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  1. Current definition for utilisation is: Actual productive duration / actual paid duration. However, a client would like to see an alternative metric for calculating utilisation: total handle time / actual paid tasks

    1 vote

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  2. Create the ability for Slack Alerts to allow Supervisors and Admins to set alerts that produce insights into which agents are below/above certain metric thresholds.
    Today, I am an Admin and I cannot create a Slack notification to tell me what users are below 80% Adherence throughout the day.
    Attaching support thread where this was discussed.

    1 vote

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  3. Ability to customize what timeframe is used to calculate agent or team metrics in the My Team Metrics/My Metrics/How are we doing today? sections of the agent dashboard (ie. week to date vs current day)

    4 votes

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  4. I'd like to have the ability to create custom metrics in reporting using the existing metrics captured through the connector. e.g. phone time + email time = productive time

    Example: “# Handled” (Number of Interactions): in this indicator, the tool allows what should or should not be considered as interaction, even making it possible to establish time intervals between actions for this measurement.

    Regarding what we consider Operation productivity, we established that only some specific actions are productive, such as Public Responses and/or Internal Transfers to different levels, as long as the interval of each action is greater than 180s.

    9 votes

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  5. We would like to see Total time to resolution for zendesk tickets .

    That is time from creation of ticket to final resolution. Not just handle time.

    3 votes

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    Development is in progress, and will be available initially on workstream details and workstream analysis.


    Total Time to resolution will be calculated at the time the workstream is closed.

  6. We'd like to be able to make changes to agent ticket data in the case that incorrect data was gathered. For example, if an agent leaves a ticket open for hours beyond when they are done working on it, we'd like to be able to cut that time off or tag it somehow as unproductive.

    This issue mainly impacts our occupancy metric, because agents leaving tickets open for extra time can mean everyone has much higher occupancy than is accurate.

    2 votes

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  7. Currently email is not a column option for User Performance Metric, which makes it difficult for us to aggregate data between different sources (ZD and PV mainly) where the names might be spelled slightly differently or formatted differently.

    3 votes

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    Hi,


    Thank you for raising this enhancement with us. 


    I'm excited to let you know that we have planned to deliver this particular request with our upcoming redesign of User Performance Metrics.


    In the redesign, details such as a user's email, location, business roles and tags will be visible and filterable within the table.


    The redesign is target for release in late Q2 - early Q3,

  8. Handle Rate is not a static metric as it's based on unique tickets handled in the selected timeframe, so the Handle Rate an agent sees daily on their dashboard will not equal what is reported in our EOW report. This has caused a lot of frustration in our agents' abilities to stay on top of achieving their performance metric goals, since their EOW Handle Rates are typically much lower than what they see daily.

    As such, we'd love to see the introduction of Total Interactions (right now only available per workstream) and Interactions Rate, available on the User Performance…

    1 vote

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  9. We would like to see the aggregated SLA expectation by day in the Roster views. The coverage table shows it by interval, but we would like to view this by day as well.

    1 vote

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  10. I need to be able to track reply time for subsequent responses, and not just first reply.

    For each workstream, and at an aggregate level I would like to be able to see:
    Average Time to First Reply
    Average Time to Subsequent Reply
    Average Time to reply (average response time regardless of first or subsequent response)

    This information should be available in Workstream Details, Workstream Summary, and Daily Performance Report.

    2 votes

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  11. It would be nice to be able to configure a leniency period for punctuality metrics, so that I can specify that metrics such as Late start only count when an agent is x amount of minutes late, or if an Early finish counts if an agent leaves x amount of minutes early.

    Current leniency rules in Playvox WFM only work with Adherence metrics.

    4 votes

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  12. Would like to see not only numbers of tickets skipped (Zendesk Play / Guided Mode) but also see the # of tickets that were opened and not updated (i.e, tracking selective picking of tickets).

    1 vote

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  13. As well as capturing the current handle time, which allows for concurrent handle time (and especially for tickets may be valid behaviour), it would be useful to capture the time that is busy time - ie the time that someone is working, regardless of the concurrency.

    This would allow the distinction of time spent not busy, regardless of concurrency.

    1 vote

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  14. to Admins only e.g Adherence at business level, Occupancy at business level etc

    3 votes

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  15. Report on the total handle time of work done outside of planned (rostered) time.

    Any interactions worked on outside of the rostered shift (or any additional hours shift) would be counted as unplanned handle time.

    2 votes

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  16. 1 vote

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  17. Leave summary metrics - similar to summary cards on my leave view.

    Leave YTD and leave through the period.

    For team members, # instances of unplanned leave

    1 vote

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  18. On Schedule Summary screen - shrinkage % calculation rule is based on total value of (shrinkage, actual productive & leave) when creating the shrinkage hotspots heat map chart.

    1 vote

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  19. Adding in day or month (maybe a checkbox) at the metric level in groups/teams would allow users to be able to choose a daily or monthly volume/goal for certain metrics. There isn't currently flexibility to choose number handled by day or month, you can just add a number to cover all of it. Works when there is a percentage, but not when you are adding a value.

    1 vote

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  20. Rather than showing hours, maybe shrinkage or other metrics would be useful configured here.

    1 vote

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