378 results found
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Manager Roster | Hold Meeting Times When Adjusting the Agent Shift
When an admin adjusts someone's shift in the Manage Roster section, the event such as coaching or meeting moves with the shift. Could we offer a pop up to occur if someone tried to slide a shift with a meeting event on it, to ask if they want to lock the event or move it with the shift?
8 votes -
Capacity Planner - Ability to Filter by Different Periods of Time
Staffing view - ability to have users of planner choose to see how the staffing is viewed. For instance, filter options above the table to show:
Day/Week/Month/QTD/Year/Custom
4 votesThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
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Add Total Interactions and Interaction Rate as a User Performance metric
Handle Rate is not a static metric as it's based on unique tickets handled in the selected timeframe, so the Handle Rate an agent sees daily on their dashboard will not equal what is reported in our EOW report. This has caused a lot of frustration in our agents' abilities to stay on top of achieving their performance metric goals, since their EOW Handle Rates are typically much lower than what they see daily.
As such, we'd love to see the introduction of Total Interactions (right now only available per workstream) and Interactions Rate, available on the User Performance…
1 vote -
save current grid settings schedule task details
Save current grid settings - enable feature for all reports, including Schedule Task Details (button exists but does not work)
3 votes -
Schedule Task Details report
Would like to see columns for Totals of each category (ie. Total Paid Shrinkage) and the breakdown of selected categories (Ie. Shrinkage - Break, Shrinkage - Meeting) together in the report. Rather than either or
1 vote -
Historical Pattern Summary - Ability to select day of week when looking at multiple weeks
When I'm looking at multiple weeks at a time I'd like to be able to filter down to day of week. For example if I'm analyzing the last four weeks but only want to see the last four Mondays side by side. A day of week filter option would allow me to do this.
3 votes -
Skipped Interactions | Ticket ID with Agent who skipped.
We can already know how many interactions where skipped by which agent.
But we want to know more details.
We would like to know how many interactions skipped 'x' agent, and when we click on the number we can see which interactions did playvox capture and at what time.
This would help to coach the agents.
3 votes -
Customize when Salesforce Log Errors occur during escalations
In our current setup, we escalate cases to other departments that don't utilize Playvox's WFM. Whenever those escalations occur, a log error happens since it doesn't recognize who it's going to. It would be great if we could tell the connector not to recognize these as errors.
1 vote -
Scheduled Reports - to be emailed to specific users
From University of Auckland
We want to know if AgyleTime has the functionality to automate/schedule reports. For example, if I want a specific report to be scheduled, it is sent out by email at specified times to my colleagues and I.Could you please confirm whether this functionality is available or not?
2 votes -
Fixed rotation - By Workload and Shift template
Example: from Polygroup
Team A
Week 1 Phones/Email M,W,F and Back Office Tu,Th
Week 2 Phones/Email Tu,Th and Back Office M,W,F
Team B
Week 1 Phones/Email Tu,Th and Back Office M,W,F
Week 2 Phones/Email M,W,F and Back Office Tu,Th0 votes -
Historical Pattern Summary - Variance Change the Calculation
This variance in the above page needs to be adjusted always to the forecast.
Currently it picks whatever the variance is, high or low and is not a consistent calculation to be used for analysis. Example is that if the forecast exceeds actual, positive. If forecast less than actual, negative.1 vote -
Schedule Task Analysis Report Export
Schedule Task Analysis - When you export the bar graph for adherence percentages, dates where agents did not have any actuals are showing as 100%. These should be left out of the report.
2 votes -
Bamboo HR: Hard-coded Annual Leave balance
Instead of syncing after every leave request, have 1 sync or a hard-coded balance that leave requests are taken from within the system. This is to avoid situations of duplicated or mismatching balances between playvox & Bamboo HR
4 votes -
Configure Company Start of Year
create a feature that allows for start of year to be configured for leave balance reporting, etc. to fiscal year vs. calendar
2 votes -
Capacity Planner - Ability to export all monthly details data at once
When a Plan is created for several months it will be helpful to have the ability to export all data at once, in a single spreadsheet. Today we need to export month by month and then merge the data.
4 votes -
Capacity Planner - Ability to create a plan for more than 1 year
Have the ability to create a capacity plan for more than one year, E.g for FY24 (from October 23 to September 24).
Today we need to do that manually as we can create a plan only for the next 12 months.
2 votes -
Allows Rolling Periods for Leave Calendar Thresholds
We would love for the Leave Calendar to update thresholds based on rolling windows. For example, I would like to have the threshold set as "1" for every day in a rolling 60-day period, but 0 for anything outside of that.
1 vote -
Clone Scenarios on Manage Forecast page
We spend a ton of time creating overrides for different workstreams or sets of workstreams. Sometimes we'll be creating overrides different overrides for 12 months, each of which covers 16 workstreams that we have to create over different scenarios, which leads to hundreds of clicks and hours of time. So much time would be saved if we could duplicate scenarios and overrides and then just make the small edits to dates/percentages.
0 votes -
Ability for Agents to add a description when they choose a job code in the Zendesk widget
Agents can add a description when they choose a job code in the Zendesk widget. We want them to be able to add comments to let us know what they are working on.
For example:
Agent chooses: "Project"
Comments: Chat SOP edits1 vote -
roster lock feature
As we start to utilize Playvox, we would love to see the ability to lock a roster period so one cannot accidentally re-run the roster and lose all adjustments done to that period.
2 votesThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
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