491 results found
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Events: Allow Rotation of Demand Based Events
When creating a demand based event and selecting one agent per day over a period, system always defaults to the same single user and does not rotate between available users.
1 vote -
Workplan hierarchy to apply rules (eg. RDOs)
Roster Config: Need to create some sort of hierarchy logic within the workplans that will allow us to apply different rules to a subset of users within a workplan e.g. consecutive or Non consecutive RDOs for a team/group
1 vote -
1 vote
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Punctuality %, early start and early finish score retrospective correction
Some customers have a strict Punctuality score. It's really important for them to see when agents are starting late and finishing early, which we provide.
The request is to be able to retrospectively update/make exceptions for the Punctuality.
For example, if an agent logs in late, but is approved, then the TL could make an exception and the late start would be corrected. Or if the actual task was updated it would reflect in the punctuality.
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Manage Roster/worksummary:
Add a filter of pay category to allow WFM teams to easily identify if an agent actually worked their overtime shifts
1 vote -
Unable to generate a split task shift
eg. 4 hours of this then 4 hours of that as the system cannot then insert breaks over the productive tasks
1 vote -
Fixed forecast when applied to a workplan with users in multiple timezones
will schedule one user per timezone when we require only 1 regardless of timezone
1 vote -
Improve Location Reporting in Playvox WFM
We would like the ability to leverage location throughout the platform more than just in Roster viewing
Reporting across all locations (inclusive all roles)
Have a remote vs in person classification on user profile and make this reportable.
1 vote -
Average handle time and ASA
I'd like to see a 'Weekly Average Input' tab in Workstream Configuration which would show avg volume and avg AHT. I would also like ASA and Customer Patience KPIs in that section.
1 vote -
Holistic Task Settings View
I'd like a view or export to see the Task details (settings, integration, and schedule rules) for all tasks at once to be able to audit configurations quickly.
1 vote -
Can we have an Average After Call Work Metric?
We are able to see the total After Call Work time of a user, but it would be helpful to see what each user's average after call work time is.
1 vote -
1 vote
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User Proficiency by Business Roles
The ability to customize proficiency for each of the user's assigned business roles. Allowing the client to customize what each proficiency setting is or by using group averages.
This could then be used when scheduling agents for workload to schedule less agents than req when the agents that are being scheduled are more proficient or by scheduling more agents than the FTE required when scheduling agents that have a lower proficiency.
1 vote -
Language field in User configuration
Just sending in a feedback and wishlist item for the system.
Looking a the user profiles and how we support multiple languages in our workflow. We thought it would be nice to have a field that dictates the languages an advocate speaks/supports. Right now we use the Mobile Number field as it is a blank text field, but having another field to be dedicated to languages would be lovely. Maybe even have it to dictate a primary supporting language when they have multiple languages in their skill set.Thanks,
1 vote -
Add approved shift swap on the agent view
"As an agent who has asked to swap a shift that requires approval
I want to have a view of pending shift swap on my Schedule
So that I will be able to keep tracking my pending requests"
1 vote
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