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  1. 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).

    17 votes

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  2. This will help us to troubleshoot issues and provide support internally without having to engage with Playvox Support.

    15 votes

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  3. 14 votes

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    Acknowleged  ·  1 comment  ·  Scheduling  ·  Admin →
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  4. 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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  5. 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?

    10 votes

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    Acknowleged  ·  1 comment  ·  Real Time  ·  Admin →
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  6. 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.

    9 votes

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  7. 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

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    Acknowleged  ·  1 comment  ·  Metrics  ·  Admin →
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  8. 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.

    9 votes

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    Under Review  ·  0 comments  ·  Forecasting  ·  Admin →
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  9. Similar to Additional Hours - give agents the ability to opt out of a shift and go home for the day

    9 votes

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    Acknowleged  ·  1 comment  ·  Scheduling  ·  Admin →
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  10. Ability to save the filter settings in a leave request search when using the back function

    8 votes

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  11. 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 data

    8 votes

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    Acknowleged  ·  0 comments  ·  Reporting  ·  Admin →
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  12. 8 votes

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  13. 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?

    7 votes

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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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  14. 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…

    7 votes

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    Acknowleged  ·  0 comments  ·  Forecasting  ·  Admin →
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  15. 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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  16. When entering time off, can we have the ability to add times outside of 15-minute intervals? Currently, if someone is say 20 minutes late, we have to submit the time off in the leave requests using a 15-minute interval and then go into the roster and update the time. It would be better if we were able to do this in one step instead of two.

    6 votes

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  17. 6 votes

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  18. 6 votes

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  19. 6 votes

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  20. 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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    Planned  ·  1 comment  ·  Scheduling  ·  Admin →
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