23 results found
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Bulk edit of Exception to Adherence
The ability to add 'Exceptions' in bulk to override out of adherence instances
8 votes -
Ability to add custom domain link to Identifiers across all integrstions?
Ability to customise domain links that allow the end user the ability to click on the Integration ID and link out to the actual object in the external platform. Eg in the attached Example of Identifier 5003m00001bekfeAAA, this would allow the end user to customise a link in the settings and Playvox then inserts the identifier variable.
Eg user settings, Playvox Customers would enter their custom domain information: "https://domain.lightning.force.com/lightning/r/Case/" or "https://domain.dialpad.com/view/call/" (as examples only)
and Playvox would append the Identifier to the end of the text to create a clickable link within the report:
"https://xero.lightning.force.com/lightning/r/Case/5003m00001bekfe…4 votes -
Ability to configure certain leave types as out of adherence
To have the ability to code certain leave types (ie. Tardy, Leave Early, etc.) as out of adherence if the agent doesn't log in, even if this code is on their schedule for leave reporting purposes.
1 vote -
View
The ability to see Location in shift bar as well as Team names within the Work Summary Real Time view.
2 votes -
Realtime Performance Summary Zendesk Ticket Link | Consider Prefix
In the Performance Summary section, when a client has a prefix on their Zendesk instance, the link to view the ticket does not go through. You are not able to view the ticket in Zendesk.
1 vote -
Display Volume Trends %
Display volume trend as a percentage in the Realtime Performance Dashboard report (ie. ^5% or) so you can see if you are trending high or low at a glance.
2 votes -
Hourly ealtime service level monitoring by channel
Adding real time monitoring capabilities that work at the task levels we actually use (Email/Chat and Email/Voice) so we can conduct root cause analysis more easily should SLAs slip - Request to have it Hourly in addition to daily.
2 votes -
Realtime Performance Summary - Gladly Connector Link to ID
Client requesting the ability to add the link to the ID that is similar to our setup with Zendesk in the Performance Summary. However, in this case it would be for the Gladly connector, having a link to the interaction they are working on.
2 votes -
Work Summary - Ability to add/edit rostered tasks from this screen
I'm adding a task to someone's schedule as we need them to do another activity and I've added this before I think but this is a good use case.
I want to add the task from the work summary but because I cannot edit rostered events from here I need to go into the manage schedule.
We action a large number of intraday changes and to do this in advance from this screen would be a huge time saver. Is this possible in future releases?
14 votes -
Realtime Performance Summary - Add 'Variance to Forecast' Metric to Channel and Workstream
Add 'Variance to Forecast' as a standard metric, alongside GoS and ASA when viewing by channel or workstream; this would include being able to add a target, so that this metric would also show as green or red. Also, it would be great to also see a 'What If' as the KPI for the workstream is pulled in, and being able to adjust it on the spot to see how the staffing and SLA would look with a different KPI.
4 votes -
Users to be able to request Adherence exceptions
Now that I'm taking extra consideration for Adherence and adding exceptions when applicable… I have found that it is a bit time consuming or manual work for us when identifying the time and adding. Or making sure no ping /request is missed.i.e.
- Users ping us saying they having tech issues
- Once tech issues are resolved I open Agyle - Work summary
- I look for the out of adherence period in red that matches the time reported by advocate
- I double click on it and I add exception
As users can see their own work summary and out of adherence periods…
4 votes -
Add a change log / audit trail to track who adds / deletes adherence exceptions in Work Summary
It would be great to have visibility of who adds / updates / deletes adherence exceptions on user shifts, as exceptions contribute to a user's adherence score.
3 votes -
Being able to use scenarios while looking at Analysis and Realtime reporting
It would be nice to be able to adjust the forecast volume using scenarios on reports like Performance Summary, Workstream Analysis (including the comparison view) and Daily Performance Report, so I can understand what the actual data looks like compared to certain scenarios.
3 votes -
Performance Summary - Ability to See Workstream Level Statistics in Real Time (Like Channel)
Allow the ability to see # of calls in queue, average wait time, longest wait time etc. Same as channel, but real time at the workstream level.
3 votes -
Comments on tasks from Manage roster to show in the task on the work summary view
Is it possible for comments added to tasks in the Manage Roster view to be visible within the Work Summary view. This will enable team leaders to not have to swap between tabs/pages when monitoring real time adherences for their team. At the moment we can only see the task name and time in the work summary view but it'll be good to have visibility of what trainings and meetings are currently taking place.
Current process: When the leaders are monitoring in real time the adherences for their team, they need to also need to open the task comment in…
1 vote -
Performance Summary Adjust View
Put the Agent Status section at the top of the report as an option, instead of at the bottom.
2 votes -
Performance Summary - Different Icons for Different Leaves
When in Performance Summary, I would like to see different leave icons based on the leave type.
Current state - any leave shows the plane/jet icon
Could we show a thermometer if sick leave is part of the site for instance? What about one for jury duty?
2 votes -
Collapse rows in Work Summary
It would be great to be able to collapse the rows in Work Summary so I can see only the information I want. For example, if I only want to see Adherence or Actual Hours, I'd be able to choose to only see that data for each user and the table would adjust to filter out Rostered Hours and Occupancy, etc.
2 votes -
Add icons to task type definitions
These should then be used in agent statuses on realtime performance summary, to help me quickly identify what status agents are in.
Right now I have to over over the coloured circle to see which task they are in.
2 votes -
Manage Roster/worksummary:
Add a filter of pay category to allow WFM teams to easily identify if an agent actually worked their overtime shifts
1 vote
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