24 results found
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Admin>Groups>Metrics Page: All values fields should indicate the unit of measurement and carry through to dashboards
Every measurement should have units, and every graph should be normalised for ease of use - specifically if it is greater than say >120seconds the scale should default to minutes. Furthermore, you should have the ability to change by unit (sec/min/hour) as desired, which is important depending on channel.
1 vote -
Add AFAHT to Daily Performance Summary Table
Add the AFAHT forecast and actual to the table on the Analysis-->Daily Performance Summary page, along with the difference. This would give WFM/Planning a complete look at volume, abandoned, then the AFAHT added feature.
I also want to add in a variance column for Forecast vs. roster and forecast vs. actual to show the deltas on the day
In addition, a request to freeze the cells at the top of the table to see the headers on screen as you scroll down please.
1 vote -
Business Metrics Improvement
Business metrics available on the Playvox landing page after login are based on Team.
A user must currently be a member of a team for the team’s configured Business Metrics to display to them.
This improvement requests that Business Metrics configured for a Team also appear for the team leader and the team manager.
0 votes -
New metrics to track an agent's first response after a ticket is assigned to them
This is not the same as first answer on a ticket, but rather how it takes an agent to publically update a ticket once it has been assigned to them. This assignment can happen at any point during first answer, first resolution or re-opening, etc.
0 votes
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