168 results found

1. Shift Swap Agent Offer Visibility

   There are multiple steps for an agent to swap their shift with another agent with the current shift swap functionality. As an agent, you're not able to see the name of the person you are swapping with.

   In the shift swap email notifications, you do have visibility to see who is sending an offer, but in the PV platform, we are not able to distinguish between users and their offers.

   We are asking to have more visibility into which agent has offered and received the shift swap request to prevent navigation away from Playvox when associates add a request.

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   Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

   Thank you for taking the time to bring this feature request to Playvox. 

   
   

   A Product Owner will review the request for potential inclusion within the backlog / roadmap. 

   Updates will be provided as the feature progresses. 

   
   

   Regards, 

   The Playvox Team

2. Grey out days with no availability or intervals of day with no availability

   change UI to show days where team member is not available or has less than full day availability to display in grey (or similar). This would significantly assist when making manual changes.

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   Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

   Thank you for taking the time to bring this feature request to Playvox.

   
   

   A Product Owner will review the request for potential inclusion within the backlog / roadmap. Updates will be provided as the feature progresses.

    

   Regards, 

   The Playvox Team

3. Roster Publication - Lock feature

   Would love to see a feature that puts some security steps in place that prevents the accidental publication of a roster.

   We will quite often generate a batch of rosters going out into the future and will need to work on these prior to publication to ensure all lines of rotation any manual adjustments are finalised.

   As the process of publishing a roster is a second nature piece for us, it sometimes happens that we publish a roster ahead of time and without manual changes being completed. We then need to delete a roster (as it's incorrect) and start the process over again.

   With this in mind, we would love to see some kind of security steps put in place to prevent the accidental publication of a roster.

   The system would recognise that it is unpublished and then ask us for confirmation that we are about to publish a roster for the first time and whether all checks/tasks have been completed.

   Thanks!

   Would love to see a feature that puts some security steps in place that prevents the accidental publication of a roster.

   We will quite often generate a batch of rosters going out into the future and will need to work on these prior to publication to ensure all lines of rotation any manual adjustments are finalised.

   As the process of publishing a roster is a second nature piece for us, it sometimes happens that we publish a roster ahead of time and without manual changes being completed. We then need to delete a roster (as it's incorrect) and start the… more

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   Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

   Thank you for taking the time to bring this feature request to Playvox. 

   
   

   A Product Owner will review the request for potential inclusion within the backlog / roadmap. Updates will be provided as the feature progresses. 

   
   

   Regards, 

   The Playvox Team

4. Custom DST (Daylight Saving Time)

   DST poses challenges each spring and fall due to our teams spanning three time zones: North America, Mexico, and EMEA. This year, EMEA switched on Oct 30, North America will switch on Nov 6, while Mexico remains unchanged. To align our support hours, we require a customized Mexico shift synchronized with North America's DST change to streamline scheduling and recurring events.

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5. Display more data in Roster Summary table

   Right now, there is no way to see an agent's max hours or shifts per week. The User Shifts and User Availabilities tables only show the Minimum for each. When manually adjusting someone's schedule, you have to click into their agent view then back to the roster for each person you are adjusting
   Also, it'd be nice to have a Total Hours Rostered (excluding RDO). It shows total Paid, Leave, Shrinkage, and Productive, but you have export and add/subtract to get an overall total (for example, if you wanted to see how many FTEs were scheduled that week)

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   Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

   Thank you for taking the time to bring this feature request to Playvox.

   
   

   A Product Owner will review the request for potential inclusion within the backlog / roadmap. Updates will be provided as the feature progresses.

    

   Regards, 

   The Playvox Team

6. Enable Partial Shift Trade or Giveaway

   Ability for agents to trade segments of this shift, without giving away the full shift. Ideally this would be based off segments of time, not selecting tasks
   (Ex: posting a trade for the first 2 hours of my shift compared to posting just the first task on my shift)
   Also, we want this feature to have the ability for an agent to giveaway that partial segment without needing to receive an offer in return

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   Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

   Thank you for taking the time to bring this feature request to Playvox.

