116 results found
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Cannot add business roles to roster policies for agents that will go live in future
On the roster configuration page, when you are adding a policy, you cannot add business roles that are associated with team members who are not yet active.
For example, I have 2 teams on a roster: 1 is working chat, 1 is working voice. They are on different workloads, and they are starting at different times. The chat group is starting next week. Their team is added to the roster and their users are in PV with next week start dates, but I cannot add the Chat business role to the policy for chat in the roster config because they…
1 voteThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
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Bulk Add New Task Avoid Breaks/Lunches
Currently the bulk add new task will ignore any agents that have a task that you don't want overridden but it would be helpful to have the tool allow you to add a task that extends through the break or lunches (or other specified) tasks without covering those tasks and not ignore those agents from the update.
1 voteThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
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Filter Names in Manage Roster by Workload/Task Filters
To have Manage Roster remove all other agent rosters similar to when filtering by team, user, etc. when you use the filter options on the right hand menu filtering by workload and tasks.
1 voteThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
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Tiering/Hierarchy of tasks
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 voteThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
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option to filter out specific users/groups/teams
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 -
Event Participant
Create a feature where on demand events (coachings/trainings) can be scheduled around an event participant's schedule (ie. Leaders/Trainers).
2 votes -
Manage Roster - Shrink visually disappears on the graph when selecting a specific task
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 voteThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
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roster lock feature
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 votesThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
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Roster Configuration - Agent search
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 -
List view of scheduled roster events
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 voteThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
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Incorporate shared volume and skilling into SLA projections and scheduling.
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 voteThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
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New Shift Template - Make It Obvious Need to Add to the Roster Configuration
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 -
Schedule Request
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 -
Email Notification Roster Publish - More Detail Needed
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 -
Ability for Agents to request a VTO (Voluntary Time Off)
Similar to Additional Hours - give agents the ability to opt out of a shift and go home for the day
10 votes -
Allow multiple Default workloads in workplans
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 agents1 vote -
Allow Roster to display in local time zone
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 -
Ability to generate Roster for long periods and far in advance
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 -
Roster: Ability to setup workload tasks time slot at workplan level
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 -
Manage Roster - Update shift start and end time based on the shift template selection
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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