517 results found
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Save Filters on Leave Request Search
Ability to save the filter settings in a leave request search when using the back function
9 votesWe will look to finalise a gap in logic in the next few months.
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Temporary User Profiles for Testing
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 -
Limit the amount of leave a user can request
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 -
Hi, I've noticed that many WFM customers may not regularly monitor the Billing page and associated bar charts. Therefore, I recommend enhan
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 -
Access for Team Leads to submit shift swap requests
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 -
Leave Threshold
Ability to update leave threshold in the Leave Management page for admin users instead of going into the settings to update.
1 vote -
Ability to correctly live refresh Templates allocation table
Currently in the manage roster screen, after moving an RDO on a particular week day this day is displayed at the wrong place in the templates allocation tab (see enclosed picture). To have a consistent display we need to save the roster and refresh the page. It will be helpful, as an enhancement, to correctly live refresh the Template allocation table without having to save and refresh the page.
1 vote -
Notification after a process is finished
After running the "Schedule event" or "Optimise" processes, show a pop-up notification that it has finished.
At this point there is no way of knowing whether the process is still running or not.1 vote -
Exclude Leave in Start Time/End Time Variance Metric Totals
Requesting a metric calculation enhancement to exclude planned leave from the start time variance metric. Currently if an agent is rostered planned leave for the 1st half of the day (8a-12p) and they arrive at 12:07 PM the start time variance appears to reflect 4 hours 7min vs just 7m. This can be difficult to determine which agents violate the internal client tardy policy (ie. 10+ min).
Can we exclude planned leave from this variance?
1 vote -
#Handled Average per day per agent
Performance summary currently provides the metric for totaled handled for the selected period for all the agents. We have a metric for agents of the "Average Handled Per day by agents." Currently, to get this metric, we have to take the total #handled and do manual calculations based on the number of days in the date range and how many agents worked during that period. Even if we run the report for just one day, we still have to divide by the number of agents on the report manually.
1 vote -
Option to expose agent's Max hours and Max shifts under User Shifts, Daily allocation and User Availabilities sections
We’d like to see the agent’s contract info – right now you can only see some of their Minimum fields, except for the Roster Warnings tab which shows everything. We need to see those Max fields, and those would be especially helpful to show up in the User Shifts, Daily Allocation, and User Availabilities sections. If the agent has no warnings for the week, their info does not appear, and we currently have to click back-and-forth between screens to ensure we’re not overscheduling reps
1 vote -
1 vote
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Being able to input the agent's lunch time in their profile availability
Being able to input the agent's lunch time in their profile availability so when a new roster is ran their lunches are correct in their schedule
1 vote -
bulk remove tasks
ability to bulk remove a task from the roster and have the system automatically replace the task with the task (or one of the tasks) from the workplan. Could be further adjusted via Optimisation after completion.
2 votesThank 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
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Comparison window to allow more than two dates/range comparisons
Comparison window in workstream analysis report should be able to cover multiple days and compare multiple days vs. the current limit of two comparsions
2 votes -
Grey out days with no availability or intervals of day with no availability
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.
2 votesThank 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
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Custom DST (Daylight Saving Time)
DST poses challenges each spring and fall due to our teams spanning three time zones: North America, Mexico, and EMEA. This year, EMEA switched on Oct 30, North America will switch on Nov 6, while Mexico remains unchanged. To align our support hours, we require a customized Mexico shift synchronized with North America's DST change to streamline scheduling and recurring events.
5 votes -
Additional Metrics from Amazon Connect
Missing metrics for Amazon connect:
% Declined calls
% Handled calls (shows either 100% or 0% which isn't correct)
% Missed calls
Agent Missed Calls
Agent Phone AFAHT
ASAOutbound Phone interactions:
AHT
Avg Hold
Avg Talk
Avg Wait
Avg Wrap
Total Handle Timeof interactions
Outbound Phone Workstreams AFAHT
Outbound Phone Workstreams # HandledPhone # Handled
Phone Actual Available Time
Phone Avg Hold
Phone Avg Talk
Phone Avg Touch Time
Phone Avg Touches
Phone Avg Wrap
Phone Conformance
Phone Consultation Time (?)
Phone FAHT
Phone First Resolution Rate
Phone First Resolutions
Phone Handled Rate
Phone Occupancy
Phone Rostered…1 vote -
Keep a date range on Saved Calendar Views
When in Leave Management, it would be great to have pre-saved views that retain date ranges in the calendar.
6 votes -
Reminder Emails to Team Managers - Leave Requiring Approval
Reminder email sent to manager / team leader who should be approving leave if there are outstanding requests for their team/group. (e.g. if there are leave requests awaiting approval for over 24hrs)
2 votesThank 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
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