   
   

   A Product Owner will review the request for potential inclusion within the backlog / roadmap. Updates will be provided as the feature progresses.

    

   Regards, 

   The Playvox Team

7. Ability to refuse a Shift Swap Request

   Currently a user receiving a shift swap request cannot refuse it. If he doesn't respond proposing a date, the request continues to appear in the “Your shift swap offers” tab. Only the requester or the management can cancel the request.

   It would be helpful to add a button permitting the user receiving the request to refuse it.

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   Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

   Thank you for taking the time to bring this feature request to Playvox.

   
   

   A Product Owner will review the request for potential inclusion within the backlog / roadmap. Updates will be provided as the feature progresses.

    

   Regards, 

   The Playvox Team

8. bulk remove tasks

   ability to bulk remove a task from the roster and have the system automatically replace the task with the task (or one of the tasks) from the workplan. Could be further adjusted via Optimisation after completion.

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   Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

   Thank you for taking the time to bring this feature request to Playvox.

   
   

   A Product Owner will review the request for potential inclusion within the backlog / roadmap. Updates will be provided as the feature progresses.

    

   Regards, 

   The Playvox Team

9. unpublish roster

   Would like the ability to unpublish the roster if it is published in error, or if mass changes are required due to changes in the business. Currently if published in error, agents see their schedules and may not catch the updated changes, resulting in coverage and adherence issues.

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   Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

   Thank you for taking the time to bring this feature request to Playvox.

   
   

   A Product Owner will review the request for potential inclusion within the backlog / roadmap. Updates will be provided as the feature progresses.

    

   Regards, 

   The Playvox Team

10. Ability to enter a shrinkage overlay in roster set up

    Would like to see the ability to enter customized shrinkage at the roster level in different intervals throughout the week. Example - higher shrinkage for the morning and evening to staff up for absences and lower shrinkage in the afternoons to encourage meetings, etc.

    This would also be good to not be set to the task but applied overall to the workplan

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    Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

    Thank you for taking the time to bring this feature request to Playvox.

    
    

    A Product Owner will review the request for potential inclusion within the backlog / roadmap. Updates will be provided as the feature progresses.

     

    Regards, 

    The Playvox Team

11. Agent Notification for Opt In Hours

    As an organisation our reliance on topping up our rostered staff hours with Opt In Hours is currently reducing week on week. The appetite for Opt in Hours from frontline staff however isn't reducing and this is causing an amount of confusion amongst the staff in how their pledges aren't necessarily being transported to roster.

    Should our reliance on needing Opt In hours continue to reduce week on week, then this confusion will only increase.

    It's been identified that this is caused by a supply/demand issue.

    To counter this, and to minimise traffic/confusion it would be good to introduce some kind of message to manage the agents expectations. Something worded along the lines of:

    “Thank you for your support in pledging to work Additional Hours. Your request will now be processed and you will shortly see your roster changed to reflect the hours you've been successful in obtaining.”

    For example, there is 1 slot available between 8am and 10am on Monday. Agent A selects to work that that, and expect that it will land onto their roster. However, if Agent B also requests this particular time but does so a second before Agent A then they will be granted the slot on a first come first served basis. This is absolutely fine and the fairest way of allocating slots.

    However, should we have the a holding message along the lines of my suggested line above, then this would mitigate some of the confusion currently caused.

    Thanks!

    As an organisation our reliance on topping up our rostered staff hours with Opt In Hours is currently reducing week on week. The appetite for Opt in Hours from frontline staff however isn't reducing and this is causing an amount of confusion amongst the staff in how their pledges aren't necessarily being transported to roster.

    Should our reliance on needing Opt In hours continue to reduce week on week, then this confusion will only increase.

    It's been identified that this is caused by a supply/demand issue.

    To counter this, and to minimise traffic/confusion it would be good to introduce some… more

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    Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

    Thank you for taking the time to bring this feature request to Playvox.

    
    

    A Product Owner will review the request for potential inclusion within the backlog / roadmap. Updates will be provided as the feature progresses.

     

    Regards, 

    The Playvox Team

12. Schedule Update Enhancement

    We'd love to see the following enhancement made to Schedule Update function if possible?

