56 results found
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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 -
Add agent emails to reports
I need to pull reports on a daily and monthly basis across some reports (Ex: Schedule Task Details and Agent Performance Metrics ). But we only have the registered name of the agent when we extract it and there is no email option, which makes it difficult to correlate with data taken from Zendesk, for example. Is there any way to enter the email? If so, is the history lost?!
5 votesThank 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
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Reporting - Export to .csv File Time Converts to Seconds Only
When any of the reports are exported, they only convert to seconds instead of hh:mm:ss.
Examples are the User Performance Metrics report, and the Schedule Task Details report.
Can we choose what format to export time as?
5 votes -
Daily Performance Report - Add Occupancy by Interval
Important to see occupancy by interval at the workstream level. Good place for this to land is Daily Performance Report.
Reason for request is to capture regional switchover of workload, and this will identify problem areas.
4 votes -
Analysis - Creation of Payroll Detail Report by Agent
Analysis reporting.
I'd like to see a report with the following:Agent log in day and time
Agent log out day and time
Lunch punches in and outI've tried to use the Work Summary -->Actual Task Data report but it's not ideal
4 votes -
save current grid settings schedule task details
Save current grid settings - enable feature for all reports, including Schedule Task Details (button exists but does not work)
3 votes -
Save multiple grid view settings on User Performance Metrics
At the moment we can only save one grid view setting on User Performance Metrics.
It would be nice to be able to save multiple views so we don't have to change our default view every time we need to produce a new report.
3 votesThe ability to save column configurations to a View has been added in the new User Performance Metrics report. This report is currently in Early Access and will be released into General Access in early - mid October 2024.
We will update this ticket when the report enters General Access.
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Daily Forecast Volume vs Actual Volume Comparison Report
I'm looking for an exportable report that will show a daily forecast volume vs actual volume comparison similar to the same export you can find from the historical pattern summary page (see attachment) but having the option to roll up the volume for each channel instead of breaking out each workstream.
3 votes -
Add ability to switch between 15 minute/30 minute/1 hour intervals on Daily Performanc to standardise with other reporting pages
This would apply to;
Workloads -> Schedule Coverage
Workstreams -> Volume vs. Forecast
Daily Performance Metrics3 votes -
Tags Field Should be Changed to Boxes Design
Tags Field Should be Changed to Boxes to Select Multiple Tags (Mirror Roles Design). This allows someone to select multiple tags, but also is consistent and follows the same setup that Roles have in reporting selection.
2 votesThank 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
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Comparison window to allow more than two dates/range comparisons
Comparison window in workstream analysis report should be able to cover multiple days and compare multiple days vs. the current limit of two comparsions
2 votes -
Schedule summary
Ability to filter schedule summary by Tag.
2 votesThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
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Workload Mapping using zendesk group assignment
Ability to track workload whenever a ticket is assigned to certain group on Zendesk.
- # tickets in workload
- Arrival patterns and volume forecasts
- HC Forecasts
- AHT based on Workload.
- Time to response after ticket was assigned to the group.2 votes -
Skipped Interactions | Ticket ID with Agent who skipped.
We can already know how many interactions where skipped by which agent.
But we want to know more details.
We would like to know how many interactions skipped 'x' agent, and when we click on the number we can see which interactions did playvox capture and at what time.
This would help to coach the agents.
2 votes -
Scheduled Reports - to be emailed to specific users
From University of Auckland
We want to know if AgyleTime has the functionality to automate/schedule reports. For example, if I want a specific report to be scheduled, it is sent out by email at specified times to my colleagues and I.Could you please confirm whether this functionality is available or not?
2 votes -
Schedule Task Analysis Report Export
Schedule Task Analysis - When you export the bar graph for adherence percentages, dates where agents did not have any actuals are showing as 100%. These should be left out of the report.
2 votes -
Drill down to individual workstreams from Workstream Analysis
From the workstream analysis view, allow a drill down from the charts / summaries to allow the workstreams that make up the summarized datapoint
2 votes -
Add a way to easily identify additional hours shifts and whether an agent worked the shift
I would to be able to easily identify additional hours shifts that an agent has booked on Work Summary, and see if an agent was logged into / working at that time. This could be as simple as a filter to help me narrow down what shifts I am looking at in the timeline.
2 votes -
Leave Reporting
Ability to have leave reporting for an agent roll to the current team, not only to the team that historically existed, but is no longer existing. Currently, the client has to select both teams when running leave for an agent that was previously on another team.
2 votes -
Define payrates on user profiles and see a breakdown of cost in Analysis -> Schedule Summary
- Allow Payrates to be defined and associated with users.
- Use payrates when determining costs in schedule -> analysis screen.
2 votes
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