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Improvements to our WFM product

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5 results found

  1. Total time to resolution

    We would like to see Total time to resolution for zendesk tickets .

    That is time from creation of ticket to final resolution. Not just handle time.

    3 votes

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    0 comments  ·  Metrics  ·  Admin →
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    Started  ·  AdminAnonymous (Admin, Playvox) responded

    Development is in progress, and will be available initially on workstream details and workstream analysis.


    Total Time to resolution will be calculated at the time the workstream is closed.

  2. Reinstate shift after leave is removed from roster

    In the current implementation, when a leave request is cancelled, the leave task is removed from the roster without restoring the tasks that were there before the leave was cancelled. This results in the person not being scheduled at all for that day.

    Cancelling a leave request should result in restoring the tasks to whatever they were before the leave was added, or to what they would be if the roster was generated (in case the leave already existed at the time of the oyster generation).

    17 votes

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    0 comments  ·  Leave Management  ·  Admin →
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    Started  ·  AdminTristan (Product Manager (Leave WFM), Playvox) responded

    The MVP of this feature has been released.  In this first iteration, we have focused on reinstating shifts when a shift existed on the roster prior to the leave request.  Next, we will be focusing on a) improving notifications within the product when a shift is reinstated after leave is cancelled, and b) generating a shift when leave is cancelled and a shift did not exist on the roster prior to the leave request. 

  3. Cap Additional Hours by user by day or week

    Add functionality to restrict Additional Hours to cap the user on total rostered hours each day. For instance, if the agent has an 8 hour shift already and WFM posts OT allowing for up to 8 hour max (max of 8 intended for users who don't already have a shift for the day) to limit the user to only picking up 4 hours so they get capped at 12 total hours per day.

    6 votes

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    0 comments  ·  Scheduling  ·  Admin →
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  4. Integration: Slack alert when integration is broken

    When the integration between Zendesk and Playvox breaks, create a slack alert so that it is visible for the people who need to know to allow for a quick fix.

    1 vote

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    Started  ·  0 comments  ·  Connectors  ·  Admin →
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  5. Create System Event Log Capturing all system updates

    5 votes

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    Started  ·  1 comment  ·  System Configuration  ·  Admin →
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