57 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 -
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?
6 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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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
5 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)
4 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 -
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.
4 votes -
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
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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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 -
Ability to Report Actual Required (in contrast to Forecast Required) FTEs/Hours
Currently, there is no ability to see or report the "actual required" FTE/hours. Actual Required would be similar to Forecast Required, except that it would assume that the forecast had been perfect for that day, and show what the ideal FTE/hours would be.
We use this to compare forecast required to actual required to rostered FTEs to report on the performance of the forecast and rostering.
2 votes -
Save Grid Settings to View
When you save a view/report in Reporting, it should save the grid settings (columns chosen, widths, order, etc.) as well as the Filter options used to make the report.
2 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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Events: Detailed View/dashboard for all events and ability to export data
Ability to have a view / dashboard dedicated to Re-occurring events created by group AND Agents. This view should allow us to bulk edit, along with the ability to view and export the details of: Frequency, created date start date, end date, duration, group or agent name, etc.
This should ALSO include the ability to export as well2 votesThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
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Option to select custom date timestamp formats when exporting reports
The ability to have a general setting somewhere that we can select what date/time format we'd like all reports to export with.
Since we're based in the US, the default date/time stamps that we export are in the "MM/DD/YYYY hh:mm" format and are not easily recognized by excel or google sheets and it requires manual efforts to convert them to "MM/DD/YYYY hh:mm" or else we're unable to sort/pivot properly.
In current state, not all reports but almost half of the exports we utilize, such as the Work Summary Reports and the Manage Roster Downloads are exported in the DD/MM/YYYY format.
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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Change to Schedule Summary Reporting
On the schedule summary page, it would be ideal to show the Rostered and Actual next to each other in the Data Table. I would like to compare what was scheduled versus what happened without toggling between.
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
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