32 results found
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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 -
Punctuality %, early start and early finish score retrospective correction
Some customers have a strict Punctuality score. It's really important for them to see when agents are starting late and finishing early, which we provide.
The request is to be able to retrospectively update/make exceptions for the Punctuality.
For example, if an agent logs in late, but is approved, then the TL could make an exception and the late start would be corrected. Or if the actual task was updated it would reflect in the punctuality.
1 vote -
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 -
Work Summary - Ability to Configure the Out of Adherence colour on Work Summary
We have a 100% salaried support population with a lot of workload that is legit - but also "off queue" and unscheduled), though. Example below of someone doing a good day's work whose "adherence" reports very poorly:
I'm looking at this and wondering if it would be possible to change the OOA color from this bold red to something a bit less alarming, but still an attention getter - like a dark charcoal gray, or a black/yellow banded/textured color or something of that sort? Anything besides the classic alarmist stop light red.1 vote -
Added roster coverage - actual vs scheduled to realtime performance charts
Allow configuration of the charts in realtime performance to include actual vs scheduled vs forecast activities, like the daily performance summary
1 vote -
Can we see in Work Summary a running total for hours currently logged in to that task?
It would be great to see how long an agent has been logged into their current task without needing to hover over the timeline on Work Summary.
It would also be really helpful to see how long an agent has been in available tasks over the course of the shift.
This is to help gauge how productive an agent has been during their current shift in cases where we are not tracking occupancy for an agent.
1 vote -
Add Required (i.e forecast requirement) to the Activies and Current Activities (Actual vs. Rostered) tables available on Realtime Reports
On the Activies and Current Activities (Actual vs. Rostered) tables available in Work Summary and Performance Summary, it would be nice to be able to see how many agents / hours (depending on configuration) were forecasted for each workstream / workload.
1 vote -
Seperate the 'Update Task' option from adding an Adherence Exception on Work Summary
When adding out of adherence exceptions, the update task option is available.
Updating a task via out of adherence blocks allows you to change the actual tasks of an agent to match the rostered tasks to eliminate the out of adherence period.
Adding an adherence exception allows you to excuse an out of adherence period for a user without changing their actual tasks.
These two functionalities are different and should be seperate to avoid confusion.
1 vote
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