18 results found
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Work Summary - Filter by Currently Working Agents
Allow the work summary view to be filtered by the users that are currently working.
This would allow the work summary view to be further filtered to only show users whose shifts are in-progress - or will commence within a specified number of hours. The users that are filtered would be updated as time progresses - so users whose shift have ended would drop out, and users about to start would come into view.
1 votePlanned for inclusion in Work Summary improvements
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Add Email Column Option to User Performance Metrics
Currently email is not a column option for User Performance Metric, which makes it difficult for us to aggregate data between different sources (ZD and PV mainly) where the names might be spelled slightly differently or formatted differently.
2 votesHi,
Thank you for raising this enhancement with us.
I'm excited to let you know that we have planned to deliver this particular request with our upcoming redesign of User Performance Metrics.
In the redesign, details such as a user's email, location, business roles and tags will be visible and filterable within the table.
The redesign is target for release in late Q2 - early Q3,
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Workstream Grouping to make filtering in reports easier.
Ability to create own channels in workstream setup only to help with filtering for reports. Use case, I have multiple phone workstreams, however only am concerned with four of the eight workstreams for reporting.
2 votes -
7 votes
This is currently planned for late this year.
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Events: Recurring Pattern / Multiday Event Generation
Allow planners to determine a pattern for recurring events i.e. Monday / Wednesday / Friday. Similar to Google Calendar or similar calendar experiences.
6 votes -
Add leniency rules to Punctuality
It would be nice to be able to configure a leniency period for punctuality metrics, so that I can specify that metrics such as Late start only count when an agent is x amount of minutes late, or if an Early finish counts if an agent leaves x amount of minutes early.
Current leniency rules in Playvox WFM only work with Adherence metrics.
3 votes -
4 votes
We are finishing up discovery for this item and will be tackling this next.
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3 votes
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Calendar: Ability to set a threshold for a time period not a full day
for clients with an AM and PM shift. Would mirror what is available now in the leave request screen
3 votes -
3 votes
This will be addressed when we tackle "Flexible Thresholds", which is our next feature up for development.
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Workstream Metrics - Show out of business hours / Unplanned Overtime
Report on the total handle time of work done outside of planned (rostered) time.
Any interactions worked on outside of the rostered shift (or any additional hours shift) would be counted as unplanned handle time.
2 votes -
2 votes
Will be tackled alongside Leave Threshold work.
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Include page preferences in saved Views for all reports in Playvox WFM
Saved Views do not include the preferences on which the view was based when created for a lot of reports in Playvox WFM.
Only Realtime views (Work Summary and Performance Summary) currently save preferences to Views. It would be nice to have this everywhere else.
2 votes -
Workplan hierarchy to apply rules (eg. RDOs)
Roster Config: Need to create some sort of hierarchy logic within the workplans that will allow us to apply different rules to a subset of users within a workplan e.g. consecutive or Non consecutive RDOs for a team/group
1 vote -
1 vote
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Save multiple grid view settings on User Performance Metrics
At the moment we can only save one grid view setting on User Performance Metrics.
It would be nice to be able to save multiple views so we don't have to change our default view every time we need to produce a new report.
1 voteWe have rolled this request into our re-design of the User Performance Metrics page.
We will introduce saving grid settings in a View so users can build multiple reporting views as needed.
It will be available when we release our re-design.
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1 vote
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Allow Playvox WFM to auto add additional hours based on FTE requirements
(ie. short 20% of FTE requirement, allow additional hours to be auto added)
1 vote
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