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  1. We are using Lack of Work as a leave type, which allows agents to request time off if there isn't enough work, allowing us to shed labor. Agents may request this several days in advance. As this is a need-based leave type, we'd like to NOT have the system auto-approve these based upon leave thresholds, but other types still could.

    1 vote

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  2. We'd love to see drag and drop functionality built into Users section. Some of our frontline staff have multiple tags applied to their User Details which is based on a number pf parameters (Team number, workstreams they can work, rotation of shifts etc).

    With our set up, we would ideally always like to have their designated team tag as their first tag followed by a set structure. The limitation we have with this is that if an agent were to move to a new team which fell under a new line of rotation for rostering purposes, to have that team…

    1 vote

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  3. For events like lateness' remove the Leave from Who's Away once the event ends. Another use case would be for a midday leave/return - this would show on the dashboard until the user returned at the end of the Leave event.

    1 vote

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  4. Introduce a feature that allows the system to set and validate the maximum allowable working hours per week for agents. The system should ensure employees cannot book opt-in hours (overtime, additional hours) if it would cause them to exceed this limit, which may differ from their regular contracted hours. This will help maintain compliance with both company policies and regulatory requirements.

    1 vote

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  5. When offering Overtime or Additional Hours (Opt-ins), the system must ensure that employees can only be offered and book these hours if they maintain the required rest (time between shifts) period between working days. This check should evaluate both the previous and upcoming working days to confirm that the necessary rest gap is preserved.

    Currently we are having to manually review overtime as it is booked and make manual adjustments to each booking. This will not be sustainable if we ever see an increased requirement for overtime, currently it is very minimal across the business.
    We are happy with how…

    1 vote

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  6. Bring in the Declined Calls and Missed Calls metrics into Playvox from the Gladly Connector.

    1 vote

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  7. We currently lack the ability to edit a leave, especially sick leaves, when the dates need to be changed. For example, adding more days to a sick leave or reducing vacation days due to business needs.

    We have consulted the following articles and have found nothing:

    https://help-wfm.playvox.com/hc/en-us/articles/18291469660819-Leave-Management

    https://help-wfm.playvox.com/hc/en-us/articles/18291644409619-Cancel-Leave-Requests

    7 votes

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    Hello,

    Thank you for sharing your idea to Edit approved leave requests on UserVoice! We truly value your input, and our team will review it as we plan future updates. While we can’t immediately implement every suggestion, your feedback helps us shape the product.

    In the meantime, feel free to keep voting on other ideas you’d like to see implemented. Your voice matters!

    Thanks for being part of our community!


    Kind regards,

    Fab Eisenmann

  8. Currently if an agent moves into a new group/team with previously booked leave, when you then filter the leave request search for their new team, the leave does not appear. It does show if you filter by that individual agent only.

    I understand the concept that it was booked under a different team and therefore linked to their previous team/manager but for their new manager looking at their whole team's leave, this agent's previously booked leave will be missing. This is also the case for the Who's Away widget on the homepage.

    2 votes

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    Hello,


    Thanks for your feedback. We love hearing ideas from our customers, and your feedback helps us shape the product to better fit your needs.


    Please keep adding ideas and voting. Your insights are always welcome and much appreciated.


    Kind regards,

    Fab

  9. When building a roster/schedule it should be that the system warns you the minimum time between shifts is not being honoured.

    This will help to prevent any breaches of contract or awards when an employee is working consecutive days.

    3 votes

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  10. It would be great if we could set a specific numbers of hours that an employee is allowed to request for leave. For example, we give our employees 120 hours per year of paid leave. It would be great if the system could track how many hours the employee has remaining and if they attempt to submit a request that goes beyond their allotted limit, it would automatically deny the request.

    1 vote

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  11. Can we add an option to have a % of active accounts as a limit for leave management instead of a specific number?

    7 votes

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    Thank you for submitting/voting on the idea for Leave management limits. We've acknowledged the suggestion and will consider it in future updates.

    Your input helps shape our product, and we truly appreciate your support!

    Best regards

  12. Currently only agents have the ability to request shift swaps and admins have ability to approve it. Can we have Team Leads request leave on behalf of the agents?

    1 vote

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  13. Ability to update leave threshold in the Leave Management page for admin users instead of going into the settings to update.

    1 vote

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  14. Would be great to add more filter view options to include the option to filter a User or Business Roles as an option to view other than just Teams and dates.

    3 votes

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  15. The ability to see Location in shift bar as well as Team names within the Work Summary Real Time view.

    2 votes

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  16. Currently in the manage roster screen, after moving an RDO on a particular week day this day is displayed at the wrong place in the templates allocation tab (see enclosed picture). To have a consistent display we need to save the roster and refresh the page. It will be helpful, as an enhancement, to correctly live refresh the Template allocation table without having to save and refresh the page.

    1 vote

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    Hi Daniele,


    Thank you so much for your latest idea on UserVoice! Your ongoing suggestions are incredibly valuable to us, and we’re grateful for your dedication to helping us improve our product.

    Rest assured, we’ll be reviewing your idea as we plan future updates.

    Please keep those ideas coming and feel free to keep voting on others that you're interested. Your input is greatly appreciated!


    Kind regards,

    Fabiana

  17. We’d like to see the agent’s contract info – right now you can only see some of their Minimum fields, except for the Roster Warnings tab which shows everything. We need to see those Max fields, and those would be especially helpful to show up in the User Shifts, Daily Allocation, and User Availabilities sections. If the agent has no warnings for the week, their info does not appear, and we currently have to click back-and-forth between screens to ensure we’re not overscheduling reps

    1 vote

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  18. Being able to input the agent's lunch time in their profile availability so when a new roster is ran their lunches are correct in their schedule

    1 vote

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  19. When using the cloning tool, to have the original start and end time of the shift as the default when dropping the shift onto another agent's schedule. Currently, wherever it is dropped, that is the start time of the shift.

    4 votes

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    0 comments  ·  Scheduling  ·  Admin →
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    Thanks for voting and sharing your support for Cloning Tool improvements. We’ve acknowledged the suggestion and are considering it for future updates.

    Your input is valuable, and we appreciate your involvement in helping us improve our product!

  20. The administrator role should by default receive the permissions for all new features automatically rather than it needing to be configured. The role should be granted in a limited subset of folks that this access would not create greater exposure especially since the role has/can to grant themselves those permissions manually now.

    1 vote

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