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  1. 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…

    1 vote

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    Acknowleged  ·  Anonymous 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. 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…

    1 vote

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    Acknowleged  ·  Anonymous 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. 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…

    1 vote

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    Acknowleged  ·  Anonymous 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. 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.

    2 votes

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    Acknowleged  ·  Anonymous 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

  5. 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.

    2 votes

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    Acknowleged  ·  Anonymous 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. 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…

    1 vote

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    Acknowleged  ·  Anonymous 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. 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…

    1 vote

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    Acknowleged  ·  Anonymous 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. 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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  9. Manage Roster > select agent > Bulk Edit Shifts:

    Allow you to bulk edit shifts with shrinkage tasks as well from here (ie. Onboarding Training/Compliance Training task). Currently it only allows you to edit using workload.

    2 votes

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

    2 votes

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    Acknowleged  ·  Anonymous 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. Ability to create a task that the user can use at any time, without affecting the adherence, but with a time limit.

    E.g: We have flexible lunchtime, so the users can take their lunchtime whenever they decide, but that lunchtime cannot be more than 1 hour, so when the task goes over 1 hour it starts to affect adherence.

    2 votes

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  12. 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

    2 votes

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    Prioritized  ·  Anonymous responded

    This item is being prioritised for development.


    We are beginning planning and will provide further updates as we understand when this item can be actioned. 

  13. To have keyboard shortcuts enabled, for copy, paste, delete and other shortcuts for scheduling events

    2 votes

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    Acknowleged  ·  Anonymous responded

    Thank you for raising this concept to the WFM team. 

    The Product Owner will review and update accordingly

  14. 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).

    4 votes

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    Acknowleged  ·  Anonymous responded

    Thank you for raising this concept to the WFM team. 

    The Product Owner will review and update accordingly

  15. When looking at the Schedule Coverage Chart in the Manage Roster, you are only able to view multiple tasks as a combined view of the coverage for both tasks. We would like to see a separation between the task coverage if there are multiple selected. This way we can view the impact to changes within the roster individually for each task without having to switch between them.

    1 vote

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    Acknowleged  ·  Anonymous 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. When viewing the Manage Rosters page, it would be great to have the 'Shift Colour Type' reflecting each agent's location in the 'User Shifts' table.

    1 vote

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    Acknowleged  ·  Anonymous 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. It would be very useful to see the detailed information for PTO/NCNS in [User Shift Tab] and whose details are linked and shown to the Actual Schedule in order to match the data visualisation to analize users and shift leaves easily.

    1 vote

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    Acknowleged  ·  Anonymous 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

  18. "because right now we have either to scroll down the menu to find the agent or type each name in the search box, but when we have to select multiple agents it becomes difficult to do especially if there's an error then we have to do it multiple times.
    So the idea would be to have a copy paste box where we paste the names and that selection of names is the one that we would use as target for the cloning.

    1 vote

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    Acknowleged  ·  Anonymous 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

  19. Allow filter options in the Manage Roster timeline tab to exclude users that don't meet ALL of the criteria. ie. English Calls and English Chat to show only those that have both roles not anyone that has either or. Currently this filter would reflect anyone that has the English Calls role and anyone that has the English Chat role but it would be helpful to filter for only those that have both.

    1 vote

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    Acknowleged  ·  Anonymous 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. When a shift is removed from the roster management page (sometimes in error), the all associated data is wiped out. From what I understand, "actuals and occupancy are tied to the shift ID, which is a unique ID generated by the application during roster generation." Once an agent's scheduled is mistakenly deleted the agent's schedule and shift ID are removed along with all the metric that were attached to it. When we add a schedule back to the agent, the new shift ID is created but does not marry the metrics already in process or recorded.

    This affects the agent's…

    2 votes

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    Under Review  ·  Anonymous responded

    Thank you for raising this concept to the WFM team. 

    The Product Owner will review and update accordingly

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