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  1. The ability to manage backlog of email/tickets within the tool and then distribute this as part of the forecast/roster.

    2 votes

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  2. Currently, the CSV import of a fixed interval FTE forecast only takes in up to a seven day Monday-Sunday period. It would be helpful in our use case (forecasting for work outside of Playvox that does not have a workstream integration) to mass import for multiple weeks at a time.

    1 vote

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  3. Display volume trends as a percent in the Forecast configuration that can be edited if preferred. For instance, it's showing ^5% as the recent trend it's using to calculate the upcoming forecasts, the client can choose to keep that or can edit it to something else they would like to use for the upcoming forecast.

    3 votes

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  4. Allow you to configure which historical days, weeks, months you want to use for forecasting the arrival patterns rather than the last 6 weeks. Also allowing a combination of these options to be used. ie. Thanksgiving week 2022 can be used for Thanksgiving week 2023. Or rather than a week since the day can move, Christmas Eve 2022 (Saturday) can be pulled in for just this coming Christmas 2023 (Sunday) arrival pattern. This would reduce the need to create custom intraday profiles via csv import.

    1 vote

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  5. Would like the Playvox widget in Zendesk to restrict ticket tabs to allow only one ticket at a time to be open. Also would like the widget to continually track AHT and not allow agents to be in a ticket status without a ticket open.

    2 votes

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  6. When I'm looking at multiple weeks at a time I'd like to be able to filter down to day of week. For example if I'm analyzing the last four weeks but only want to see the last four Mondays side by side. A day of week filter option would allow me to do this.

    2 votes

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  7. Our inbound #s are impacted by changes in the overall business that we are aware of ahead of time. Right now we manually generate our forecast based on projected business changes, which is a very time-consuming process.

    We'd like to be able to apply changes using our business forecast info to the base Playvox forecast.

    1 vote

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  8. The ability to allow the system to generate the FTE requirement for the workloads for Chat and Phone based on historical arrival patterns, but to also have a fixed minimum requirement (ie. 1 or 2) to protect the workstream in the event that there's no requirement to guarantee that the workstream will still have some coverage. It would be helpful to not have the min requirement to be added to the historical forecast when the historical exceeds the min requirement, but only utilize the min when the requirement based on the forecast would fall below the min. required set.

    8 votes

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  9. We are able to export the intraday volume graph, the daily historical volume pattern graph, and the intraday historical volume pattern as .csv or .xls. However, the last graph for AFAHT, you cannot export as .csv or .xls. Could we make it possible to do so? Reason being twofold; the other three graphs are exportable, and then this is the only place AFAHT is all encompassing by day and interval.

    3 votes

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  10. This variance in the above page needs to be adjusted always to the forecast.
    Currently it picks whatever the variance is, high or low and is not a consistent calculation to be used for analysis. Example is that if the forecast exceeds actual, positive. If forecast less than actual, negative.

    1 vote

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  11. We would like for mean % error to be included in the CSV download on Historical Patterns Summary by Workstream. As it is now, forecasted and actual data are given by Workstream but mean % error is only given in aggregate. We want to be able to see Workstream by Workstream trends in performance by day without having to search and download each Workstream separately.

    1 vote

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  12. Currently, you can only see the graphs on Historical Patterns Summary page (Such as Daily Historical Volume Patterns graph) for one workstream at a time. It would be very useful to be able to have these graphs show multiple workstreams at a time/all workstreams at once. If, instead of a dropdown where you can select one workstream, there were a dropdown where you could select multiple workstreams at a time, like the option you have when filtering, that would be very useful.

    1 vote

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  13. Currently, to re-run the forecast after a change is made you have to click Edit > Set Last Run Timestamp, then save workstream configuration, then fully leave the Forecast section and come back after 5-10 minutes. It would be nice if there was a straightforward way to re-run it.

    3 votes

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  14. Can we only use seasonal forecasting when we believe the YOY pattern will be same (which I believe is something Greg said in his training) / Observation: it seems like the platform should be able to combine both SMA and seasonal forecasting into one

    With Aspect it had the ability to control inside of the forecast how important are long term and short term trends. Being able to adjust how much of the forecast was impacted by close in trends.

    Ideally the platform would understand the seasonal nature of the environment, but be able to use recent trends to increase…

    7 votes

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  15. Rounding enabled functionality on this screen, needs to be at organization level or forecasting config to turn on or off for all of forecasting views (i.e. Manage Forecast, in Performance Summary, etc); Use Case: If I edit forecast, default in the site is rounding enabled and won't reflect the correct forecast volume. Needs to be a global setting to touch every place the forecast is visible based on the edit forecast adjustment.

    1 vote

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  16. Allows us to be able to smooth out a forecast by being able to adjust/normalize anomalies at the interval level by AHT. Big win for forecasting, as you would avoid forecasting spikes at certain intervals to data load, etc.

    3 votes

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  17. Having the ability to keep normal forecast intact, when import manual forecast have it show as adjusted forecast, not override forecast volume. Currently it will override the forecast, not show as the adjusted.

    3 votes

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  18. I'd like a place where I can notate when system issues and outages occurred for forecasting purposes. I don't want this to be coded on an agent's schedule or for the agents to flip into this status in their actuals as this would remove them from phone availability. I currently can make notes in edit forecast and in historical pattern summary, but I would want this even for small incremental system issues where it wouldn't result in having to normalise the day or edit a forecast. I would want this to be exportable, ideally at an interval leave so I…

    2 votes

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  19. It would be amazing to be able to view a breakdown of how your forecast scenarios impact net staffing (a before/after type screen) on Manage Forecast

    2 votes

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  20. Looking for a way to show multiple forecasts potentially and how they compared to the actual volume. Only able to view one forecast at a time to compare.

    2 votes

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