    At present, the schedule update tool won't work in adding new starters to their allocated teams when they complete their defined period of Training/Academy time to a roster that has already been generated and published.

    As an organisation we're rolling out our main rosters for a longer period of time and are also in a period of having fortnightly intakes of staff. So every 2 weeks we're now having to move a sizeable headcount of new starters into their new teams manually. As our rosters grow and cover an extended period of time this will become a very labour intensive piece of work.

    So the enhancement we'd like to see to ease this burden would be to have these switches happen automatically and with minimal of manual intervention into previously generated and published rosters.

    Thanks!

    We'd love to see the following enhancement made to Schedule Update function if possible?

    At present, the schedule update tool won't work in adding new starters to their allocated teams when they complete their defined period of Training/Academy time to a roster that has already been generated and published.

    As an organisation we're rolling out our main rosters for a longer period of time and are also in a period of having fortnightly intakes of staff. So every 2 weeks we're now having to move a sizeable headcount of new starters into their new teams manually. As our rosters grow… more

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    Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

    Thank you for taking the time to bring this feature request to Playvox.

    
    

    A Product Owner will review the request for potential inclusion within the backlog / roadmap. Updates will be provided as the feature progresses.

     

    Regards, 

    The Playvox Team

13. Automation of adding agent to selected roster

    In our organisation we have a high internal attrition meaning that every month we have a significant number of agents moving from one department to another.

    At present the process of manual moving an agent to a selected roster is a time consuming one and with us looking to extend our roster range to a rolling 12months out it will mean even more time potentially being spent on selecting each selected roster one at a time to add a new agent into that roster.

    As a proposal, much in the same way we can queue rosters to be generated overnight/out of office hours, can we implement something similar for adding an agent to a selected roster?

    For example, agent A is due to move to roster B as of next week and this department currently has 3 months of rosters generated and published. Roster B is comparatively to others so will take approx 5mins per roster to add in shifts as per his template/rotation etc. To manually click this for 3months worth of rosters isn't currently the best use of manpower, so if this could happen overnight with a queuing system then it releases us to work on other tasks.

    Thanks!

    In our organisation we have a high internal attrition meaning that every month we have a significant number of agents moving from one department to another.

    At present the process of manual moving an agent to a selected roster is a time consuming one and with us looking to extend our roster range to a rolling 12months out it will mean even more time potentially being spent on selecting each selected roster one at a time to add a new agent into that roster.

    As a proposal, much in the same way we can queue rosters to be generated overnight/out… more

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    Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

    Thank you for taking the time to bring this feature request to Playvox.

    
    

    A Product Owner will review the request for potential inclusion within the backlog / roadmap. Updates will be provided as the feature progresses.

     

    Regards, 

    The Playvox Team

14. Manager Notification or Approval for Opt In hours

    The ability to have notifications sent to manager when agents opt in to tasks from the Opt In hours feature. We don't need this for every Opt In policy but would be nice to have the ability to info or request approval for certain instances.

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    Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

    Thank you for taking the time to bring this feature request to Playvox.

    
    

    A Product Owner will review the request for potential inclusion within the backlog / roadmap. Updates will be provided as the feature progresses.

     

    Regards, 

    The Playvox Team

15. Schedule tasks with predetermined start/end times, recurrence, and set number of assignees selected from a pool of people

    Our use case requires us to schedule people into specific duties (tasks) on a set schedule (fixed recurrence and start/end times), independent of the forecast, with a set number of assignees for each slot. We can identify the pool of people eligible for this task via business roles.

    We are currently using events to do this scheduling, but as we keep adding new roles across our global team, the number of events we have to manage is becoming unmanageable.

    We would like to be able to include this in the automatic schedule generation by defining the fixed time slots for the tasks, their recurrence, number of assignees and candidates, and allow the scheduling engine to select the assignees based on availability and load balancing, based on previously assigned tasks (of the same task or similar).

    Our use case requires us to schedule people into specific duties (tasks) on a set schedule (fixed recurrence and start/end times), independent of the forecast, with a set number of assignees for each slot. We can identify the pool of people eligible for this task via business roles.

