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Improvements to our WFM product

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3 results found

  1. Add Email Column Option to User Performance Metrics

    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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    2 comments  ·  Metrics  ·  Admin →
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    Planned  ·  AdminAnonymous (Admin, Playvox) responded

    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,

  2. Add leniency rules to Punctuality

    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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    Planned  ·  1 comment  ·  Metrics  ·  Admin →
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  3. Workstream Metrics - Show out of business hours / Unplanned Overtime

    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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    Planned  ·  0 comments  ·  Metrics  ·  Admin →
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