498 results found
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Group/Teams Shift Swap Rule Allow Ability to Give Up Shift (Offer Not Required)
Basically allow a one way shift in the shift swap rule configuration. By doing so would allow the business to be ok with having an imbalance for the workload task.
Workload task - set up a rule to allow certain tasks to be given up without an offer in return (i.e. I give up chat workload task which was the first two hours of my shift).
5 votes -
Calendar: Ability to set a threshold for a time period not a full day
for clients with an AM and PM shift. Would mirror what is available now in the leave request screen
4 votes -
Forecast-->Manage Forecast
Rounding enabled functionality on this screen, needs to be at organization level or forecasting config to turn on or off for all of forecasting views (i.e. Manage Forecast, in Performance Summary, etc); Use Case: If I edit forecast, default in the site is rounding enabled and won't reflect the correct forecast volume. Needs to be a global setting to touch every place the forecast is visible based on the edit forecast adjustment.
1 vote -
Improve Roster Filters - Who is not available
While the roster has all the scheduling data, with a large team and many different tasks being scheduled, it can become difficult to consume that information. Adding different ways of consuming this information could help like:
● Who is on deck view, that shows who is currently available (or out-of-office), and being able to filter and group this by various fields.2 votes -
Increase the Roster Filters option
While the roster has all the scheduling data, with a large team and many different tasks being scheduled, it can become difficult to consume that information. Adding different ways of consuming this information could help like:
● Calendar/timeline view, which can be filtered by one or multiple tasks.2 votes -
Ability to un-cancel leave requests (if accidentally canceled)
If the submitter/approver accidentally cancels a leave request, it would be great if they had the ability to un-cancel the request, rather than the person having to re-submit their time off request
3 votes -
4 votes
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Users to be able to request Adherence exceptions
Now that I'm taking extra consideration for Adherence and adding exceptions when applicable… I have found that it is a bit time consuming or manual work for us when identifying the time and adding. Or making sure no ping /request is missed.i.e.
- Users ping us saying they having tech issues
- Once tech issues are resolved I open Agyle - Work summary
- I look for the out of adherence period in red that matches the time reported by advocate
- I double click on it and I add exception
As users can see their own work summary and out of adherence periods…
4 votes -
Analysis - Creation of Payroll Detail Report by Agent
Analysis reporting.
I'd like to see a report with the following:Agent log in day and time
Agent log out day and time
Lunch punches in and outI've tried to use the Work Summary -->Actual Task Data report but it's not ideal
4 votes -
Reporting - Export to .csv File Time Converts to Seconds Only
When any of the reports are exported, they only convert to seconds instead of hh:mm:ss.
Examples are the User Performance Metrics report, and the Schedule Task Details report.
Can we choose what format to export time as?
4 votes -
Allow agents to select/change their status in Slack
In addition to the current notifications via Slack, customers would like to be able to have agents select or change their status within Slack. This would be especially useful for agents working on back office activities, or in the case of Intercom, agents not working in an Inbox.
Perhaps similar functionality to existing dropdowns in Slack - see attachment for Slackbot example.
4 votes -
Optimise: Add in the ability for the optimise options
Allow optimisation to include additional options for:
1. to take into account current daily volumes and reallocate people to synchronous channels where required
2. Lock Specific Tasks from Optimization
3. Optimize workloads in shifts that have already started (intraday optimization)
4. Specify specific tasks to include / exclude from optimization
5. Specify a date range to consider when reoptimizing
6. Optimise by workplan, group, team or a specific workload3 votes -
Leave Request | Ability to approve leaves in bulk
Having the ability to approve/cancel leaves in bulk will allow clients of larger size to gain efficiency in this area.
2 votesWe need to understand how this would look, feel and work. More discovery and then design work is required.
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2 votes
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Allow customisable service hours for 'special days' to be taken into account by scheduling / forecasting
I have SLA calendars set up for our phone and digital workstreams and these are all set up with their regular operating hours.
Is there a way, or is it planned for there to be away, to customize operating hours for special days eg: public holidays? For example, over Easter we were only open from 10am-8pm, but even adjusting the forecast it still forecast for calls over the standard operating hours of the contact center (therefore creating a requirement for staff between 8am and 10am on the Friday and the Monday that wasn’t needed.)
Ideally when we add a special…
1 vote -
Allow agents to update their preferences
Allow agents to update their user preferences (ie. preferred off day(s), preferred start times, preferred workload)
1 vote -
Capture Busy / Working time as well as current occupancy
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 -
3 votes
Will be tackled alongside Leave Threshold work.
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Normalize AHT by Interval
Allows us to be able to smooth out a forecast by being able to adjust/normalize anomalies at the interval level by AHT. Big win for forecasting, as you would avoid forecasting spikes at certain intervals to data load, etc.
3 votes -
Sound notifcations for Chrome Extension
Yes you have to sign in / click on the little app Icon for it to remind you of things, and it doesn't ping its silent. So I wonder could the devs add in those features... as a toggle option ( audio or not) , is there a reason why you need to click on the icon to remind it to notify you?
3 votes
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