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17 results found

  1. When in Leave Management, it would be great to have pre-saved views that retain date ranges in the calendar.

    6 votes

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    Planned  ·  0 comments  ·  Leave Management  ·  Admin →
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  2. Ability to save the filter settings in a leave request search when using the back function

    11 votes

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  3. Currently email is not a column option for User Performance Metric, which makes it difficult for us to aggregate data between different sources (ZD and PV mainly) where the names might be spelled slightly differently or formatted differently.

    3 votes

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    2 comments  ·  Metrics  ·  Admin →
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    Hi,


    Thank you for raising this enhancement with us. 


    I'm excited to let you know that we have planned to deliver this particular request with our upcoming redesign of User Performance Metrics.


    In the redesign, details such as a user's email, location, business roles and tags will be visible and filterable within the table.


    The redesign is target for release in late Q2 - early Q3,

  4. Ability to create own channels in workstream setup only to help with filtering for reports. Use case, I have multiple phone workstreams, however only am concerned with four of the eight workstreams for reporting.

    2 votes

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  5. In the current implementation, when a leave request is cancelled, the leave task is removed from the roster without restoring the tasks that were there before the leave was cancelled. This results in the person not being scheduled at all for that day.

    Cancelling a leave request should result in restoring the tasks to whatever they were before the leave was added, or to what they would be if the roster was generated (in case the leave already existed at the time of the oyster generation).

    21 votes

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    Planned  ·  0 comments  ·  Leave Management  ·  Admin →
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  6. It would be nice to be able to configure a leniency period for punctuality metrics, so that I can specify that metrics such as Late start only count when an agent is x amount of minutes late, or if an Early finish counts if an agent leaves x amount of minutes early.

    Current leniency rules in Playvox WFM only work with Adherence metrics.

    4 votes

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    Planned  ·  1 comment  ·  Metrics  ·  Admin →
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  7. Roster Config: Need to create some sort of hierarchy logic within the workplans that will allow us to apply different rules to a subset of users within a workplan e.g. consecutive or Non consecutive RDOs for a team/group

    1 vote

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    Planned  ·  0 comments  ·  Scheduling  ·  Admin →
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  8. Report on the total handle time of work done outside of planned (rostered) time.

    Any interactions worked on outside of the rostered shift (or any additional hours shift) would be counted as unplanned handle time.

    2 votes

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  9. 4 votes

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  10. 3 votes

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  11. 1 vote

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  12. Saved Views do not include the preferences on which the view was based when created for a lot of reports in Playvox WFM.

    Only Realtime views (Work Summary and Performance Summary) currently save preferences to Views. It would be nice to have this everywhere else.

    3 votes

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    Planned  ·  0 comments  ·  Others  ·  Admin →
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  13. 1 vote

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    Planned  ·  0 comments  ·  Reporting  ·  Admin →
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  14. 19 votes

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    Planned  ·  1 comment  ·  Scheduling  ·  Admin →
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  15. Allow planners to determine a pattern for recurring events i.e. Monday / Wednesday / Friday. Similar to Google Calendar or similar calendar experiences.

    6 votes

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  16. (ie. short 20% of FTE requirement, allow additional hours to be auto added)

    1 vote

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  17. 3 votes

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