56 results found
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Ability to Report Actual Required (in contrast to Forecast Required) FTEs/Hours
Currently, there is no ability to see or report the "actual required" FTE/hours. Actual Required would be similar to Forecast Required, except that it would assume that the forecast had been perfect for that day, and show what the ideal FTE/hours would be.
We use this to compare forecast required to actual required to rostered FTEs to report on the performance of the forecast and rostering.
1 vote -
Add agent emails to reports
I need to pull reports on a daily and monthly basis across some reports (Ex: Schedule Task Details and Agent Performance Metrics ). But we only have the registered name of the agent when we extract it and there is no email option, which makes it difficult to correlate with data taken from Zendesk, for example. Is there any way to enter the email? If so, is the history lost?!
5 votesThank you for taking the time to bring this feature request to Playvox.
A Product Owner will review the request for potential inclusion within the backlog / roadmap. Updates will be provided as the feature progresses.
Regards,
The Playvox Team
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When Exporting data, report percentage metrics as decimals
When Playvox exports data that is a percentage, it appears as an integer number representing the percentage. It would be much more helpful if that number was formatted as a decimal percentage of 1.
For instance, % Error on the Forecast Variance report is shown as "80" as opposed to ".8". if I set the column to Percentage format, I get 8000% as opposed to 80%.
1 vote -
Tags Field Should be Changed to Boxes Design
Tags Field Should be Changed to Boxes to Select Multiple Tags (Mirror Roles Design). This allows someone to select multiple tags, but also is consistent and follows the same setup that Roles have in reporting selection.
2 votesThank you for taking the time to bring this feature request to Playvox.
A Product Owner will review the request for potential inclusion within the backlog / roadmap. Updates will be provided as the feature progresses.
Regards,
The Playvox Team
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Save Grid Settings to View
When you save a view/report in Reporting, it should save the grid settings (columns chosen, widths, order, etc.) as well as the Filter options used to make the report.
1 vote -
Add additional Information from DialPad to Playvox for exporting
We are looking to possibly add some additional information from Dialpad to Playvox. What we are looking for is to add a column from a dialpad export from the call logs that states categories and shows specific information from DialPad.
We are using exports from Playvox in the Workstream Details under Analysis. This particular information is not included in that information but is there a way to add it somewhere or is it somewhere that I'm not able to see?1 vote -
Addition of Short Abandon Metric into Performance Summary
We've recently altered our workstream metric parameters for Short Abandoned calls to a point where they are no longer hidden with the IVR message on our line and are now easily identifiable. This gives our Ops greater understanding of the customer journey and how calls are abandoned and when.
For us in Resource Planning though, as we use Performance Summary the most for realtime purposes and reporting on in day performance, there is currently no option to have Short Abandoned included as a metric for the front page. (see screenshot 1 below).
We know this does exist within Workstream Analysis…
1 vote -
Comparison window to allow more than two dates/range comparisons
Comparison window in workstream analysis report should be able to cover multiple days and compare multiple days vs. the current limit of two comparsions
2 votes -
Option to select custom date timestamp formats when exporting reports
The ability to have a general setting somewhere that we can select what date/time format we'd like all reports to export with.
Since we're based in the US, the default date/time stamps that we export are in the "MM/DD/YYYY hh:mm" format and are not easily recognized by excel or google sheets and it requires manual efforts to convert them to "MM/DD/YYYY hh:mm" or else we're unable to sort/pivot properly.
In current state, not all reports but almost half of the exports we utilize, such as the Work Summary Reports and the Manage Roster Downloads are exported in the DD/MM/YYYY format.
2 votes -
Schedule summary
Ability to filter schedule summary by Tag.
2 votesThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
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Adherence or Conformance by Channel/Workstream
a new metric that can show the adherence or conformance at the agent, date, time/interval level. This metric would be a percent of how much time was productive in a channel vs scheduled.
% = Total Time Active in Task or Channel / Total Time Scheduled in Task or Channel
1 vote -
Events: Detailed View/dashboard for all events and ability to export data
Ability to have a view / dashboard dedicated to Re-occurring events created by group AND Agents. This view should allow us to bulk edit, along with the ability to view and export the details of: Frequency, created date start date, end date, duration, group or agent name, etc.
This should ALSO include the ability to export as well1 voteThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
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playvox ID
Need all users to have a Playvox ID.
The reporting in Playvox needs to include a User ID that is unique to each user and available on all user reports.
For instance, when I pull the User Performance Metrics, the only User info is their full name in one excel box.
but, when i pull the Schedule Task Details...i get the user name in 2 boxes (first/last) and also now i have their email address.
So when i export these 2 reports to excel i have to manually combine names rather than having a unique ID that i can easily…1 vote -
Intraday User Performance Metrics
"I would like to have the option to track my agents' results every hour of the day, instead of just seeing the day as a whole. What I want is to check how the results are performing in each specific hour."
1 vote -
save current grid settings schedule task details
Save current grid settings - enable feature for all reports, including Schedule Task Details (button exists but does not work)
3 votes -
Export roster timeline view to a spreadsheet
We would like the ability to export the roster timeline data in a spreadsheet, in a format similar to the one attached.
This would help when we are planning coverage for some special events, when for few days a lot of agents will be unavailable or working different hours than usual. This involves scenario planning, where we are experimenting with various options (number of people unavailable, shifted availability) until we settle on the final solution. Having a scenario planning feature would be ideal, but until then just the capability to export the roster data in a spreadsheet would help.1 vote -
Skipped Interactions | Ticket ID with Agent who skipped.
We can already know how many interactions where skipped by which agent.
But we want to know more details.
We would like to know how many interactions skipped 'x' agent, and when we click on the number we can see which interactions did playvox capture and at what time.
This would help to coach the agents.
2 votes -
Change to Schedule Summary Reporting
On the schedule summary page, it would be ideal to show the Rostered and Actual next to each other in the Data Table. I would like to compare what was scheduled versus what happened without toggling between.
1 vote -
Workload Mapping using zendesk group assignment
Ability to track workload whenever a ticket is assigned to certain group on Zendesk.
- # tickets in workload
- Arrival patterns and volume forecasts
- HC Forecasts
- AHT based on Workload.
- Time to response after ticket was assigned to the group.2 votes -
Schedule Task Details report
Would like to see columns for Totals of each category (ie. Total Paid Shrinkage) and the breakdown of selected categories (Ie. Shrinkage - Break, Shrinkage - Meeting) together in the report. Rather than either or
1 vote
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