    We are currently using events to do this scheduling, but as we keep adding new roles across our global team, the number of events we have to manage is becoming unmanageable.

    We would like to be able to include this in the automatic schedule generation by defining the fixed time slots for… more

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    Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

    Thank you for taking the time to bring this feature request to Playvox.

    
    

    A Product Owner will review the request for potential inclusion within the backlog / roadmap. Updates will be provided as the feature progresses.

     

    Regards, 

    The Playvox Team

16. Scheduled user profile changes should be effective on the date entered, not at the start of the roster

    The Quagi Beach release (https://help-wfm.playvox.com/hc/en-us/articles/19098359933075-Quagi-Beach-Release-August-8th-2023#:~:text=Roster%20Generation%20Now%20Includes%20Scheduled%20Updates) introduced updates to how scheduled user profile updates are considered when generating the roster, but the existing implementation is limited in utility because scheduled updates are only taken into account in the roster starting after the updated was scheduled.

    This means that if a user profile update is scheduled on a date that falls in the middle of the roster, the roster for that user is generated with data prior to the scheduled update, instead of using the initial configuration for the days before the scheduled update and the new configuration for the days after the scheduled update.

    Technically this is a bug, because by being able to set a specific date in the user profile update the expectation is that the date set will be used when generating the roster.

    The Quagi Beach release (https://help-wfm.playvox.com/hc/en-us/articles/19098359933075-Quagi-Beach-Release-August-8th-2023#:~:text=Roster%20Generation%20Now%20Includes%20Scheduled%20Updates) introduced updates to how scheduled user profile updates are considered when generating the roster, but the existing implementation is limited in utility because scheduled updates are only taken into account in the roster starting after the updated was scheduled.

    This means that if a user profile update is scheduled on a date that falls in the middle of the roster, the roster for that user is generated with data prior to the scheduled update, instead of using the initial configuration for the days before the scheduled update and the new configuration for the… more

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    Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

    Thank you for taking the time to bring this feature request to Playvox.

    
    

    A Product Owner will review the request for potential inclusion within the backlog / roadmap. Updates will be provided as the feature progresses.

     

    Regards, 

    The Playvox Team

17. Add schedule for single agent to roster

    Sometimes agents are wrongly not included in schedules (incorrect config, wrongly added end date) and so schedules need to be added back for them after rosters have been published. With hundreds of agents, this process can be very time consuming. The only way for automated schedules to be created for them would be to regenerate the roster, which would mess up schedules and data for all of the other agents.

    It would be hugely useful to be able to select agent(s) and click a button that auto-generates schedules onto an existing roster for the selected users. This would solve a large pain point in schedule creation.

    Sometimes agents are wrongly not included in schedules (incorrect config, wrongly added end date) and so schedules need to be added back for them after rosters have been published. With hundreds of agents, this process can be very time consuming. The only way for automated schedules to be created for them would be to regenerate the roster, which would mess up schedules and data for all of the other agents.

    It would be hugely useful to be able to select agent(s) and click a button that auto-generates schedules onto an existing roster for the selected users. This would solve a… more

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    Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

    Thank you for raising this concept to the WFM team.

    The Product Owner will review and update accordingly

18. Manager Roster | Hold Meeting Times When Adjusting the Agent Shift

    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?

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19. Mass Delete Shifts

    Allow for mass deletion of shifts rather than having to click the 'x' for each one by one.

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    Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

    Thank you for taking the time to bring this feature request to Playvox.

    
    

    A Product Owner will review the request for potential inclusion within the backlog / roadmap. Updates will be provided as the feature progresses.

     

    Regards, 

    The Playvox Team

20. Optimise active schedules

    Can we please look at introducing the re-optimisation of rosters that includes current active schedules as well as future schedules for the day that have not yet started. Planners want to be able to react to real-time conditions in the Performance Summary Dashboard for example and re-optimise based on that.

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    Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

    Thank you for taking the time to bring this feature request to Playvox.

    
    

    A Product Owner will review the request for potential inclusion within the backlog / roadmap. Updates will be provided as the feature progresses.

     

    Regards, 

    The Playvox Team