59 results found
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Please help fix column formatting on data tables
The table view for dashboards displays the first column of data immediately adjacent to the second column, making it very hard to read the numbers
1 voteThis was released recently, and hopefully now makes this data easier to work with.
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Live Incident Tracker
Hi team,
I was wondering if there was any consideration given to something along the lines of a live incident tracker within PV.
For example, if you became aware of any system degradation issues (server problems etc) then it would be a useful tool to have integrated into the WFM platform as alert based system to make us aware of these issues which could impact our workforce.
Using this info we could communicate out to our own stakeholders and inform them that issues are currently under investigation.
Currently, if something does start presenting itself as an issue there is a…
1 vote -
Opt In Hours- Agent ability to cancel slot within a certain amount of time
If agents select the wrong slot, give them the ability to cancel for a certain amount of time. We would want the ability to allow cancellation but then stop them from being able to edit at a certain time.
1 voteThis item has been completed and the Uservoice story has been delievered
Released within the March 2024 release. Policies can now be enabled to allow cancelling of accepted hours within allocated timeframes
Thank you for your contribution to making Playvox an even better experience.
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Add schedule for single agent to roster
Sometimes agents are wrongly not included in schedules (incorrect config, wrongly added end date) and so schedules need to be added back for them after rosters have been published. With hundreds of agents, this process can be very time consuming. The only way for automated schedules to be created for them would be to regenerate the roster, which would mess up schedules and data for all of the other agents.
It would be hugely useful to be able to select agent(s) and click a button that auto-generates schedules onto an existing roster for the selected users. This would solve a…
4 votesThis item has been completed and the Uservoice story has been delievered
The ability to add new agents to a roster has been added to the roster listing page. From here you may select a roster and 'Add New Agents to Roster'
Further details can be found in the following help article
Thank you for your contribution to making Playvox an even better experience.
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Add metrics to Workstream Analysis that track workstreams updated over the selected time period.
At the moment the Workstream Analysis report only seems to track workstreams that were created, answered and solved for the first time. This makes it difficult to understand the efforts put into updating workstreams when the update does not fall into one of those categories.
Can you please add some additional metrics to track the number of workstreams updated, the total handle time and average total handle time of those updates for the selected time period?
0 votes -
Total Resolution Metrics Request
We would like to have total resolves and total resolution rate at an agent, team and group level.
Due to the nature of the current set up, resolves being attributed to the first resolver means that some of our L2 teams do not often get many resolves .
0 votesThis request was completed and released as part of the Nudgee Beach release on the 8th of May.
You can find the new metrics Total Resolutions and Total Resolution Rate on User Performance Metrics. Additional information available in our User Metrics at a Glance article.
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Cap Additional Hours by user by day or week
Add functionality to restrict Additional Hours to cap the user on total rostered hours each day. For instance, if the agent has an 8 hour shift already and WFM posts OT allowing for up to 8 hour max (max of 8 intended for users who don't already have a shift for the day) to limit the user to only picking up 4 hours so they get capped at 12 total hours per day.
6 votesThis item has been completed and the Uservoice story has been delievered
Please find the feature under Opt-In Hours -> Enable Limits
Thank you for your contribution to making Playvox an even better experience.
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Enable removing a date from a Special Day
A Special Day in the Leave Calendar can have multiple dates, but those dates cannot be removed once added, which means that is a date changes (or was added by mistake), the entire Special Day has to be removed and then recreated with the previously correct dates.
The capability to remove a date from the Special Day would make this process a lot easier.2 votes -
Create an AHT Import for Forecasts with valid incoming volumes but no associated handle times
Customers using the Salesforce Service Cloud connector have a unique scenario where they have an incoming volume but no associated handle times. This is causing a problem for forecasting.
Can you allow an AHT import in Forecast Configuration to resolve this?
0 votes -
Link to leave request directly from Slack notification
Our team leads have said that it would be very helpful if, when their team members' leave request notification(s) comes through on Slack, they were able to click on it and be linked directly to the request in Playvox. Currently, once they receive the notification, they have to log into Playvox separately, find the request, then approve it.
1 voteThis was included in our last release. Leave request notifications now include a direct link
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Events: Improve Roster Configuration Event Priorities
Managing event priorities on the Roster Configuration screen can be difficult if you have multiple events. Needing to use the arrows to click an event every single time the priority needs to be adjusted.
Implement a better system via drop and drag or listing view ordering system.
3 votesThis item has been completed and the Uservoice story has been delievered
Event Priorities can now be managed by editing the value directly in the new event management table on roster configuration.
Thank you for your contribution to making Playvox an even better experience.
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Report on the Offered vs. Taken additional hours published on a roster
Feature request for a report that shows how many additional hours have been offered vs. how many have been taken over a date range (and roster).
The only place you can get this information at the moment is in the Add. Hours tab on Manage Roster.
0 votesThis item has been completed and the Uservoice story has been delievered
This report is now available under the Schedule Task Analysis report.
For additional information, please refer to the following help article
Thank you for your contribution to making Playvox an even better experience.
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Expose an estimated service level based on forecast and rostered agents
Based on what the product has forecasted for particular workstream(s) and what has been rostered for those workstream(s), I'd like to see an estimated service level so I can get a sense of how my agents will perform.
If I can see that the service level is too low, I can then tweak the roster to try and address this prior to the roster going out.
0 votesThe work is now complete and released to production for Capacity Planner and Manage Roster
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