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  1. 14 votes

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    Acknowleged  ·  1 comment  ·  Scheduling  ·  Admin →
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  2. 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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  3. 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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  4. 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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  5. 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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  6. As a manager I need to see shift swap details after approval. Today after approval the shift swap details are empty.

    We need the ability consult shift swaps history details to understand what happened in the past.

    5 votes

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  7. 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.

    5 votes

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  8. 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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  9. 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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  10. 5 votes

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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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    1. Basically allow a one way shift in the shift swap rule configuration. By doing so would allow the business to be ok with having an imbalance for the workload task.

    2. Workload task - set up a rule to allow certain tasks to be given up without an offer in return (i.e. I give up chat workload task which was the first two hours of my shift).

    5 votes

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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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  11. DST poses challenges each spring and fall due to our teams spanning three time zones: North America, Mexico, and EMEA. This year, EMEA switched on Oct 30, North America will switch on Nov 6, while Mexico remains unchanged. To align our support hours, we require a customized Mexico shift synchronized with North America's DST change to streamline scheduling and recurring events.

    4 votes

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    1 comment  ·  Scheduling  ·  Admin →
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  12. Ability to automatically transfer shifts content when a user is transferred to a team belonging to a different roster already generated.

    Today the team change is automatically done by the system but we have to cancel all shifts on the old roster and to create all shifts on the new roster (see enclosed document as example).

    4 votes

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    1 comment  ·  Scheduling  ·  Admin →
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  13. 4 votes

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    Planned  ·  0 comments  ·  Scheduling  ·  Admin →
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  14. There are multiple steps for an agent to swap their shift with another agent with the current shift swap functionality. As an agent, you're not able to see the name of the person you are swapping with.

    In the shift swap email notifications, you do have visibility to see who is sending an offer, but in the PV platform, we are not able to distinguish between users and their offers.

    We are asking to have more visibility into which agent has offered and received the shift swap request to prevent navigation away from Playvox when associates add a request.

    3 votes

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    0 comments  ·  Scheduling  ·  Admin →
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    Thank you for taking the time to bring this feature request to Playvox. 


    A Product Owner will review the request for potential inclusion within the backlog / roadmap. 

    Updates will be provided as the feature progresses. 


    Regards, 

    The Playvox Team

  15. Would love to see a feature that puts some security steps in place that prevents the accidental publication of a roster.

    We will quite often generate a batch of rosters going out into the future and will need to work on these prior to publication to ensure all lines of rotation any manual adjustments are finalised.

    As the process of publishing a roster is a second nature piece for us, it sometimes happens that we publish a roster ahead of time and without manual changes being completed. We then need to delete a roster (as it's incorrect) and start the…

    3 votes

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    Thank you for taking the time to bring this feature request to Playvox. 


    A Product Owner will review the request for potential inclusion within the backlog / roadmap. Updates will be provided as the feature progresses. 


    Regards, 

    The Playvox Team

  16. We're in the process of pulling together the logistics of being able to generate and publish our rosters for the remainder of the year.

    However given the size of our main roster, it does take between 45/55mins to generate one and sometimes results in it timing out.

    As a potential future feature, we would love to see a Roster Generation queuing function built in to enable us to stack all the rosters we wish to generate. We'd then have them begin generating at a defined point in time (end of day/working week) so they can effectively generate in the background…

    3 votes

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    Under Review  ·  0 comments  ·  Scheduling  ·  Admin →
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  17. Allow the agents the ability to submit a schedule request, similar to a leave request process. Either all or part of a shift.

    3 votes

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  18. Send the email notification about a schedule change being published by modeling it after the Manage Roster --> View Changelog.

    This view shows the before and after of the agent schedule, and would be great to have this displayed in the agent email notification.

    3 votes

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    Acknowleged  ·  1 comment  ·  Scheduling  ·  Admin →
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  19. Have check box to allow admin to check box to make comment visible to agents to see. Some may be more of internal comments for mgmt in the case of certain leave types

    3 votes

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