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  1. Add the Employee ID column next to the user’s one in the MY TEAM ROSTER and MY TEAM SCHEDULE screens to facilitate Leaders work for internal processes

    1 vote

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    0 comments  ·  Dashboard  ·  Admin →
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    This item is being prioritised for development.


    We are beginning planning and will provide further updates as we understand when this item can be actioned. 

  2. Looking for the ability to "bulk select" slots for opt in hours or select a certain slots every week (if roster is set to a generate for more than one week).

    1 vote

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    0 comments  ·  Scheduling  ·  Admin →
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    This item is being prioritised for development.


    We are beginning planning and will provide further updates as we understand when this item can be actioned. 

  3. The ability to display 'Leave Allowance' on the Agent dashboard, keeping the agent mindful of their allowance as well as leave taken to date (which is already displayed)

    4 votes

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  4. A button or just a field that we can set the number of slots that will apply for the whole day/week instead of manually filling up every interval

    Reason -> OTs are usually open for the whole day hence doing this is a tedious job

    2 votes

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    0 comments  ·  Scheduling  ·  Admin →
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    This item is being prioritised for development.


    We are beginning planning and will provide further updates as we understand when this item can be actioned. 

  5. 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 vote

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    0 comments  ·  Scheduling  ·  Admin →
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    This item is being prioritised for development.


    We are beginning planning and will provide further updates as we understand when this item can be actioned. 

  6. to have the option to set the available slots for Opt-in hours to be set for the whole day or for the whole week.

    For instance, the current setup is you have to set the number of slots available per hourly interval per day when setting up Opt-in Hoours. But for companies who are always on "OPEN OT", this will be a drag to set up since you have to update it day by day; hour by hour.

    If having a button that you can click that will set the available slot to a fixed number for all hourly intervals…

    1 vote

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    0 comments  ·  Scheduling  ·  Admin →
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    This item is being prioritised for development.


    We are beginning planning and will provide further updates as we understand when this item can be actioned. 

  7. Monitoring lots of teams using the Work Summary screen is not very efficient, though the screen itself and the information on it is invaluable. Could we get a summarised version of Work Summary in a table format? It would be great to get the critical information for each user and team at a high-level, such as Occupancy, Adherence, OOA, Current Task, etc.

    A drilldown from there into more detail as well would be helpful.

    1 vote

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    Prioritized  ·  0 comments  ·  Real Time  ·  Admin →
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  8. 6 votes

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  9. Limitations on the workstream interaction search only allows the return of 15000 maximum results.

    This is a cause for concern if all data available on a single day is being returned if there are more then 15000 interactions. Potentially not receiving the complete picture.

    We would like to have this limit removed or increased.
    Making this limit configurable is also an option.

    1 vote

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    Prioritized  ·  0 comments  ·  Reporting  ·  Admin →
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  10. While the roster has all the scheduling data, with a large team and many different tasks being scheduled, it can become difficult to consume that information. Adding different ways of consuming this information could help like:
    ● Coverage/capacity view, by different tasks.

    5 votes

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    Prioritized  ·  1 comment  ·  Scheduling  ·  Admin →
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  11. Currently swapping is enabled only at the shift level (full day).
    As we are doing scheduling at the task level there is a need to have swaps done at this level, as often people swapping have different roles as it relates to the other tasks on their schedule (the ones they are not swapping).

    12 votes

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    Prioritized  ·  3 comments  ·  Scheduling  ·  Admin →
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  12. This feature would have multiple impact areas.

    It's intended goal is allow agents to see a simplified agent status list, while also allowing customer to configure more granular level tasks to track queue and agent behaviour.


    Organisation


    I want to be able to choose if I want to use this feature or not,

    Task Configuration


    -- I can configure a 'Display' task. This means the task will be visible to agents in the Zendesk connector under a display name.

    -- I can add tasks as equivalent for adherence to tasks with a 'Display' configured

    Zendesk Connector


    -- Agents see the…

    1 vote

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    Prioritized  ·  0 comments  ·  Real Time  ·  Admin →
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  13. This will help us to troubleshoot issues and provide support internally without having to engage with Playvox Support.

    15 votes

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  14. 6 votes

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  15. 3 votes

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    0 comments  ·  Scheduling  ·  Admin →
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    This item is being prioritised for development.


    We are beginning planning and will provide further updates as we understand when this item can be actioned. 

  16. Allow the user to view the preview of where these events will go prior to it dropping them in to the roster

    2 votes

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  17. 1 vote

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  18. 1 vote

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  19. 2 votes

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  20. In addition to the current notifications via Slack, customers would like to be able to have agents select or change their status within Slack. This would be especially useful for agents working on back office activities, or in the case of Intercom, agents not working in an Inbox.

    Perhaps similar functionality to existing dropdowns in Slack - see attachment for Slackbot example.

    4 votes

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    Prioritized  ·  0 comments  ·  Connectors  ·  Admin →
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