496 results found
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Events: Time Zone Awareness
When creating events that apply to multiple teams. If teams are spread across time zones allow the choice of what time zone the event will be applied to.
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Schedule Summary - shrinkage % calculation rule on Heat Map.
On Schedule Summary screen - shrinkage % calculation rule is based on total value of (shrinkage, actual productive & leave) when creating the shrinkage hotspots heat map chart.
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Ability to not show how many lates in the agent "My Profile"
There are several metrics that can't be removed from an Agents 'My Profile' dashboard, including 'late starts'. I would like to be able to turn this off, if not be able to actually choose which metrics are visible to our agents.
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Work Summary - Ability to Configure the Out of Adherence colour on Work Summary
We have a 100% salaried support population with a lot of workload that is legit - but also "off queue" and unscheduled), though. Example below of someone doing a good day's work whose "adherence" reports very poorly:
I'm looking at this and wondering if it would be possible to change the OOA color from this bold red to something a bit less alarming, but still an attention getter - like a dark charcoal gray, or a black/yellow banded/textured color or something of that sort? Anything besides the classic alarmist stop light red.1 vote -
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Group/Team Metrics: Able to Add Daily or Monthly Function to Metrics
Adding in day or month (maybe a checkbox) at the metric level in groups/teams would allow users to be able to choose a daily or monthly volume/goal for certain metrics. There isn't currently flexibility to choose number handled by day or month, you can just add a number to cover all of it. Works when there is a percentage, but not when you are adding a value.
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Allow configuration of additional metrics next to user on work summary.
Rather than showing hours, maybe shrinkage or other metrics would be useful configured here.
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Change some screens/pages to display list in alphabetical order by default
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
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Added roster coverage - actual vs scheduled to realtime performance charts
Allow configuration of the charts in realtime performance to include actual vs scheduled vs forecast activities, like the daily performance summary
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Make a task adherence 100% if no task is logged by agent e.g. on call shift
When I post an on call shift for 12 hours on an agents roster, in most cases the agent will not be called in and so no task will be posted. At present these tasks are marked as adherence exceptions but still flag as adherence issues as no task is logged for that agent.
Can we have a way to mark agents as in adherence if they have an On-Call shift?
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Add CSAT to the available metrics for Performance Summary workstream display
CSAT is not an available option to add when configuring metrics for Channel / Workstream on Performance Summary. It would be great to have this as an option going forward.
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User Profile - Ability to apply the user template and 'lock' the template or not
Current state is the template works well for initial user import. However, as roles are added to users, the template does not continue to be dynamic. Adding the ability to 'lock' or 'unlock' the template would allow for changes to be made.
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