52 results found
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Allow customisable service hours for 'special days' to be taken into account by scheduling / forecasting
I have SLA calendars set up for our phone and digital workstreams and these are all set up with their regular operating hours.
Is there a way, or is it planned for there to be away, to customize operating hours for special days eg: public holidays? For example, over Easter we were only open from 10am-8pm, but even adjusting the forecast it still forecast for calls over the standard operating hours of the contact center (therefore creating a requirement for staff between 8am and 10am on the Friday and the Monday that wasn’t needed.)
Ideally when we add a special…
1 vote -
Allow agents to update their preferences
Allow agents to update their user preferences (ie. preferred off day(s), preferred start times, preferred workload)
1 vote -
Request to have site configuration to US version
Is it possible to have the overall site tweaked to have a US version such as standard time not only military time, dates as noted in the US, etc?
2 votes -
Support nested groups in reporting
At the moment we support a simple hierarchy of teams within groups.
If groups are nested, group selection does not show the nested groups. It only shows one group and its teams. Can we update this to show nested groups in the list selection and in reporting?
1 vote -
Allow email configuration to be configured within Playvox
I.e. Enabled / Disabled and / or to set the email SMTP details
1 vote -
Ability to cascade features/metrics/leave from the group level, or from one team to another clone metrics
If an organization has 20 teams, they need to enter each set of agent/team/business metrics individually. While yes different teams have different metrics, there are many teams that have similar responsibilities and cloning of metrics would make for vastly improved efficiencies in this area.
1 vote -
Allow End Users to change timezone in My Schedule screen and Zendesk App
We have End Users in multiple timezones.
To keep leave / schedules in alignment we sometimes use a particular timezone not aligned with their local.
It would nice for our users to have the ability to check their schedule / leave in different timezones
2 votes -
2 votes
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Bulk add Adherence exceptions to Out of Adherence blocks for a user
It would be really helpful to be able to update multiple out of adherence blocks for a user / shift at once. Sometimes our users are switched to different queues or attend meetings / trainings and the exception I would add is the same for all blocks on a shift. But I can only add one at a time. It would be a lot less time-consuming if I could do it all together!
2 votes -
Unable to generate a split task shift
eg. 4 hours of this then 4 hours of that as the system cannot then insert breaks over the productive tasks
1 vote -
Average handle time and ASA
I'd like to see a 'Weekly Average Input' tab in Workstream Configuration which would show avg volume and avg AHT. I would also like ASA and Customer Patience KPIs in that section.
1 vote -
Holistic Task Settings View
I'd like a view or export to see the Task details (settings, integration, and schedule rules) for all tasks at once to be able to audit configurations quickly.
1 vote -
User Proficiency by Business Roles
The ability to customize proficiency for each of the user's assigned business roles. Allowing the client to customize what each proficiency setting is or by using group averages.
This could then be used when scheduling agents for workload to schedule less agents than req when the agents that are being scheduled are more proficient or by scheduling more agents than the FTE required when scheduling agents that have a lower proficiency.
1 vote -
Language field in User configuration
Just sending in a feedback and wishlist item for the system.
Looking a the user profiles and how we support multiple languages in our workflow. We thought it would be nice to have a field that dictates the languages an advocate speaks/supports. Right now we use the Mobile Number field as it is a blank text field, but having another field to be dedicated to languages would be lovely. Maybe even have it to dictate a primary supporting language when they have multiple languages in their skill set.Thanks,
1 vote -
Visibility of shift template details on user profile
I'd like to suggest the ability to view the details of shift templates assigned on user profiles is very inconvenient and is a considerable time suck.
Suggesting to allow for user to preview the shift template details or add deep link to open new tab to the shift template for review and edits.
1 vote -
Users - Sort Names by Last Name, Not Only First Name
Allowing the client flexibility with how to sort by either first name alphabetically, or by last name alphabetically, creates more efficiencies and flexibility with import/exports of the users.
1 vote -
Ability to switch a task between planned and unplanned
Enable the ability when adding a task to display/edit a "planned activity" options from the task definition. If on the task definition of a certain task, the "planned activity" is ticked, then when adding a task to a person in the roster, the "planned activity:" field defaults to "yes". If its not ticked on the task definition, then it says "no" when adding the task. Regardless of what it defaults to based on the task definition, it can be updated/toggled when adding the task, and this plus any other comments added, then flow onto the change log and any reporting.
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1 vote -
Make a task adherence 100% if no task is logged by agent e.g. on call shift
When I post an on call shift for 12 hours on an agents roster, in most cases the agent will not be called in and so no task will be posted. At present these tasks are marked as adherence exceptions but still flag as adherence issues as no task is logged for that agent.
Can we have a way to mark agents as in adherence if they have an On-Call shift?
1 vote -
User Profile - Ability to apply the user template and 'lock' the template or not
Current state is the template works well for initial user import. However, as roles are added to users, the template does not continue to be dynamic. Adding the ability to 'lock' or 'unlock' the template would allow for changes to be made.
1 vote -
Add the same way to select a color in Workstream Configuration as the setup in Task Configuration
The task configuration of selecting a color in task is more user friendly, and quicker to select a color. The view is horizontal instead of vertical, and the square of colors is larger.
1 vote
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