48 results found
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Add Employee ID column to the MY TEAM ROSTER and MY TEAM SCHEDULE screens
Add the Employee ID column next to the user’s one in the MY TEAM ROSTER and MY TEAM SCHEDULE screens to facilitate Leaders work for internal processes
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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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 -
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
3 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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Ability to import or manually update agent Leave allocations (ie. Annual Leave)
For clients with no HR connector
7 votesWe will look to tackle this early next year.
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Opt In Hours- Ability to Bulk Select
Looking for the ability to "bulk select" slots for opt in hours or select a certain slots every week (if roster is set to a generate for more than one week).
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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bulk add new recurring scheduled events to generated rosters without re-generating roster
Once a new recurring event is added to a roster config, the ability to add those events to already generated rosters without re-generating the roster (ie. with the optimize roster button). Currently you have to add each event individually even when they are in the roster, or regenerate and completely lose any manual changes you've made to a roster
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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Tabular Work Summary
Monitoring lots of teams using the Work Summary screen is not very efficient, though the screen itself and the information on it is invaluable. Could we get a summarised version of Work Summary in a table format? It would be great to get the critical information for each user and team at a high-level, such as Occupancy, Adherence, OOA, Current Task, etc.
A drilldown from there into more detail as well would be helpful.
2 votes -
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.
19 votes -
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 -
7 votes
We will look to start discovery for this item once higher priority items are completed.
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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 workload5 votes -
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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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 -
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.
4 votes -
4 votes
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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
3 votes -
2 votes
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3 votes
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Forecasts: Update chat / voice forecasts to exclude historical data outside of current operational hours
Some of our workstreams (particularly our region-based workstreams) have specific operating hours.
It would be great to be able to define the operating hours for Chat / Voice and have the option to choose how to handle the workstream volumes arrive outside of these business hours.
As it is Chat / Voice, those volumes may need to be excluded as there's nothing we can do to return the chat / call.
For other people who might route to a voicemail and return these calls, they might want to include them in the forecast.
Just the configurability would be great.
3 votes -
3 votes
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