Skip to content

Workforce Management

Categories

JUMP TO ANOTHER FORUM

  • Hot ideas
  • Top ideas
  • New ideas
  • My feedback

170 results found

  1. We'd love to see a system of being able to have tasks assigned a tiered rating, so some would supercede others.

    For example, if staff had to go through a piece mandatory training then the training task planned into their schedule would rank higher than any other task. So if a member of staff would then want to book that day off as AL where their training would be scheduled if availability allowed, then instead of auto approving, it would go into pending instead. This would then give us the opportunity to have meaningful discussions with relevant parties to check…

    1 vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    0 comments  ·  Scheduling  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  2. Ability to revert to any previously published shift from changelog

    2 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    0 comments  ·  Scheduling  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  3. As a manager I need to see shift swap details after approval. Today after approval the shift swap details are empty.

    We need the ability consult shift swaps history details to understand what happened in the past.

    5 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  4. To have keyboard shortcuts enabled, for copy, paste, delete and other shortcuts for scheduling events

    1 vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    0 comments  ·  Scheduling  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  5. Currently swapping is enabled only at the shift level (full day).
    As we are doing scheduling at the task level there is a need to have swaps done at this level, as often people swapping have different roles as it relates to the other tasks on their schedule (the ones they are not swapping).

    12 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Prioritized  ·  3 comments  ·  Scheduling  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  6. While manually editing the roster you can currently filter by name, team, business role, user location and user tag which is really useful, but it would improve the experience so much more if there was also the option to exclude certain users.

    ie. filter by 'Team A', exclude 'Business Role 1'

    1 vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  7. Create a feature where on demand events (coachings/trainings) can be scheduled around an event participant's schedule (ie. Leaders/Trainers).

    2 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  8. 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 vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    0 comments  ·  Scheduling  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    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. 

  9. We're in the process of pulling together the logistics of being able to generate and publish our rosters for the remainder of the year.

    However given the size of our main roster, it does take between 45/55mins to generate one and sometimes results in it timing out.

    As a potential future feature, we would love to see a Roster Generation queuing function built in to enable us to stack all the rosters we wish to generate. We'd then have them begin generating at a defined point in time (end of day/working week) so they can effectively generate in the background…

    3 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Under Review  ·  0 comments  ·  Scheduling  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  10. Shrink is visible on the coverage graph when no task is selected. However, when a workload task is selected, we do not see the shrink for that particular task. It is calculated in the effective roster number, however clients want to see the shrink by interval, even when selecting a specific task.

    1 vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    0 comments  ·  Scheduling  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  11. Example, Customer wants to schedule agents for 4 hours on chat then lunch and then 4 hours on tickets. Cannot be done in today's environment. This request has come up with multiple customers but as they have then churned it does not make the roadmap. Currently would be able to use this solution for an issue we have with eHealth QLD

    1 vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    0 comments  ·  Scheduling  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  12. As we start to utilize Playvox, we would love to see the ability to lock a roster period so one cannot accidentally re-run the roster and lose all adjustments done to that period.

    2 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    0 comments  ·  Scheduling  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  13. Allow the ability to search the workplan(s) that an agent is in at the roster configuration page. It is possible that an agent can be on several workplans, so having this functionality will allow for efficiency on this page. Also, when a client has several workplans, it may not be obvious as to the workplans they are a part of. This can help with troubleshooting as to why an agent has the incorrect workload task on their schedule, etc.

    2 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  14. to have the option to set the available slots for Opt-in hours to be set for the whole day or for the whole week.

    For instance, the current setup is you have to set the number of slots available per hourly interval per day when setting up Opt-in Hoours. But for companies who are always on "OPEN OT", this will be a drag to set up since you have to update it day by day; hour by hour.

    If having a button that you can click that will set the available slot to a fixed number for all hourly intervals…

    1 vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    0 comments  ·  Scheduling  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    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. 

  15. Once we create a roster event, we cannot see when individual events are created. We would like to be able to edit the roster event to add/remove/ individuals/entire events in a one-stop shop format.

    1 vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    0 comments  ·  Scheduling  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  16. When agents are trained on different skills, they handle multiple types of calls at once. Agents are often trained on different groups of skills, so there is no one way to cut workloads that fits all agents.

    This causes scheduling to specific tasks to be unreliable when assessing coverage for different lines of business. It also means the SLA projections are often too low because they do not take into account cross-skilling, only the tasks agents are scheduled for.

    In the attached image, coverage is quite good, but it looks like SLAs will be at 0% for certain workstreams because…

    1 vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    0 comments  ·  Scheduling  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  17. When you create a shift template and attach users, the client thinks that this is all that needs to be done to create a schedule. In fact, one big piece is left and it isn't intuitive that it needs to be done. We need to somehow notify clients once they create a shift template that they need to add it to the roster configuration that houses the agents tied to that shift template. Today, there isn't any link other than troubleshooting that is advised to them by their onboarding manager or consultant.

    2 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  18. Allow the agents the ability to submit a schedule request, similar to a leave request process. Either all or part of a shift.

    3 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  1 comment  ·  Scheduling  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  19. Having the ability to filter a request also by Users and not only by Teams on MY TEAM ROSTER and MY TEAM SCHEDULE screens, giving the ability to save a request of users belonging from different Teams if we need to monitor a specific skill cross-teams.

    1 vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  1 comment  ·  Scheduling  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  20. 14 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  1 comment  ·  Scheduling  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  • Don't see your idea?