498 results found
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2 votes
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Have an option for import forecast to adjust existing forecast volume rather than override
Having the ability to keep normal forecast intact, when import manual forecast have it show as adjusted forecast, not override forecast volume. Currently it will override the forecast, not show as the adjusted.
3 votes -
Widget Notification on Changes to Schedule
"RueGiltGroupe
Client would like to have a better way to notify their agents that the widget has refreshed with an update to their schedule (current day).
Since the agent doesn't have the widget tab up front of screen, could we have the tab containing the widget or widget area flash, highlight, something to draw attention to the agent that an update was made?
We know that an agent schedule update takes 10 minutes to refresh on the widget once the roster is published, but the agent doesn't know when the WFM/Admin is making that update.
This helps to solve that…
3 votes -
3 votes
This item is being prioritised for development.
We are beginning planning and will provide further updates as we understand when this item can be actioned.
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Request to have site configuration to US version
Is it possible to have the overall site tweaked to have a US version such as standard time not only military time, dates as noted in the US, etc?
2 votes -
Daily Performance Report - Add Occupancy by Interval
Important to see occupancy by interval at the workstream level. Good place for this to land is Daily Performance Report.
Reason for request is to capture regional switchover of workload, and this will identify problem areas.
3 votes -
2 votes
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Being able to use scenarios while looking at Analysis and Realtime reporting
It would be nice to be able to adjust the forecast volume using scenarios on reports like Performance Summary, Workstream Analysis (including the comparison view) and Daily Performance Report, so I can understand what the actual data looks like compared to certain scenarios.
3 votes -
Performance Summary - Ability to See Workstream Level Statistics in Real Time (Like Channel)
Allow the ability to see # of calls in queue, average wait time, longest wait time etc. Same as channel, but real time at the workstream level.
3 votes -
3 votes
This may be included in an upcoming "Leave Summary" initiative where we will look to revamp the Leave Summary page.
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Dashboards for System Admins: Create an overview of data metrics visible
to Admins only e.g Adherence at business level, Occupancy at business level etc
3 votes -
3 votes
This will be addressed when we tackle "Flexible Thresholds", which is our next feature up for development.
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Move the special days library to Forecasting Configuration
At the moment when configuring special days for a workstream / forecast, I have to go to the same Calendars where I manage leave. This is confusing. It would be great to have business hours and special days moved to the Forecasting Configuration as it's a lot more relevant.
3 votes -
3 votes
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2 votes
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3 votes
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Add a change log / audit trail to track who adds / deletes adherence exceptions in Work Summary
It would be great to have visibility of who adds / updates / deletes adherence exceptions on user shifts, as exceptions contribute to a user's adherence score.
3 votes -
3 votes
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Backdating Improvement
Currently the backdating feature only works once, but if a customer creates new historic tags or identifies an issue later on, they're unable to re-backdate to re-align their historical data. This means their workstreams are no longer accurate and they have to wait and go from scratch or manually bulk import new volumes. Can the feature be improved that anytime a backdate is run it overwrites the old data completely and aligns all historic data to the corresponding workstreams as if it was freshly imported for the first time.
1 vote -
Remove the 15000 limitation from the Workstream Interaction Search report
Limitations on the workstream interaction search only allows the return of 15000 maximum results.
This is a cause for concern if all data available on a single day is being returned if there are more then 15000 interactions. Potentially not receiving the complete picture.
We would like to have this limit removed or increased.
Making this limit configurable is also an option.1 vote
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