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  1. When offering Overtime or Additional Hours (Opt-ins), the system must ensure that employees can only be offered and book these hours if they maintain the required rest (time between shifts) period between working days. This check should evaluate both the previous and upcoming working days to confirm that the necessary rest gap is preserved.

    Currently we are having to manually review overtime as it is booked and make manual adjustments to each booking. This will not be sustainable if we ever see an increased requirement for overtime, currently it is very minimal across the business.
    We are happy with how…

    1 vote

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  2. Agent Adherence Dashboard - Amt of Time in Status/Alerts. A request to enhance real time agent status reporting to show total time an agent has been in a status, vs how much time they've been out of adherence or what time their last activity should have started. It would also be helpful to show this in a list view that can be sorted by user name, task type, total OOA, etc.

    3 votes

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  3. Currently if an agent moves into a new group/team with previously booked leave, when you then filter the leave request search for their new team, the leave does not appear. It does show if you filter by that individual agent only.

    I understand the concept that it was booked under a different team and therefore linked to their previous team/manager but for their new manager looking at their whole team's leave, this agent's previously booked leave will be missing. This is also the case for the Who's Away widget on the homepage.

    2 votes

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    Hello,


    Thanks for your feedback. We love hearing ideas from our customers, and your feedback helps us shape the product to better fit your needs.


    Please keep adding ideas and voting. Your insights are always welcome and much appreciated.


    Kind regards,

    Fab

  4. There are a number of metrics in Performance summary that are real time metrics,
    - real time agents online (phone)
    - Real time Call backs waiting
    - Real Time Longest wait
    - Real Time Calls Waiting

    At the moment these are only available with Zendesk Talk. Would be great to have these available with Amazon Connect to allow real time management all through Playvox rather than having to look at different websites and have 1 source of truth.

    1 vote

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  5. We've recently altered our workstream metric parameters for Short Abandoned calls to a point where they are no longer hidden with the IVR message on our line and are now easily identifiable. This gives our Ops greater understanding of the customer journey and how calls are abandoned and when.

    For us in Resource Planning though, as we use Performance Summary the most for realtime purposes and reporting on in day performance, there is currently no option to have Short Abandoned included as a metric for the front page. (see screenshot 1 below).

    We know this does exist within Workstream Analysis…

    1 vote

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  6. To have the ability to code certain leave types (ie. Tardy, Leave Early, etc.) as out of adherence if the agent doesn't log in, even if this code is on their schedule for leave reporting purposes.

    1 vote

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  7. The ability to see Location in shift bar as well as Team names within the Work Summary Real Time view.

    2 votes

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  8. Would like the ability to unpublish the roster if it is published in error, or if mass changes are required due to changes in the business. Currently if published in error, agents see their schedules and may not catch the updated changes, resulting in coverage and adherence issues.

    4 votes

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    Acknowleged  ·  Anonymous responded

    Thank you for taking the time to bring this feature request to Playvox.


    A Product Owner will review the request for potential inclusion within the backlog / roadmap. Updates will be provided as the feature progresses.

     

    Regards, 

    The Playvox Team

  9. Current restriction on contacts that are transfered do not pick up the second contact if it is transfered to a different queue and need this counted as a contact for forecasting purposes.

    1 vote

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  10. Ability to save the filter settings in a leave request search when using the back function

    11 votes

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  11. Currently, in places with user drop-down fields such as the Work Summary, you can hit 'select all' users, which will select users, but there is no option to 'deselect all' users, meaning we manually need to deselect users singularly or by team. Please allow an option to 'deselect' all current selections in the User drop-down fields.

    1 vote

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  12. Would love to see a feature that puts some security steps in place that prevents the accidental publication of a roster.

    We will quite often generate a batch of rosters going out into the future and will need to work on these prior to publication to ensure all lines of rotation any manual adjustments are finalised.

    As the process of publishing a roster is a second nature piece for us, it sometimes happens that we publish a roster ahead of time and without manual changes being completed. We then need to delete a roster (as it's incorrect) and start the…

    6 votes

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    Acknowleged  ·  Anonymous responded

    Thank you for taking the time to bring this feature request to Playvox. 


    A Product Owner will review the request for potential inclusion within the backlog / roadmap. Updates will be provided as the feature progresses. 


    Regards, 

    The Playvox Team

  13. Bring in the Declined Calls and Missed Calls metrics into Playvox from the Gladly Connector.

    1 vote

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    Acknowleged  ·  0 comments  ·  Connectors  ·  Admin →
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  14. There are multiple steps for an agent to swap their shift with another agent with the current shift swap functionality. As an agent, you're not able to see the name of the person you are swapping with.

    In the shift swap email notifications, you do have visibility to see who is sending an offer, but in the PV platform, we are not able to distinguish between users and their offers.

    We are asking to have more visibility into which agent has offered and received the shift swap request to prevent navigation away from Playvox when associates add a request.

    3 votes

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    Acknowleged  ·  Anonymous responded

    Thank you for taking the time to bring this feature request to Playvox. 


    A Product Owner will review the request for potential inclusion within the backlog / roadmap. 

    Updates will be provided as the feature progresses. 


    Regards, 

    The Playvox Team

  15. Allow Auth events to be propagated to the event log to allow system administrators to trace Auth behaviour.

    The events that should be tracked are:
    SAMLLoginSuccessfulEvent (SAML)
    LoginSuccessfulEvent (Username / Password)
    LoginFailedEvent (Username / Password)

    1 vote

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  16. change UI to show days where team member is not available or has less than full day availability to display in grey (or similar). This would significantly assist when making manual changes.

    3 votes

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    Acknowleged  ·  Anonymous responded

    Thank you for taking the time to bring this feature request to Playvox.


    A Product Owner will review the request for potential inclusion within the backlog / roadmap. Updates will be provided as the feature progresses.

     

    Regards, 

    The Playvox Team

  17. It would be very helpful to have an option to create test accounts that are not associated with a Company email within the Platform. As an example, our company would like to start utilizing Opt-In Hours, but we have over 29 different shift start and end times, so we would like to test out our options before launching company-wide. With test accounts, we would be able to publish a roster with just the test accounts so we can experiment with how this process would look for our business.

    Alternatively, if we are able to create test emails/Employee profiles from our…

    2 votes

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  18. It would be great if we could set a specific numbers of hours that an employee is allowed to request for leave. For example, we give our employees 120 hours per year of paid leave. It would be great if the system could track how many hours the employee has remaining and if they attempt to submit a request that goes beyond their allotted limit, it would automatically deny the request.

    1 vote

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  19. Hi,
    I've noticed that many WFM customers may not regularly monitor the Billing page and associated bar charts. Therefore, I recommend enhancing our product to alert customers when they exceed their 'purchased licenses' count in active users, and prompt a message notifying them of potential charges. Implementing this feature could potentially reduce the frequency of disputes related to WFM charges and enhance customer satisfaction.

    Thank you for considering this suggestion.

    1 vote

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  20. Currently only agents have the ability to request shift swaps and admins have ability to approve it. Can we have Team Leads request leave on behalf of the agents?

    1 vote

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