515 results found
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Intercom - Allow more controls around tasks seen by agents in Intercom.
it would be ideal to have controls around tasks in intercom, with the options to lock visibility of certain tasks and have categories to put tasks in.
5 votes -
holiday calendar - annual updates
We need to ability to update all Leave calendars instead of 1 at a time when adding annual holidays.
Currently we have to open each individual calendar and then open each holiday one at a time to add the new year. This is extremely inefficient, and leaves room for error.5 votesHi Heather,
Thank you for submitting this request! We appreciate your feedback and will carefully review it as we plan future updates. Your input helps us improve and shape the product to better meet your needs. Keep the great suggestions coming!
Kind regards,
Fab
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Intercom - Remove the requirement of needing the "Can install, configure, and delete apps" permissions for agents
Currently, when configuring an agent for Intercom Connector, it is required that the "Can install, configure, and delete apps" permission is enabled for the agents connector to work. This poses a risk, since some agents are BPO agents and not full-time employees. It would be ideal to have tighter restrictions around permissions, and for customers to be able to apply appropriate roles/permissions for different types of users to ensure that agents do not have access to delete or install apps etc.
5 votes -
Edit leave request already approved
We currently lack the ability to edit a leave, especially sick leaves, when the dates need to be changed. For example, adding more days to a sick leave or reducing vacation days due to business needs.
We have consulted the following articles and have found nothing:
https://help-wfm.playvox.com/hc/en-us/articles/18291469660819-Leave-Management
https://help-wfm.playvox.com/hc/en-us/articles/18291644409619-Cancel-Leave-Requests
14 votesHello,
Thank you for sharing your idea to Edit approved leave requests on UserVoice! We truly value your input, and our team will review it as we plan future updates. While we can’t immediately implement every suggestion, your feedback helps us shape the product.
In the meantime, feel free to keep voting on other ideas you’d like to see implemented. Your voice matters!
Thanks for being part of our community!
Kind regards,
Fab Eisenmann
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Add download button in Work summary - Agents View
Our agents have real-time visibility of product management in work summary - current roster (Actual hrs) However, they do not have the option to download in a specific date range to track their products in the Google extension as well as view in real time. This way they can track, including a download button like the view that managers already have.
2 votes -
Add a search field to the google chrome extension
Our agents use the Google Chrome extension daily, throughout their entire shifts, to select from over 30 different statuses. Currently, the statuses are listed alphabetically, forcing agents to scroll through the entire list, which is time-consuming and inefficient. This process slows down workflows, particularly when handle many task during their shift.
Introducing a search field or filter option would greatly improve efficiency, allowing agents to quickly find and select the correct status, ultimately enhancing both productivity and user experience.
8 votes -
Better Help Documentation
Specifically for task management, we should have examples of tasks and their configurations based on standard practices. For example, does a "busy" segment count towards or against adherence/occupancy? How is that set up in PlayVox to show accordingly in RTA.
1 vote -
Allow for bulk editing of lunch, break, etc.
Allow for bulk editing of tasks for multiple users to use in conjunction with the Event schedule. This will allow us to move items that prevent the Event scheduler from failing multiple user when trying to schedule department wide meetings and trainings.
1 vote -
user profile date
In the Manage User section when looking at the Start and End date it shows the example of the date format as
yyyy-mm-dd but then presents the date as dd-mm-yyyy
Since this is not a standard across other countries it depends on how you grew up interpreting the information when the numbers do not surpass 12 in the date it is hard to tell what is the day vs month
1 vote -
Capacity Planner Staffing Predictor
Wanted to see the ability to see what staffing is required by entering a certain service level requirement. This would be available by channel/task, or the entire cap planner service level.
3 votesHello
Thanks for submitting the feature suggestion! It’s a great idea. We’ll keep it in mind as we plan upcoming updates, and I'll keep you posted on any developments.
Appreciate your input!
Kind regards,
Fab
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0 votes
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Export User Events
Have the ability to export all user based events that are set up in the profile. Currently, there isn't a way to run a report showing all the user events for clients to track them. Having a way to export these events will be a huge visibility gain, whereas now it is a blindspot. Clients have to either add the event in the user section and track that externally, or add the event to the shift template. The latter creates exponentially more shift templates, but gives clients the visibility to the events.
1 vote -
Leave Management Limits
Can we add an option to have a % of active accounts as a limit for leave management instead of a specific number?
7 votesThank you for submitting/voting on the idea for Leave management limits. We've acknowledged the suggestion and will consider it in future updates.
Your input helps shape our product, and we truly appreciate your support!
Best regards
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Leave Request Search
Mulitable days are requested; when submitted, each day is separate in the Leave Request Search.
1 vote -
Dialpad - When Interaction Occurs Post Shift, Reopens the Shift
If an interaction tied to the agent occurs after the end of the shift, current state is that the behavior will re-open the shift. This throws off the reporting, showing a different end time. The logic would need to be reconfigured to pull by UPM V2 to look at tasks versus interactions.
1 vote -
Ability to Report Actual Required (in contrast to Forecast Required) FTEs/Hours
Currently, there is no ability to see or report the "actual required" FTE/hours. Actual Required would be similar to Forecast Required, except that it would assume that the forecast had been perfect for that day, and show what the ideal FTE/hours would be.
We use this to compare forecast required to actual required to rostered FTEs to report on the performance of the forecast and rostering.
2 votes -
Manage Roster Filters - Select/Deselect All
It would be helpful to have a select all/deselect all option when filtering in Manage Roster versus having to select or deselect them all one by one.
1 vote -
Business Role Creation Improvement
Allow the creation of business roles (and other admin configurations) through an import process vs having to create each role one by one.
1 vote -
Roster Warning - Minimum Time Between Shifts
When building a roster/schedule it should be that the system warns you the minimum time between shifts is not being honoured.
This will help to prevent any breaches of contract or awards when an employee is working consecutive days.
4 votesHello
Your UserVoice request has been updated to 'Started' Our team is currently working on it and will keep you informed of any further updates. Thank you for your collaboration and valuable input.
Kind regards,
Fab
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Bulk edit of Exception to Adherence
The ability to add 'Exceptions' in bulk to override out of adherence instances
11 votes
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