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  1. 14 votes

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    Acknowleged  ·  1 comment  ·  Scheduling  ·  Admin →
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  2. I'm adding a task to someone's schedule as we need them to do another activity and I've added this before I think but this is a good use case.

    I want to add the task from the work summary but because I cannot edit rostered events from here I need to go into the manage schedule.

    We action a large number of intraday changes and to do this in advance from this screen would be a huge time saver. Is this possible in future releases?

    10 votes

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    Acknowleged  ·  1 comment  ·  Real Time  ·  Admin →
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  3. Having a mobile app for Playvox WFM will put us in line with client needs. This app would be helpful to view schedules, but more importantly to request leave and make schedule requests. The site is accessible via mobile devices, but this would give us an edge. Feedback from one of my clients.

    9 votes

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  4. I'd like to have the ability to create custom metrics in reporting using the existing metrics captured through the connector. e.g. phone time + email time = productive time

    Example: “# Handled” (Number of Interactions): in this indicator, the tool allows what should or should not be considered as interaction, even making it possible to establish time intervals between actions for this measurement.

    Regarding what we consider Operation productivity, we established that only some specific actions are productive, such as Public Responses and/or Internal Transfers to different levels, as long as the interval of each action is greater than 180s.

    9 votes

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    Acknowleged  ·  1 comment  ·  Metrics  ·  Admin →
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  5. Similar to Additional Hours - give agents the ability to opt out of a shift and go home for the day

    9 votes

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    Acknowleged  ·  1 comment  ·  Scheduling  ·  Admin →
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  6. 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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    Acknowleged  ·  0 comments  ·  Reporting  ·  Admin →
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  7. When an admin adjusts someone's shift in the Manage Roster section, the event such as coaching or meeting moves with the shift. Could we offer a pop up to occur if someone tried to slide a shift with a meeting event on it, to ask if they want to lock the event or move it with the shift?

    7 votes

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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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  8. Can we only use seasonal forecasting when we believe the YOY pattern will be same (which I believe is something Greg said in his training) / Observation: it seems like the platform should be able to combine both SMA and seasonal forecasting into one

    With Aspect it had the ability to control inside of the forecast how important are long term and short term trends. Being able to adjust how much of the forecast was impacted by close in trends.

    Ideally the platform would understand the seasonal nature of the environment, but be able to use recent trends to increase…

    7 votes

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    Acknowleged  ·  0 comments  ·  Forecasting  ·  Admin →
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  9. I want to be able to enter leave on the Real Time screen as this is the easiest place to enter partial absent. Currently, you can edit Actual Events, allowing us to enter Rostered leave eliminates the need to move between screens for what should be a simple data entry.

    5 votes

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  10. As a manager I need to see shift swap details after approval. Today after approval the shift swap details are empty.

    We need the ability consult shift swaps history details to understand what happened in the past.

    5 votes

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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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  11. User profiles with issues can cause issues with scheduling and leave.

    I'd like to have a report or at least an alert that tells me if there are active user profile's with configuration issues (i.e, availabilities don't match contract hours, there's no shift templates or shift templates don't match availabilities) so that I can fix them before there's an issue.

    5 votes

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  12. Have the ability to configure the dashboard by team, role, or both to turn the Who's Away section on or off.

    5 votes

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    Acknowleged  ·  0 comments  ·  Dashboard  ·  Admin →
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  13. Currently, the Roster displays in only one time zone, which is selected within the Roster. It would be much more user-friendly if agents, team leads, and others could see it in their local time zone.

    5 votes

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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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  14. Playvox is typically generated only a few weeks in advance (to minimize managing schedule changes). Today we are managing advance scheduling outside of Playvox and adding it at the time the roster is generated.
    A method of handling this type of advance scheduling would be beneficial.

    5 votes

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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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  15. 5 votes

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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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  16. 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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    Acknowleged  ·  0 comments  ·  Reporting  ·  Admin →
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  17. 5 votes

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    Acknowleged  ·  0 comments  ·  Connectors  ·  Admin →
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    1. Basically allow a one way shift in the shift swap rule configuration. By doing so would allow the business to be ok with having an imbalance for the workload task.

    2. Workload task - set up a rule to allow certain tasks to be given up without an offer in return (i.e. I give up chat workload task which was the first two hours of my shift).

    5 votes

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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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  18. Ability to customise domain links that allow the end user the ability to click on the Integration ID and link out to the actual object in the external platform. Eg in the attached Example of Identifier 5003m00001bekfeAAA, this would allow the end user to customise a link in the settings and Playvox then inserts the identifier variable.

    Eg user settings, Playvox Customers would enter their custom domain information: "https://domain.lightning.force.com/lightning/r/Case/" or "https://domain.dialpad.com/view/call/" (as examples only)

    and Playvox would append the Identifier to the end of the text to create a clickable link within the report:
    "https://xero.lightning.force.com/lightning/r/Case/5003m00001bekfe

    4 votes

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    Acknowleged  ·  0 comments  ·  Real Time  ·  Admin →
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  19. The ability to add 'Exceptions' in bulk to override out of adherence instances

    4 votes

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    Acknowleged  ·  0 comments  ·  Real Time  ·  Admin →
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