged  ·  0 comments  ·  Forecasting  ·  Admin →
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  4. 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 votes

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    0 comments  ·  Scheduling  ·  Admin →
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  5. View peer team should be via system role permissions rather than the team level. This is necessary for larger groups. There could be a default state to not allow and override at a time level if it's not overridden by the system role permissions.

    1 vote

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  6. Real time notifications to configurable destination (email, Slack, system message, system pop-up) for issues with agent performance.

    2 votes

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  7. We would like the ability to export the roster timeline data in a spreadsheet, in a format similar to the one attached.
    This would help when we are planning coverage for some special events, when for few days a lot of agents will be unavailable or working different hours than usual. This involves scenario planning, where we are experimenting with various options (number of people unavailable, shifted availability) until we settle on the final solution. Having a scenario planning feature would be ideal, but until then just the capability to export the roster data in a spreadsheet would help.

    1 vote

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  8. We would love to be able to setup a Slack notification that would name agents who are out of adherence based on a specific set threshold (e.g., if an agent is 15 min late to signing in for their shift, or 15 minutes out of adherence during their shift, a Slack notification would name the agents and the time spent out of adherence).

    3 votes

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    Acknowleged  ·  1 comment  ·  Connectors  ·  Admin →
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  9. On the schedule summary page, it would be ideal to show the Rostered and Actual next to each other in the Data Table. I would like to compare what was scheduled versus what happened without toggling between.

    1 vote

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  10. Tie this into the leave summary and potentially provide comprehensive insights into:
    - reporting leave taken in relation to thresholds
    - trends surrounding leave thresholds
    - identification of calendars with approvals continuously exceeding threshold limits,
    - monitoring users approving leave beyond the defined thresholds.

    0 votes

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    Acknowleged  ·  0 comments  ·  Leave Management  ·  Admin →
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  11. Systematically track and flag users who repeatedly approve leave requests beyond the defined leave thresholds. This monitoring would ensure that leave management processes remain aligned with organisational policies and resources.

    0 votes

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    Acknowleged  ·  0 comments  ·  Leave Management  ·  Admin →
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  12. Introduce a field or functionality to allow users to establish and uphold limits on the quantity of agents (leave requests) permitted to surpass the defined leave thresholds. Presently, team leaders or managers possess the authority to override the leave thresholds by manually approving leave requests.

    Implementing a mechanism to regulate the count of leave requests that surpass a predefined threshold would be advantageous to customers who have a global workforce with multiple calendars.

    Additionally, integrate tie this feature in to permissions, ensuring that only designated users possess the ability to access and define this capability.

    0 votes

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    Acknowleged  ·  0 comments  ·  Leave Management  ·  Admin →
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  13. This will allow for Shift swapping of RDO shifts that have been generated by a manager - currently these create a leave request and cannot be swapped. RDO is also not classified as Leave, it is a rest day so should be a non-productive task rather than leave.
    This must not impact the ability for the roster to generate RDOs as part of roster generation

    0 votes

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  14. 0 votes

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  15. Something that will notify them that they should be on break or any other aux based on what's plotted in their roster? Or like an alert that will tell them to move to a certain task that is plotted in their roster.

    We are not integrated with Zendesk and are using a different platform

    3 votes

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    0 comments  ·  Others  ·  Admin →
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  16. We are using Special Days in Leave Calendars to configure holidays by countries/regions. There are countries that have partial day holidays, i.e. the holiday starts only after 2pm.
    Currently Special Days only allow to associate a start and end date, but there are no hours attached to it. We are forced to manually add leave requests for people that celebrate these partial day holidays, but at scale it is difficult to track because new hires are onboarded all the time in different countries.
    To solve this problem, it would be helpful to be able to add hours to a Special…

    1 vote

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  17. Could we consider switching the roster access permission to System role e.g. all admins can see this roster, could it be multi-select?

    0 votes

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  18. To have keyboard shortcuts enabled, for copy, paste, delete and other shortcuts for scheduling events

    1 vote

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  19. Need all users to have a Playvox ID.
    The reporting in Playvox needs to include a User ID that is unique to each user and available on all user reports.
    For instance, when I pull the User Performance Metrics, the only User info is their full name in one excel box.
    but, when i pull the Schedule Task Details...i get the user name in 2 boxes (first/last) and also now i have their email address.
    So when i export these 2 reports to excel i have to manually combine names rather than having a unique ID that i can easily…

    1 vote

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  20. While manually editing the roster you can currently filter by name, team, business role, user location and user tag which is really useful, but it would improve the experience so much more if there was also the option to exclude certain users.

    ie. filter by 'Team A', exclude 'Business Role 1'

    1 vote

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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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