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Improvements to our WFM product

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498 results found

  1. Manager and Advocate Submits request for schedule changes (not allowing them to make changes themselves.)

    1 vote

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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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  2. Ability to cascade features/metrics/leave from the group level, or from one team to another clone metrics

    If an organization has 20 teams, they need to enter each set of agent/team/business metrics individually. While yes different teams have different metrics, there are many teams that have similar responsibilities and cloning of metrics would make for vastly improved efficiencies in this area.

    1 vote

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    Acknowleged  ·  1 comment  ·  System Configuration  ·  Admin →
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  3. Add a new SMS channel for text message capture

    It would be nice to see SMS added to Playvox as a Channel, as it's increasingly becoming a channel customers connect with us on.

    As well as adding the channel, can we make sure it's also included in all reporting the way other channels (Chat, Ticket, Phone, Social) are?

    1 vote

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    Acknowleged  ·  0 comments  ·  Others  ·  Admin →
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  4. Expose the closed metric from Zendesk in the User perf metrics and the workstream Interactions search reports

    In Zendesk there is a difference between a 'Solved' ticket and a 'Closed' ticket.

    Solved tickets can be re-opened.

    Closed tickets cannot be re-opened and are completed.

    Can we have a count of Closed tickets from Zendesk?

    1 vote

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    0 comments  ·  Metrics  ·  Admin →
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    Started  ·  AdminAnonymous (Admin, Playvox) responded

    The new Workstream Search (and associated) dialog that is currently in early access exposes closed metrics and also the last resolved details.


    Last resolved is determined at the time that the ticket is closed. This will be reflected in User Performance metrics and also available in workstream analysis soon.

  5. Capacity Planner: Ability to add multiple users to a template in bulk. E.g. I need to add 10 x this type of user

    1 vote

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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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  6. Manage Roster Save Favourite: Add the ability to filter Fit Visible Items AND Show Schedule Coverage turned off

    1 vote

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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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  7. If you delete the last task for a shift - Remove the shift line from the roster on save (prompt user to alert them)

    1 vote

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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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  8. Admin>Groups>Metrics Page: All values fields should indicate the unit of measurement and carry through to dashboards

    Every measurement should have units, and every graph should be normalised for ease of use - specifically if it is greater than say >120seconds the scale should default to minutes. Furthermore, you should have the ability to change by unit (sec/min/hour) as desired, which is important depending on channel.

    1 vote

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    Acknowleged  ·  0 comments  ·  Metrics  ·  Admin →
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  9. Queue/Views: Want to be able to get a view on how many NEW and OPEN tickets are in each workstream at a point in time

    I want to see live numbers in the Real Time Perf Summary and Workstream Analysis View

    1 vote

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    Acknowleged  ·  0 comments  ·  Forecasting  ·  Admin →
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  10. Capacity Planner - Overlay last years / last months actual planned / unplanned leave % when viewing / updating leave.

    1 vote

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    Acknowleged  ·  0 comments  ·  Planner  ·  Admin →
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  11. Manage Rosters page - under Tools, Add Shifts - display only shift templates that relate to that roster configuration

    1 vote

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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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  12. Incremental OT offerings so allow users to not count as a full head in an hour segment when only picking up 4:30-5:00

    1 vote

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  13. Manage Roster: When filling empty spaces left by removing a task on the roster have an alternate to using the default task

    1 vote

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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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  14. Allow Leave thresholds to be applied using the Event logic e.g. can be set for every Monday or for the last Friday of each month

    1 vote

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    Under Review  ·  0 comments  ·  Leave Management  ·  Admin →
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  15. Update Filter Options based on seperate rosters in configuration (Don't want premier roster people to see Advocayc/Master roster)

    1 vote

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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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  16. ‘Planned activity’ setting in Task Definition to better reflect that it enables WFMs to add the Task ad-hoc in Roster Management.

    I want the 'Planned activity' setting in Task Definition to better reflect that it enables WFMs to add the Task ad-hoc in Roster Management.

    1 vote

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    Acknowleged  ·  0 comments  ·  System Configuration  ·  Admin →
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  17. Agent Minimum hours between shifts contract rule being over-ruled by a shift template rule: To be corrected and applied in reverse

    1 vote

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  18. Manage roster page: Can we have a 'Save All' and a seperate 'Publish All' button to save all open rosters or to publish all open rosters

    1 vote

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  19. User Configuration - An option to sync Leave Configuration

    I want to have an option to sync the Availabilities Start Time with the Leave Configuration Start Time when configuring a User Template

    So that I don't need to manually set the Start Time on Leave Configuration if it matches the user's Availabilities Start Time.

    1 vote

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    Acknowleged  ·  0 comments  ·  System Configuration  ·  Admin →
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  20. Add a line to the schedule coverage graph when a forecast scenario is selected in addition to the forecast requirement line.

    1 vote

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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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