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  1. 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

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    Prioritized  ·  1 comment  ·  Scheduling  ·  Admin →
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  2. Send the email notification about a schedule change being published by modeling it after the Manage Roster --> View Changelog.

    This view shows the before and after of the agent schedule, and would be great to have this displayed in the agent email notification.

    3 votes

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  3. Default workload tasks are currently assigned to any agent with remaining availability after the forecasted allocations have been reached. This means that agents without the required business role are assigned a default task that they may not be skilled to complete.
    By allowing multiple default workloads that are driven by business role - with business role being the priority rule - then workplans can contain multiple different user groups with different skill sets and not allocate incorrect workloads to unskilled agents

    1 vote

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  4. Currently, the Roster displays in only one time zone, which is selected within the Roster. It would be much more user-friendly if agents, team leads, and others could see it in their local time zone.

    5 votes

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  5. Playvox is typically generated only a few weeks in advance (to minimize managing schedule changes). Today we are managing advance scheduling outside of Playvox and adding it at the time the roster is generated.
    A method of handling this type of advance scheduling would be beneficial.

    5 votes

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  6. Similar to Additional Hours - give agents the ability to opt out of a shift and go home for the day

    9 votes

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  7. Would like the ability to setup a specific time slot for a given workload task in a workplan.

    Even though we have a forecast behind with volumes coming in all day long we need to roster a task only for a specific time slot based on the business organization

    1 vote

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  8. When modifying a shift in the Manage Roster screen, it will be helpful if the system could update automatically the shift start and end time accordingly to the shift template selection.

    Today we need to change manually every shift detail field and no alert message is displayed if the shift template doesn't match with the start and end time.

    1 vote

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  9. On the Manage Roster screen, when we modify the shift template of a rostered shift and the we clone that shift, we must keep the last modified shift template in the copied shift.

    Currently the original shift template is copied even if the roster has been saved after changing the shift template and before cloning the shift. Thus we need to change manually every shift template shift.

    1 vote

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  10. Ability to filter out the '0' value when reviewing the coverage needed across a day or week. This will speed up efficiency for real time looking to see where help may be needed.

    2 votes

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  11. Have check box to allow admin to check box to make comment visible to agents to see. Some may be more of internal comments for mgmt in the case of certain leave types

    3 votes

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  12. Allow planners to determine a pattern for recurring events i.e. Monday / Wednesday / Friday. Similar to Google Calendar or similar calendar experiences.

    6 votes

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  13. Provide an event management screen that allows an overview of existing events, creating events and provide filters.

    3 votes

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  14. 5 votes

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    1. Basically allow a one way shift in the shift swap rule configuration. By doing so would allow the business to be ok with having an imbalance for the workload task.

    2. Workload task - set up a rule to allow certain tasks to be given up without an offer in return (i.e. I give up chat workload task which was the first two hours of my shift).

    5 votes

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  15. 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:
    ● Who is on deck view, that shows who is currently available (or out-of-office), and being able to filter and group this by various fields.

    2 votes

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  16. 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:
    ● Calendar/timeline view, which can be filtered by one or multiple tasks.

    2 votes

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  17. 4 votes

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  18. 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 workload

    3 votes

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  19. 3 votes

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    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. 

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