519 results found
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Reinstate shift after leave is removed from roster
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).
25 votes -
22 votes
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Ability for administrator to log in as / impersonate an agent
This will help us to troubleshoot issues and provide support internally without having to engage with Playvox Support.
20 votes -
Work Summary - Ability to add/edit rostered tasks from this screen
I'm adding a task to someone's schedule as we need them to do another activity and I've added this before I think but this is a good use case.
I want to add the task from the work summary but because I cannot edit rostered events from here I need to go into the manage schedule.
We action a large number of intraday changes and to do this in advance from this screen would be a huge time saver. Is this possible in future releases?
16 votes -
Enable shift swap for a task
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).15 votes -
Edit leave request already approved
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
14 votesHello,
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
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WFM Mobile App - For Leave and Schedule Requests
Having a mobile app for Playvox WFM will put us in line with client needs. This app would be helpful to view schedules, but more importantly to request leave and make schedule requests. The site is accessible via mobile devices, but this would give us an edge. Feedback from one of my clients.
12 votes -
Bulk edit of Exception to Adherence
The ability to add 'Exceptions' in bulk to override out of adherence instances
11 votes -
Forecast Phones/Chat Workload Based on Historical w/ Fixed Minimum Requirement
The ability to allow the system to generate the FTE requirement for the workloads for Chat and Phone based on historical arrival patterns, but to also have a fixed minimum requirement (ie. 1 or 2) to protect the workstream in the event that there's no requirement to guarantee that the workstream will still have some coverage. It would be helpful to not have the min requirement to be added to the historical forecast when the historical exceeds the min requirement, but only utilize the min when the requirement based on the forecast would fall below the min. required set.
11 votes -
Ability for Agents to request a VTO (Voluntary Time Off)
Similar to Additional Hours - give agents the ability to opt out of a shift and go home for the day
10 votes -
10 votes
We will look to start discovery for this item once higher priority items are completed.
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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?
9 votes -
Possibility of Customizable Metrics in User Performance Metrics
I'd like to have the ability to create custom metrics in reporting using the existing metrics captured through the connector. e.g. phone time + email time = productive time
Example: “# Handled” (Number of Interactions): in this indicator, the tool allows what should or should not be considered as interaction, even making it possible to establish time intervals between actions for this measurement.
Regarding what we consider Operation productivity, we established that only some specific actions are productive, such as Public Responses and/or Internal Transfers to different levels, as long as the interval of each action is greater than 180s.
9 votes -
Add bulk actions to User Management such as bulk adding & removing tags / templates to Users
Can we have the ability to perform multiple bulk actions against a user? Key bulk actions would be:
Bulk adding tags
Bulk adding user templates
Bulk removing user templates
Bulk adding tags - Request
We use the Tags. We love that we can now filter by Tags in many features. How difficult it is to have to add a new Tag to 50+ Users - one at a time, and have to do so in a system that does not allow tabbing to the next User? It would be helpful and efficient to have the ability to select groups of…
9 votes -
Create Custom Reports to be Sent out via Email on a Desired Schedule
I need to pull reports on a daily and monthly basis across Schedule Task Details and Agent Performance Metrics that I would like to be able to customize and create a scheduled email to trigger and be sent out for these reports.
Also add ability to create shared reports in the system for users accessing similar team data9 votes -
9 votes
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Add a search field to the google chrome extension
Our agents use the Google Chrome extension daily, throughout their entire shifts, to select from over 30 different statuses. Currently, the statuses are listed alphabetically, forcing agents to scroll through the entire list, which is time-consuming and inefficient. This process slows down workflows, particularly when handle many task during their shift.
Introducing a search field or filter option would greatly improve efficiency, allowing agents to quickly find and select the correct status, ultimately enhancing both productivity and user experience.
8 votes -
Ability to import or manually update agent Leave allocations (ie. Annual Leave)
For clients with no HR connector
8 votesWe will look to tackle this early next year.
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Combine both SMA and seasonal forecasting into one
Can we only use seasonal forecasting when we believe the YOY pattern will be same (which I believe is something Greg said in his training) / Observation: it seems like the platform should be able to combine both SMA and seasonal forecasting into one
With Aspect it had the ability to control inside of the forecast how important are long term and short term trends. Being able to adjust how much of the forecast was impacted by close in trends.
Ideally the platform would understand the seasonal nature of the environment, but be able to use recent trends to increase…
8 votes -
8 votes
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