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  1. 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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  2. 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

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  3. 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 out

    I've tried to use the Work Summary -->Actual Task Data report but it's not ideal

    4 votes

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  4. 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?!

    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

  5. Save current grid settings - enable feature for all reports, including Schedule Task Details (button exists but does not work)

    3 votes

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  6. 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.

    3 votes

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  7. 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.

    3 votes

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  8. 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

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  9. 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

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  10. Ability to filter schedule summary by Tag.

    2 votes

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  11. "I would like to have the option to track my agents' results every hour of the day, instead of just seeing the day as a whole. What I want is to check how the results are performing in each specific hour."

    2 votes

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  12. 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

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  13. 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

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  14. 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

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  15. 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

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  16. 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

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  17. 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

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    • Allow Payrates to be defined and associated with users.
    • Use payrates when determining costs in schedule -> analysis screen.
    2 votes

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  18. Would it be possible to add a column when you pull up the workstream information that would quickly reflect the workload task that is associated with each workstream. Often times when investigating we need to see which tasks are assigned to each workstream.

    The export should return all workstream data.

    Save filters when moving between list and table views.

    Import Workstream would also be nice

    Retain filters applied to main page when opening and closing a workstream (currently filters are lost on exit)

    2 votes

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  19. 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.

    2 votes

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    We have rolled this request into our re-design of the User Performance Metrics page. 


    We will introduce saving grid settings in a View so users can build multiple reporting views as needed.


    It will be available when we release our re-design.

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