53 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 data7 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 -
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?
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 -
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.
3 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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Intraday User Performance Metrics
"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 -
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 -
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 -
Add more columns to the table view of Workstream Configurations
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 -
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.
2 votesWe 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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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.
2 votes -
Reporting: Additional report in Analysis for LogIn/LogOut
It would be very useful to have a clean simple login/logout report; the data is obviously in the system, but there is no simple report available that gives 1. User name, 2. start of shift timestamp, 3. Lunch start time stamp, 4. Lunch end timestamp, end of shift timestamp and getting to one requires a ton of reformatting. (I've never seen a WFM system that doesn't have a simple login/logout report, before so maybe I'm just not finding one that does exist?)
2 votes -
Analysis - Workstream Interaction Detail Voice Call Type of Disconnect
I would like to see the following addition to the Workstream Interaction Detail report. Ability to see if on a phone call, that the disconnect was internal or external. An internal disconnect could indicate that the agent was hanging up on customers, possible customer mistreatment. I want to be able to potentially identify this behavior with the feature add of internal or external disconnect.
2 votes -
Include/don't include shifts that have a pay category?
We produce a weekly hours report for our departments but don't want to include overtime hours in these numbers, just scheduled/contracted hours
2 votes
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