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  1. When an admin adjusts someone's shift in the Manage Roster section, the event such as coaching or meeting moves with the shift. Could we offer a pop up to occur if someone tried to slide a shift with a meeting event on it, to ask if they want to lock the event or move it with the shift?

    8 votes

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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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  2. I want to be able to enter leave on the Real Time screen as this is the easiest place to enter partial absent. Currently, you can edit Actual Events, allowing us to enter Rostered leave eliminates the need to move between screens for what should be a simple data entry.

    3 votes

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  3. Ability to customize what timeframe is used to calculate agent or team metrics in the My Team Metrics/My Metrics/How are we doing today? sections of the agent dashboard (ie. week to date vs current day)

    4 votes

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    Acknowleged  ·  0 comments  ·  Metrics  ·  Admin →
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  4. Something that will notify them that they should be on break or any other aux based on what's plotted in their roster? Or like an alert that will tell them to move to a certain task that is plotted in their roster.

    We are not integrated with Zendesk and are using a different platform

    2 votes

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    0 comments  ·  Others  ·  Admin →
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  5. Save current grid settings - enable feature for all reports, including Schedule Task Details (button exists but does not work)

    4 votes

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    0 comments  ·  Reporting  ·  Admin →
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  6. I'd like to have the ability to create custom metrics in reporting using the existing metrics captured through the connector. e.g. phone time + email time = productive time

    Example: “# Handled” (Number of Interactions): in this indicator, the tool allows what should or should not be considered as interaction, even making it possible to establish time intervals between actions for this measurement.

    Regarding what we consider Operation productivity, we established that only some specific actions are productive, such as Public Responses and/or Internal Transfers to different levels, as long as the interval of each action is greater than 180s.

    8 votes

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    Acknowleged  ·  1 comment  ·  Metrics  ·  Admin →
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  7. Display volume trends as a percent in the Forecast configuration that can be edited if preferred. For instance, it's showing ^5% as the recent trend it's using to calculate the upcoming forecasts, the client can choose to keep that or can edit it to something else they would like to use for the upcoming forecast.

    3 votes

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    Acknowleged  ·  0 comments  ·  Forecasting  ·  Admin →
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  8. Ability to automatically transfer shifts content when a user is transferred to a team belonging to a different roster already generated.

    Today the team change is automatically done by the system but we have to cancel all shifts on the old roster and to create all shifts on the new roster (see enclosed document as example).

    3 votes

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    0 comments  ·  Scheduling  ·  Admin →
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  9. Ability to do a two-way schedule integration for some users (ie. pulling events from Gcal into Playvox, and then Playvox into Gcal). Currently, we are only able to set calendars up as either a Scheduling calendar (ie. to pull events from Gcal to Playvox) or a User calendar (ie. to pull events from Playvox to Gcal).

    2 votes

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    Acknowleged  ·  0 comments  ·  Connectors  ·  Admin →
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  10. Allow you to configure which historical days, weeks, months you want to use for forecasting the arrival patterns rather than the last 6 weeks. Also allowing a combination of these options to be used. ie. Thanksgiving week 2022 can be used for Thanksgiving week 2023. Or rather than a week since the day can move, Christmas Eve 2022 (Saturday) can be pulled in for just this coming Christmas 2023 (Sunday) arrival pattern. This would reduce the need to create custom intraday profiles via csv import.

    1 vote

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    Acknowleged  ·  0 comments  ·  Forecasting  ·  Admin →
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  11. As an adm user of this platform, I would like to propose the addition of language options, specifically for Portuguese and/or Brazilian Portuguese. While the administrators and stakeholders may not face difficulties due to language barriers, a significant portion of our user base consists of consultants/agents or leaders who rely on Google Translate to navigate the platform.

    Unfortunately, this often leads to inconsistent and inaccurate translations, which can result in misunderstandings and hinder their overall experience.

    3 votes

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  12. Instead of syncing after every leave request, have 1 sync or a hard-coded balance that leave requests are taken from within the system. This is to avoid situations of duplicated or mismatching balances between playvox & Bamboo HR

    4 votes

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    Acknowleged  ·  0 comments  ·  Connectors  ·  Admin →
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  13. When a Plan is created for several months it will be helpful to have the ability to export all data at once, in a single spreadsheet. Today we need to export month by month and then merge the data.

    4 votes

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    Acknowleged  ·  0 comments  ·  Planner  ·  Admin →
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  14. View peer team should be via system role permissions rather than the team level. This is necessary for larger groups. There could be a default state to not allow and override at a time level if it's not overridden by the system role permissions.

    1 vote

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  15. Real time notifications to configurable destination (email, Slack, system message, system pop-up) for issues with agent performance.

    1 vote

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    0 comments  ·  Others  ·  Admin →
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  16. Would like to see columns for Totals of each category (ie. Total Paid Shrinkage) and the breakdown of selected categories (Ie. Shrinkage - Break, Shrinkage - Meeting) together in the report. Rather than either or

    2 votes

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    1 comment  ·  Reporting  ·  Admin →
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  17. We would like the ability to export the roster timeline data in a spreadsheet, in a format similar to the one attached.
    This would help when we are planning coverage for some special events, when for few days a lot of agents will be unavailable or working different hours than usual. This involves scenario planning, where we are experimenting with various options (number of people unavailable, shifted availability) until we settle on the final solution. Having a scenario planning feature would be ideal, but until then just the capability to export the roster data in a spreadsheet would help.

    1 vote

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  18. We can already know how many interactions where skipped by which agent.

    But we want to know more details.

    We would like to know how many interactions skipped 'x' agent, and when we click on the number we can see which interactions did playvox capture and at what time.

    This would help to coach the agents.

    2 votes

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    1 comment  ·  Reporting  ·  Admin →
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  19. On the schedule summary page, it would be ideal to show the Rostered and Actual next to each other in the Data Table. I would like to compare what was scheduled versus what happened without toggling between.

    1 vote

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  20. Ability to automatically exclude certain tasks from adherence in task configuration (not leave tasks)

    1 vote

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