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  1. 1 vote

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    0 comments  ·  Forecasting  ·  Admin →
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  2. Add a filter of pay category to allow WFM teams to easily identify if an agent actually worked their overtime shifts

    1 vote

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    0 comments  ·  Real Time  ·  Admin →
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  3. eg. 4 hours of this then 4 hours of that as the system cannot then insert breaks over the productive tasks

    1 vote

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  4. will schedule one user per timezone when we require only 1 regardless of timezone

    1 vote

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  5. 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

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    Under Review  ·  0 comments  ·  Reporting  ·  Admin →
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  6. 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

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  7. 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

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  8. 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

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  9. 1 vote

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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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  10. 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

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  11. 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

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  12. "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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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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  13. 1 vote

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  14. 1 vote

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    Acknowleged  ·  0 comments  ·  Metrics  ·  Admin →
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  15. 1 vote

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    Planned  ·  0 comments  ·  Reporting  ·  Admin →
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  16. Fixed Rotations only allow you to rotate users through shifts on a weekly basis (i.e, one week, two weeks, three weeks). This idea would allow you to rotate users through shifts in a daily pattern (i.e, rotate users through shifts every day, every two days, every three days).

    1 vote

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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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  17. When creating an event through the manage roster page provide an option to send a slack notification to assigned agents with event information

    1 vote

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  18. I would like the ability to report on forecast accuracy for not only volume but as well as AHT and Shrinkage.

    1 vote

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  19. When reviewing the volume to normalise, the error % should always be compared to the forecast only. Currently, the error % floats to whatever the variance is. I have a screenshot listed in the example. However, if we are 10% above the forecast, it says 10% which is correct. Also though, if we are 10% below the forecast, we also say 10%. This should really say -10%, which you provide you with a truer variance compared to only the forecast, instead of just the general variance.

    1 vote

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  20. 1 vote

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