54 results found
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Ability for administrator to log in as / impersonate an agent
This will help us to troubleshoot issues and provide support internally without having to engage with Playvox Support.
15 votes -
Enable shift swap for a task
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 -
Ability to import or manually update agent Leave allocations (ie. Annual Leave)
For clients with no HR connector
6 votesWe will look to tackle this early next year.
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6 votes
We will look to start discovery for this item once we have completed the prerequisite work for reinstating shift.
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6 votes
We will look to start discovery for this item once higher priority items are completed.
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Improve Roster Filters - Coverage
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 -
Display 'Leave Allowance' on the Agent dashboard
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 -
Allow agents to select/change their status in Slack
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 -
3 votes
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.
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Move the special days library to Forecasting Configuration
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 -
3 votes
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3 votes
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3 votes
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Optimise: Add in the ability for the optimise options
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 workload3 votes -
Opt in Hours Available Timeslot
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 votesThis item is being prioritised for development.
We are beginning planning and will provide further updates as we understand when this item can be actioned.
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Events: Preview Events When Generating Within Manage Roster
Allow the user to view the preview of where these events will go prior to it dropping them in to the roster
2 votes -
2 votes
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2 votes
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2 votes
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2 votes
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