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  1. This will help us to troubleshoot issues and provide support internally without having to engage with Playvox Support.

    15 votes

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  2. Currently swapping is enabled only at the shift level (full day).
    As we are doing scheduling at the task level there is a need to have swaps done at this level, as often people swapping have different roles as it relates to the other tasks on their schedule (the ones they are not swapping).

    12 votes

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    Prioritized  ·  3 comments  ·  Scheduling  ·  Admin →
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  3. 6 votes

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  4. 6 votes

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  5. 6 votes

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  6. While the roster has all the scheduling data, with a large team and many different tasks being scheduled, it can become difficult to consume that information. Adding different ways of consuming this information could help like:
    ● Coverage/capacity view, by different tasks.

    5 votes

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    Prioritized  ·  1 comment  ·  Scheduling  ·  Admin →
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  7. The ability to display 'Leave Allowance' on the Agent dashboard, keeping the agent mindful of their allowance as well as leave taken to date (which is already displayed)

    4 votes

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  8. In addition to the current notifications via Slack, customers would like to be able to have agents select or change their status within Slack. This would be especially useful for agents working on back office activities, or in the case of Intercom, agents not working in an Inbox.

    Perhaps similar functionality to existing dropdowns in Slack - see attachment for Slackbot example.

    4 votes

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    Prioritized  ·  0 comments  ·  Connectors  ·  Admin →
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  9. 3 votes

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    0 comments  ·  Scheduling  ·  Admin →
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    This item is being prioritised for development.


    We are beginning planning and will provide further updates as we understand when this item can be actioned. 

  10. At the moment when configuring special days for a workstream / forecast, I have to go to the same Calendars where I manage leave. This is confusing. It would be great to have business hours and special days moved to the Forecasting Configuration as it's a lot more relevant.

    3 votes

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    0 comments  ·  Forecasting  ·  Admin →
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  11. 3 votes

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    Prioritized  ·  0 comments  ·  Dashboard  ·  Admin →
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  12. 3 votes

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    Prioritized  ·  0 comments  ·  Scheduling  ·  Admin →
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  13. 3 votes

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    Prioritized  ·  0 comments  ·  Scheduling  ·  Admin →
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  14. Allow optimisation to include additional options for:
    1. to take into account current daily volumes and reallocate people to synchronous channels where required
    2. Lock Specific Tasks from Optimization
    3. Optimize workloads in shifts that have already started (intraday optimization)
    4. Specify specific tasks to include / exclude from optimization
    5. Specify a date range to consider when reoptimizing
    6. Optimise by workplan, group, team or a specific workload

    3 votes

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    Prioritized  ·  1 comment  ·  Scheduling  ·  Admin →
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  15. A button or just a field that we can set the number of slots that will apply for the whole day/week instead of manually filling up every interval

    Reason -> OTs are usually open for the whole day hence doing this is a tedious job

    2 votes

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    0 comments  ·  Scheduling  ·  Admin →
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    This item is being prioritised for development.


    We are beginning planning and will provide further updates as we understand when this item can be actioned. 

  16. Allow the user to view the preview of where these events will go prior to it dropping them in to the roster

    2 votes

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    Prioritized  ·  0 comments  ·  Scheduling  ·  Admin →
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  17. 2 votes

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  18. 2 votes

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    Prioritized  ·  1 comment  ·  Scheduling  ·  Admin →
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  19. 2 votes

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    Prioritized  ·  0 comments  ·  Connectors  ·  Admin →
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  20. 2 votes

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    Prioritized  ·  0 comments  ·  Scheduling  ·  Admin →
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