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  1. Currently the backdating feature only works once, but if a customer creates new historic tags or identifies an issue later on, they're unable to re-backdate to re-align their historical data. This means their workstreams are no longer accurate and they have to wait and go from scratch or manually bulk import new volumes. Can the feature be improved that anytime a backdate is run it overwrites the old data completely and aligns all historic data to the corresponding workstreams as if it was freshly imported for the first time.

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  2. 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.

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  3. 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.

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  4. 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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