38 results found
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Need start day of week config to apply to the entire system
The help center states this globally updates across the whole platform, but that isn't actually the case. After contacting Support (Ticket #32414) they told us the feature wasn't intended to perform that way, and the setting only applies to the Roster. We need this is update everything. It's very confusing having different calendar formats scattered everywhere
1 vote -
Bulk User Imports - Scheduling User Profile Changes
We'd like to be able to schedule changes in bulk by either having the option to schedule a import to "go live" on a certain date OR being able to make a changes to a group of users are the same time and schedule that change to go into effect on a certain date.
This would help us ensure that things like group/team changes, schedules, availabilities, shift templates, roles, etc are done prepped for the change date without having to schedule each agent individually for that change.2 votesHi. It is possible to schedule future changes to a users profile. This allows you to specify a future date that a change will be applied on - and this will be incorporated into future scheduling decisions, as well as being applied at the date / time specified.
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Add Time Off - outside of 15 minute intervals
When entering time off, can we have the ability to add times outside of 15-minute intervals? Currently, if someone is say 20 minutes late, we have to submit the time off in the leave requests using a 15-minute interval and then go into the roster and update the time. It would be better if we were able to do this in one step instead of two.
6 votes -
Linking new shift IDs to agents after published roster - no adherence/occupancy
When a shift is removed from the roster management page (sometimes in error), the all associated data is wiped out. From what I understand, "actuals and occupancy are tied to the shift ID, which is a unique ID generated by the application during roster generation." Once an agent's scheduled is mistakenly deleted the agent's schedule and shift ID are removed along with all the metric that were attached to it. When we add a schedule back to the agent, the new shift ID is created but does not marry the metrics already in process or recorded.
This affects the agent's…
2 votesThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
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add end dates to roster events
Right now when you add events in the roster config feature, you cannot set an end date. If I have a recurring event that will happen for just a week or a month, I would like to set it for only that week/month. As it is, I have to create the event, set it to start on the start date, and then delete it after all rosters are generated with it (and hope I don't have to regen). Alternatively, I can create separate events for each date, but this is very time consuming and leaves a lot of room for…
1 voteThis 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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Roster Generation Queue Feature
We're in the process of pulling together the logistics of being able to generate and publish our rosters for the remainder of the year.
However given the size of our main roster, it does take between 45/55mins to generate one and sometimes results in it timing out.
As a potential future feature, we would love to see a Roster Generation queuing function built in to enable us to stack all the rosters we wish to generate. We'd then have them begin generating at a defined point in time (end of day/working week) so they can effectively generate in the background…
3 votes -
Forecast Phones/Chat Workload Based on Historical w/ Fixed Minimum Requirement
The ability to allow the system to generate the FTE requirement for the workloads for Chat and Phone based on historical arrival patterns, but to also have a fixed minimum requirement (ie. 1 or 2) to protect the workstream in the event that there's no requirement to guarantee that the workstream will still have some coverage. It would be helpful to not have the min requirement to be added to the historical forecast when the historical exceeds the min requirement, but only utilize the min when the requirement based on the forecast would fall below the min. required set.
9 votes -
Leave Request | Change the Leave Type When in Submitted or Approved Status
Ability to change the leave type as agent or admin when in submitted or approved status. Currently can change to full day or partial, but we would like to see the leave type as editable too.
3 votesRequires more general discovery around "Modifying approved leave"
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Events: Improve Management and Filtering of Events
Provide an event management screen that allows an overview of existing events, creating events and provide filters.
3 votes -
Enable more filter options for leave pages
Enabling filtering, sorting and grouping of leave data by configurable criteria; currently
grouping is done by leave calendars and filtering by leave type.2 votesNeed to know more. What filter options are sought after?
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Ability to un-cancel leave requests (if accidentally canceled)
If the submitter/approver accidentally cancels a leave request, it would be great if they had the ability to un-cancel the request, rather than the person having to re-submit their time off request
3 votes -
Leave Request | Ability to approve leaves in bulk
Having the ability to approve/cancel leaves in bulk will allow clients of larger size to gain efficiency in this area.
2 votesWe need to understand how this would look, feel and work. More discovery and then design work is required.
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Backdating Improvement
Currently the backdating feature only works once, but if a customer creates new historic tags or identifies an issue later on, they're unable to re-backdate to re-align their historical data. This means their workstreams are no longer accurate and they have to wait and go from scratch or manually bulk import new volumes. Can the feature be improved that anytime a backdate is run it overwrites the old data completely and aligns all historic data to the corresponding workstreams as if it was freshly imported for the first time.
1 vote -
Give Leave approval feedback to agents
Provide feedback to the agents if a leave request is likely to be approved, based on the threshold.
1 vote -
Add more columns to the table view of Workstream Configurations
Would it be possible to add a column when you pull up the workstream information that would quickly reflect the workload task that is associated with each workstream. Often times when investigating we need to see which tasks are assigned to each workstream.
The export should return all workstream data.
Save filters when moving between list and table views.
Import Workstream would also be nice
Retain filters applied to main page when opening and closing a workstream (currently filters are lost on exit)
2 votes -
Restricting Leave Tasks by Role when using the Add Time Off Button
The ability to restrict usage or visibility of specific leave tasks by role. The "add time off button" allows anyone with this permission the ability to enter 'all leave tasks' and specific leave tasks cannot be restricted by system or business role. For instance, if team leaders can only enter a certain type of request to be approved (ie. Absent) and not PTO and other requests that should go through WFM or another Admin for decisioning. The current ability to restrict tasks by business role doesn't appear to impact the admin features (Add Time Off Button).
2 votesUnder review for prioritisation
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Events: Ability to Create an Event to Cover a Requirement
e.g. 20 hours of FTE divided up by users X,Y,Z by role. Similar to a fixed forecast but demand based
2 votes -
Zendesk widget - Whos online status
In the Zendesk-Agyle Time widget, under the "Who's Online" tab, it shows how many people are online for chat & phone, but not who.
On the same tab, in the section below, there are agents listed. However, it is a list of everyone who is scheduled for the day, not those who are online at that time.
It would be great to have a combination of these features where we could see who was online in real time on various channels. I've attached a marked-up screenshot.
1 vote -
Consistency across all features and dashboards/reports in the reporting parameters
New feature request; consistency across all features and dashboards/reports in the reporting parameters. Specifically Tags and Users.
In this specific use case, I am doing some research on a variety of Occupancy scenarios on a limited (and varied) population. In Real Time I can select those Users and save them in a single View for that purpose.
In Analysis>User Performance Metrics, I can select Tags, but not Users.
In Analysis>Schedule Summary, I can't select Users or Tags
In Analysis>Leave Summary, I can select Tags but not Users
In Analysis>Schedule Tasks Analysis, I can select Tags but not Users
In Leave>Leave…1 vote -
Events: Allow Rotation of Demand Based Events
When creating a demand based event and selecting one agent per day over a period, system always defaults to the same single user and does not rotate between available users.
1 vote
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