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  1. In the current implementation, when a leave request is cancelled, the leave task is removed from the roster without restoring the tasks that were there before the leave was cancelled. This results in the person not being scheduled at all for that day.

    Cancelling a leave request should result in restoring the tasks to whatever they were before the leave was added, or to what they would be if the roster was generated (in case the leave already existed at the time of the oyster generation).

    17 votes

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  2. 6 votes

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  3. We would like to see Total time to resolution for zendesk tickets .

    That is time from creation of ticket to final resolution. Not just handle time.

    4 votes

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    0 comments  ·  Metrics  ·  Admin →
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    Development is in progress, and will be available initially on workstream details and workstream analysis.


    Total Time to resolution will be calculated at the time the workstream is closed.

  4. When the integration between Zendesk and Playvox breaks, create a slack alert so that it is visible for the people who need to know to allow for a quick fix.

    1 vote

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    Started  ·  0 comments  ·  Connectors  ·  Admin →
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  5. 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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    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.

  6. Allow all available business performance metrics to be configured to display on the user performance metrics dashboard.

    The list of business performance metrics available in th groups configuration should be the same list that is available in workstream metrics (workstream analysis). Once selected this should be reflected correctly in the User Dashboard 'How are we doing Today' section.

    1 vote

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    Started  ·  0 comments  ·  Metrics  ·  Admin →
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