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52 results found

  1. Ability to have leave reporting for an agent roll to the current team, not only to the team that historically existed, but is no longer existing. Currently, the client has to select both teams when running leave for an agent that was previously on another team.

    2 votes

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  2. When any of the reports are exported, they only convert to seconds instead of hh:mm:ss.

    Examples are the User Performance Metrics report, and the Schedule Task Details report.

    Can we choose what format to export time as?

    5 votes

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  3. Analysis reporting.
    I'd like to see a report with the following:

    Agent log in day and time
    Agent log out day and time
    Lunch punches in and out

    I've tried to use the Work Summary -->Actual Task Data report but it's not ideal

    4 votes

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  4. Important to see occupancy by interval at the workstream level. Good place for this to land is Daily Performance Report.

    Reason for request is to capture regional switchover of workload, and this will identify problem areas.

    3 votes

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  5. I'm looking for an exportable report that will show a daily forecast volume vs actual volume comparison similar to the same export you can find from the historical pattern summary page (see attachment) but having the option to roll up the volume for each channel instead of breaking out each workstream.

    3 votes

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  6. Limitations on the workstream interaction search only allows the return of 15000 maximum results.

    This is a cause for concern if all data available on a single day is being returned if there are more then 15000 interactions. Potentially not receiving the complete picture.

    We would like to have this limit removed or increased.
    Making this limit configurable is also an option.

    1 vote

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  7. New feature request; consistency across all features and dashboards/reports in the reporting parameters. Specifically Tags and Users.

    In this specific use case, I am doing some research on a variety of Occupancy scenarios on a limited (and varied) population. In Real Time I can select those Users and save them in a single View for that purpose.
    In Analysis>User Performance Metrics, I can select Tags, but not Users.
    In Analysis>Schedule Summary, I can't select Users or Tags
    In Analysis>Leave Summary, I can select Tags but not Users
    In Analysis>Schedule Tasks Analysis, I can select Tags but not Users
    In Leave>Leave…

    1 vote

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    • Allow Payrates to be defined and associated with users.
    • Use payrates when determining costs in schedule -> analysis screen.
    2 votes

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  8. Would it be possible to add a column when you pull up the workstream information that would quickly reflect the workload task that is associated with each workstream. Often times when investigating we need to see which tasks are assigned to each workstream.

    The export should return all workstream data.

    Save filters when moving between list and table views.

    Import Workstream would also be nice

    Retain filters applied to main page when opening and closing a workstream (currently filters are lost on exit)

    2 votes

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  9. At the moment we can only save one grid view setting on User Performance Metrics.

    It would be nice to be able to save multiple views so we don't have to change our default view every time we need to produce a new report.

    2 votes

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    We have rolled this request into our re-design of the User Performance Metrics page. 


    We will introduce saving grid settings in a View so users can build multiple reporting views as needed.


    It will be available when we release our re-design.

  10. It would be very useful to have a clean simple login/logout report; the data is obviously in the system, but there is no simple report available that gives 1. User name, 2. start of shift timestamp, 3. Lunch start time stamp, 4. Lunch end timestamp, end of shift timestamp and getting to one requires a ton of reformatting. (I've never seen a WFM system that doesn't have a simple login/logout report, before so maybe I'm just not finding one that does exist?)

    2 votes

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  11. I would like to see the following addition to the Workstream Interaction Detail report. Ability to see if on a phone call, that the disconnect was internal or external. An internal disconnect could indicate that the agent was hanging up on customers, possible customer mistreatment. I want to be able to potentially identify this behavior with the feature add of internal or external disconnect.

    2 votes

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  12. We produce a weekly hours report for our departments but don't want to include overtime hours in these numbers, just scheduled/contracted hours

    2 votes

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  13. This would apply to;

    Workloads -> Schedule Coverage
    Workstreams -> Volume vs. Forecast
    Daily Performance Metrics

    2 votes

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  14. We would like the ability to leverage location throughout the platform more than just in Roster viewing

    Reporting across all locations (inclusive all roles)

    Have a remote vs in person classification on user profile and make this reportable.

    1 vote

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  15. We are able to see the total After Call Work time of a user, but it would be helpful to see what each user's average after call work time is.

    1 vote

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  16. 1 vote

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  17. I'd like to request that when filtering the Leave Summary report for a period of time and selecting to view the report in the preferences by Day, that the graph for the leave by users graph would reflect how much of the planned/unplanned time was used by day. when pulling a team for a week, this graph will roll their total time up for the period by users.

    1 vote

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  18. Pull the data for PAID TIME into a new column please so that we can calculate % of time.
    -Instances per agent
    -No of hours/minutes per agent per day (or given selected period)

    1 vote

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  19. Can we have a headcount dashboard, filterable by date, role, tag. Maybe end date / start date, etc, so I can track my active users (headcount) and the changes occurring within them.

    1 vote

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