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21 results found

  1. Something that will notify them that they should be on break or any other aux based on what's plotted in their roster? Or like an alert that will tell them to move to a certain task that is plotted in their roster.

    We are not integrated with Zendesk and are using a different platform

    2 votes

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  2. Real time notifications to configurable destination (email, Slack, system message, system pop-up) for issues with agent performance.

    1 vote

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  3. To make it easier to view the forecast when working within the rosters it would be helpful if it stayed at the top and you can scroll the rosters and see the forecast at the same time, instead of scrolling up and down constantly while moving tasks to adhere to the forecast needs

    1 vote

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  4. The ability to mass update user's teams, tags, etc. from a dropdown in User Mgmt vs having to do an import or making the changes manually for each user.

    3 votes

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  5. Given that actually we can only setup one user as Team Manager and all leave and shift swap email notifications are concerned it will be great to introduce these improvements:

    • Have the ability to setup multiple users as Team Manager (e.g. 2 leaders managing the same team)

    • Have the ability to associate leave notifications to a Manager only if a specific leave type code is selected (e.g. Manager A will receive notifications only if leave type codes AA,BB,CC are included in the request) or to choose which type of notifications will be received (e.g. Manager B will only receive shift…

    2 votes

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  6. For bulk import of users, want to be able to just add to certain columns only, and re-import just the columns needed, not the entire file. This would allow efficiency if the site reads that nothing else changed, just the columns that were re-imported.

    1 vote

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  7. A repeated query from agents is that their Logout button is greyed out in the chrome extension. This is because they have gone past their rostered hours so the chrome extension does not detect a schedule.

    A workaround for this is to logout of the chrome extension all together via the hamburger menu.

    I think the logout button in the chrome extension should remain active even past shift end times to enhance the user experience.

    1 vote

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  8. Add a notification to all screens (user mgmt. user profiles, etc.) when you have unsaved changes and are leaving the page.

    1 vote

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  9. Add Parent Group filtering options in Manage Roster, User Mgmt, etc.

    1 vote

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  10. Allow the agent schedule views (My Team Schedule, My Team Roster) to be sorted by shift start time, etc. similar to Manage Roster. Allow for business role and tag filtering as well.

    1 vote

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  11. Have the ability to configure at user level preferred days off as hard constraint (RDO 100% of the time) and for each availability week (e.g. if there are 2 availability weeks, be able to configure Tuesday as RDO only for the week 2)

    1 vote

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  12. 2 votes

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  13. Saved Views do not include the preferences on which the view was based when created for a lot of reports in Playvox WFM.

    Only Realtime views (Work Summary and Performance Summary) currently save preferences to Views. It would be nice to have this everywhere else.

    2 votes

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  14. 1 vote

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  15. Examples: when I edit a System role, on the Permissions tab, I would like that to display in alphabetical order by Category. Other pages that don't display in alphabetical order by default: the Manage Roster Config page, the Manage Workplans screen. Also, Manage Roster, Open Roster, click on Find, the roster configs list not in alphabetical order. I know I can click on the Name heading to sort, but would be good not to have to each time

    1 vote

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  16. It would be nice to see SMS added to Playvox as a Channel, as it's increasingly becoming a channel customers connect with us on.

    As well as adding the channel, can we make sure it's also included in all reporting the way other channels (Chat, Ticket, Phone, Social) are?

    1 vote

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  17. Can we have a simple short cut on reports that allow us to select YTD without having to manually select the date range ourselves?

    1 vote

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  18. It would be great to have both 'Activities' and Agent / Team / Business metrics on the user landing dashboard auto-refresh so that I don't have to refresh the page to pull in the latest status.

    1 vote

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  19. When creating scenarios, the metrics listed next to workstreams (to set targets for ticket workstreams) are named differently on the workstream analysis and details reports.

    Rename to be consistent:
    Wait/TFR = Time to First Response
    First Solved Time= First Solved Handle Time
    First Answer Effort = First Answer Handle Time
    Solve Effort= Total Handle Time

    1 vote

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  20. I want to be able to view the new colour I choose for a task straight away after I changed so that I will make sure the new colour was applied.

    1 vote

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