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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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    The MVP of this feature has been released.  In this first iteration, we have focused on reinstating shifts when a shift existed on the roster prior to the leave request.  Next, we will be focusing on a) improving notifications within the product when a shift is reinstated after leave is cancelled, and b) generating a shift when leave is cancelled and a shift did not exist on the roster prior to the leave request. 

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

    12 votes

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  3. 12 votes

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

    8 votes

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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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  6. 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.

    8 votes

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    Acknowleged  ·  1 comment  ·  Metrics  ·  Admin →
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  7. 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).

    7 votes

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    Prioritized  ·  1 comment  ·  Scheduling  ·  Admin →
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  8. 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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  9. 7 votes

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  10. 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 votes

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    0 comments  ·  Scheduling  ·  Admin →
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  11. Currently, the Roster displays in only one time zone, which is selected within the Roster. It would be much more user-friendly if agents, team leads, and others could see it in their local time zone.

    6 votes

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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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  12. 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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  13. 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?

    6 votes

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    Acknowleged  ·  1 comment  ·  Real Time  ·  Admin →
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  14. User profiles with issues can cause issues with scheduling and leave.

    I'd like to have a report or at least an alert that tells me if there are active user profile's with configuration issues (i.e, availabilities don't match contract hours, there's no shift templates or shift templates don't match availabilities) so that I can fix them before there's an issue.

    5 votes

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  15. Playvox is typically generated only a few weeks in advance (to minimize managing schedule changes). Today we are managing advance scheduling outside of Playvox and adding it at the time the roster is generated.
    A method of handling this type of advance scheduling would be beneficial.

    5 votes

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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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  16. 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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  17. 5 votes

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  18. 5 votes

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  19. 5 votes

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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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  20. 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

    5 votes

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    Acknowleged  ·  0 comments  ·  Reporting  ·  Admin →
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