59 results found
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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 -
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 -
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 -
Improvement: Update tasks in leave requests and shifts when they're updated in Administration -> Tasks.
If a task is updated under Administration -> Tasks, it would be nice if all related Leave Requests / Shifts that contain the task are updated to reflect the changes. This includes task attributes such as color, name, paid vs unpaid.
1 vote -
‘Planned activity’ setting in Task Definition to better reflect that it enables WFMs to add the Task ad-hoc in Roster Management.
I want the 'Planned activity' setting in Task Definition to better reflect that it enables WFMs to add the Task ad-hoc in Roster Management.
1 vote -
For users with multi-week availability, can we see Week #1 of the rotation represented on the availability preview calendar?
When I am setting up multi-week availabilities for my users, I can enter the date which I want their rotation to begin in a field but it's hard to see this date reflected on the availbility preview calendar. Is there a way to make this clearer?
1 vote -
Move the seniority scale from under Contract to User Preferences on the user profile
The Seniority Scale available in a user's profile settings is attached to the 'Contract' section of the profile.
We believe it makes more sense for the scale to be available under User Preferences, as it is used by the rostering engine to determine which user is more likely to get their preferences based on seniority.
1 vote -
1 vote
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1 vote
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Reset Passwords directly in the user profiles
Removes the workaround of sending reset links to external system when emails are not active
Handy: We will have a bunch of new agents coming/going soon. It'd be nice to highlight a bunch of agents and do a batch password reset/schedule template update. Instead of going through them one by one0 votes -
Rename Business Role to Agent Skill
Universally known terminology would be simpler to explain to onboarding customers. Matches majority of CRM and Telephony skills based terminology
0 votes
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