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Workforce Management

Workforce Management

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Improvements to our WFM product

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2 results found

  1. Tabular Work Summary

    Monitoring lots of teams using the Work Summary screen is not very efficient, though the screen itself and the information on it is invaluable. Could we get a summarised version of Work Summary in a table format? It would be great to get the critical information for each user and team at a high-level, such as Occupancy, Adherence, OOA, Current Task, etc.

    A drilldown from there into more detail as well would be helpful.

    1 vote

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    Prioritized  ·  0 comments  ·  Real Time  ·  Admin →
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  2. Tasks marked as equivalent for adherence update to match the scheduled task on Work Summary / Performance Summary

    This feature would have multiple impact areas.

    It's intended goal is allow agents to see a simplified agent status list, while also allowing customer to configure more granular level tasks to track queue and agent behaviour.

    Organisation

    I want to be able to choose if I want to use this feature or not,

    Task Configuration

    -- I can configure a 'Display' task. This means the task will be visible to agents in the Zendesk connector under a display name.

    -- I can add tasks as equivalent for adherence to tasks with a 'Display' configured

    Zendesk Connector

    -- Agents see the…

    1 vote

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    Prioritized  ·  0 comments  ·  Real Time  ·  Admin →
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