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  1. 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

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    0 comments  ·  Scheduling  ·  Admin →
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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

  2. 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

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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

  3. 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

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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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  4. 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

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    Acknowleged  ·  1 comment  ·  Scheduling  ·  Admin →
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  5. 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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  6. 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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    Acknowleged  ·  1 comment  ·  Scheduling  ·  Admin →
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  7. Similar to Additional Hours - give agents the ability to opt out of a shift and go home for the day

    10 votes

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    Acknowleged  ·  1 comment  ·  Scheduling  ·  Admin →
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  8. 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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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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  9. 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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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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  10. 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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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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  11. 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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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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  12. 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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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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  13. 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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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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  14. On the MY TEAM ROSTER screen, have the ability to filter each table date column by selecting one or more values or from A to Z or Z to A or. This will help leaders to easily identify users with a particular shift or leave type for a specific day, especially when you manage big teams. Also having at the bottom of the table an automatic count of non blank cells for each column updated following the selected filter.

    1 vote

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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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  15. 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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  16. 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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  17. 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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    Planned  ·  1 comment  ·  Scheduling  ·  Admin →
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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

    5 votes

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    Prioritized  ·  2 comments  ·  Scheduling  ·  Admin →
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  19. Provide an event management screen that allows an overview of existing events, creating events and provide filters.

    3 votes

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    Under Review  ·  0 comments  ·  Scheduling  ·  Admin →
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  20. 5 votes

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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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