497 results found
-
keyboard shortcuts
To have keyboard shortcuts enabled, for copy, paste, delete and other shortcuts for scheduling events
1 voteThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
-
playvox ID
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 -
option to filter out specific users/groups/teams
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 -
Intraday User Performance Metrics
"I would like to have the option to track my agents' results every hour of the day, instead of just seeing the day as a whole. What I want is to check how the results are performing in each specific hour."
2 votes -
Add Email Avg. Touch Time to the Group Metric Config.
Currently Email Avg. Touch Time or Avg. Touch Time is not available to add under the Group Metric Configuration to be able to display to agents and or managers. Please add this option in the drop down list so agents can see their average time spent on emails/tickets.
1 vote -
Enter Leave on Real Time screens
I want to be able to enter leave on the Real Time screen as this is the easiest place to enter partial absent. Currently, you can edit Actual Events, allowing us to enter Rostered leave eliminates the need to move between screens for what should be a simple data entry.
5 votes -
Ability to streamline the leave with google calendar integration
When using the leave google cal integration, have the ability to just see a note in the upper area of the google calendar (not populate all the hours the agent is out of office). Right now, for full or partial day leave it blocks all of the hours that an agent would be on leave. If using this for a group of agents it could get very busy and hard to read. Attaching screenshot for better explanation.
1 vote -
User Profile: Timezone by City Not Country When Typing
When we are in the user profile and 'User Details' section and would like to change the timezone, typing in a few letters brings you to the country first, instead of the city.
Example: Type in MAN should take you to Asia/Manila; instead, it takes you to MET, basically the country name. We need it to read the city name.
On the video, I type 'chi' and it pulls up Chile, instead of Chicago. Not sure when this changed, but it always pulled up the city, not the country.
Attaching a quick zoom for a demo!
3 votes -
bulk add new recurring scheduled events to generated rosters without re-generating roster
Once a new recurring event is added to a roster config, the ability to add those events to already generated rosters without re-generating the roster (ie. with the optimize roster button). Currently you have to add each event individually even when they are in the roster, or regenerate and completely lose any manual changes you've made to a roster
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.
-
two way google calendar integration
Ability to do a two-way schedule integration for some users (ie. pulling events from Gcal into Playvox, and then Playvox into Gcal). Currently, we are only able to set calendars up as either a Scheduling calendar (ie. to pull events from Gcal to Playvox) or a User calendar (ie. to pull events from Playvox to Gcal).
2 votes -
Manage Roster - Shrink visually disappears on the graph when selecting a specific task
Shrink is visible on the coverage graph when no task is selected. However, when a workload task is selected, we do not see the shrink for that particular task. It is calculated in the effective roster number, however clients want to see the shrink by interval, even when selecting a specific task.
1 voteThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
-
Workday Integration - ability to feed leave from Workday into Playvox
Allow a two way sync or reverse sync option for clients when it comes to Workday. Sending leave from Workday to Playvox is a great option as part of change management ease when introducing Playvox. This would allow agents to keep the same process of adding leave, but still feed into the Playvox site for scheduling management, leave calendars, etc. Many wins with this feature request.
2 votes -
Revert to previous shift in changelog
Ability to revert to any previously published shift from changelog
2 votesThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
-
Retroactively make changes to agent workflow
We'd like to be able to make changes to agent ticket data in the case that incorrect data was gathered. For example, if an agent leaves a ticket open for hours beyond when they are done working on it, we'd like to be able to cut that time off or tag it somehow as unproductive.
This issue mainly impacts our occupancy metric, because agents leaving tickets open for extra time can mean everyone has much higher occupancy than is accurate.
2 votes -
Events: Calendar events must apply to all selected agents
It would be great to allow a calendar event to be rotated through a selected group of agents. At present you can only do an event rotation using the demand based events which can schedule around breaks and shrinkage tasks. Use case is that I need to create a calendar event for just one person per day for 4 hours but this is not possible as a calendar event cannot overwrite breaks and the schedule rules mean that breaks are added before events so the event a) does not work due to the fact that there is always a shrinkage…
0 votesThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
-
Allow for 1/2 day on Task A and 1/2 day on task B
Example, Customer wants to schedule agents for 4 hours on chat then lunch and then 4 hours on tickets. Cannot be done in today's environment. This request has come up with multiple customers but as they have then churned it does not make the roadmap. Currently would be able to use this solution for an issue we have with eHealth QLD
1 voteThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
-
include the parameters for start time and end time from the api call in the following endpoints
We would like to include the parameters for start time and end time from the api call in the following endpoints:
https://handy.cloud.agyletime.io/api/schedule/metrics?
https://api-us.cloud.agyletime.io/performance-metrics/agent/workstreams/user?
https://handy.cloud.agyletime.io/api/workactivity/workstreams/metrics/agents?
https://handy.cloud.agyletime.io/api/workactivity/workstreams/metrics?
https://handy.cloud.agyletime.io/api/workactivity/workstreams?
https://handy.cloud.agyletime.io/api/forecast/forecastsWe are currently unable to process differences between days during our daily pulls due to the way the data transport team loads data. Normally, they will only upload the JSON response value and without a complete record of the information contained in that value, reporting teams downstream are unable to create accurate time series reporting in our central data environment.
This is very high priority since it is…
1 vote -
Add custom fields to user profiles
The user list is limited in how it can be filtered or what metadata can be added to users. We are now using Tags to capture additional information, however this can quickly become messy.
It would be nice to be able to add custom fields to user profiles.2 votes -
customize timeframe for agent dashboard metrics
Ability to customize what timeframe is used to calculate agent or team metrics in the My Team Metrics/My Metrics/How are we doing today? sections of the agent dashboard (ie. week to date vs current day)
4 votes -
Integration: Slack alert when integration is broken
When the integration between Zendesk and Playvox breaks, create a slack alert so that it is visible for the people who need to know to allow for a quick fix.
1 vote
- Don't see your idea?