491 results found

1. Enable Partial Shift Trade or Giveaway

   Ability for agents to trade segments of this shift, without giving away the full shift. Ideally this would be based off segments of time, not selecting tasks
   (Ex: posting a trade for the first 2 hours of my shift compared to posting just the first task on my shift)
   Also, we want this feature to have the ability for an agent to giveaway that partial segment without needing to receive an offer in return

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   Acknowleged  ·  AdminAnonymous (Admin, Playvox) 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

2. Ability to refuse a Shift Swap Request

   Currently a user receiving a shift swap request cannot refuse it. If he doesn't respond proposing a date, the request continues to appear in the “Your shift swap offers” tab. Only the requester or the management can cancel the request.

   It would be helpful to add a button permitting the user receiving the request to refuse it.

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   Acknowleged  ·  AdminAnonymous (Admin, Playvox) 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

3. 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.

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   Acknowleged  ·  AdminAnonymous (Admin, Playvox) 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

4. unpublish roster

   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.

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   Acknowleged  ·  AdminAnonymous (Admin, Playvox) 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

5. 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

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6. Ability to enter a shrinkage overlay in roster set up

   Would like to see the ability to enter customized shrinkage at the roster level in different intervals throughout the week. Example - higher shrinkage for the morning and evening to staff up for absences and lower shrinkage in the afternoons to encourage meetings, etc.

   This would also be good to not be set to the task but applied overall to the workplan

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   Acknowleged  ·  AdminAnonymous (Admin, Playvox) 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

7. Need start day of week config to apply to the entire system

   The help center states this globally updates across the whole platform, but that isn't actually the case. After contacting Support (Ticket #32414) they told us the feature wasn't intended to perform that way, and the setting only applies to the Roster. We need this is update everything. It's very confusing having different calendar formats scattered everywhere

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8. Adherence or Conformance by Channel/Workstream

   a new metric that can show the adherence or conformance at the agent, date, time/interval level. This metric would be a percent of how much time was productive in a channel vs scheduled.

   % = Total Time Active in Task or Channel / Total Time Scheduled in Task or Channel

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9. Events: Detailed View/dashboard for all events and ability to export data

   Ability to have a view / dashboard dedicated to Re-occurring events created by group AND Agents. This view should allow us to bulk edit, along with the ability to view and export the details of: Frequency, created date start date, end date, duration, group or agent name, etc.
   This should ALSO include the ability to export as well

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   Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

   Thank you for raising this concept to the WFM team. 

   The Product Owner will review and update accordingly

10. Ability to save a default "Work Summary Preference" view for all users

    At the moment all users have to independently adjust their "Work Summary Preferences" in order to view certain things like "Activities" or edit durations for "Out of Adherence" times at the top summary section. Then as soon as the user clears cookies/cache, these settings revert back to default.

    It would be valuable to have the ability for Admins set a default settings/preferences in the work summary for all users that will not disappear if cache/cookies are cleared. We can still keep the option for users select their own view if they wanted to.
    However, Admins should be able to select a default view that shows all of the recommended/requirements pre-determined by the business and not Playvox but still have the option to customize their own preferences if needed.

    At the moment all users have to independently adjust their "Work Summary Preferences" in order to view certain things like "Activities" or edit durations for "Out of Adherence" times at the top summary section. Then as soon as the user clears cookies/cache, these settings revert back to default.

    It would be valuable to have the ability for Admins set a default settings/preferences in the work summary for all users that will not disappear if cache/cookies are cleared. We can still keep the option for users select their own view if they wanted to.
    However, Admins should be able to select… more

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11. Please help fix column formatting on data tables

    The table view for dashboards displays the first column of data immediately adjacent to the second column, making it very hard to read the numbers

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12. Leave management overall calendar

    It will be helpful to have an overall view of the leave requested by a team to add in the leave management calendar also the submitted leaves. To highlight the difference with the approved leaves, the background color of the submitted leaves could be transparent and the name text and the border color could use the color of the leave task.

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13. Show weekends on Forecast export, even if value is '0'.

    When using Seasonality forecasts and the option to forecast for weekends separately - include weekends as entries on the forecast export CSV, even if the value for that day/weekend is 0. Currently, these do not show if the value is '0'.

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    Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

    
    

14. Agent Notification for Opt In Hours

    As an organisation our reliance on topping up our rostered staff hours with Opt In Hours is currently reducing week on week. The appetite for Opt in Hours from frontline staff however isn't reducing and this is causing an amount of confusion amongst the staff in how their pledges aren't necessarily being transported to roster.

    Should our reliance on needing Opt In hours continue to reduce week on week, then this confusion will only increase.

    It's been identified that this is caused by a supply/demand issue.

    To counter this, and to minimise traffic/confusion it would be good to introduce some kind of message to manage the agents expectations. Something worded along the lines of:

    “Thank you for your support in pledging to work Additional Hours. Your request will now be processed and you will shortly see your roster changed to reflect the hours you've been successful in obtaining.”

    For example, there is 1 slot available between 8am and 10am on Monday. Agent A selects to work that that, and expect that it will land onto their roster. However, if Agent B also requests this particular time but does so a second before Agent A then they will be granted the slot on a first come first served basis. This is absolutely fine and the fairest way of allocating slots.

    However, should we have the a holding message along the lines of my suggested line above, then this would mitigate some of the confusion currently caused.

    Thanks!

    As an organisation our reliance on topping up our rostered staff hours with Opt In Hours is currently reducing week on week. The appetite for Opt in Hours from frontline staff however isn't reducing and this is causing an amount of confusion amongst the staff in how their pledges aren't necessarily being transported to roster.

    Should our reliance on needing Opt In hours continue to reduce week on week, then this confusion will only increase.

    It's been identified that this is caused by a supply/demand issue.

    To counter this, and to minimise traffic/confusion it would be good to introduce some… more

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    Acknowleged  ·  AdminAnonymous (Admin, Playvox) 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. Option to select custom date timestamp formats when exporting reports

    The ability to have a general setting somewhere that we can select what date/time format we'd like all reports to export with.

    Since we're based in the US, the default date/time stamps that we export are in the "MM/DD/YYYY hh:mm" format and are not easily recognized by excel or google sheets and it requires manual efforts to convert them to "MM/DD/YYYY hh:mm" or else we're unable to sort/pivot properly.

    In current state, not all reports but almost half of the exports we utilize, such as the Work Summary Reports and the Manage Roster Downloads are exported in the DD/MM/YYYY format.

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16. Schedule Update Enhancement

    We'd love to see the following enhancement made to Schedule Update function if possible?

    At present, the schedule update tool won't work in adding new starters to their allocated teams when they complete their defined period of Training/Academy time to a roster that has already been generated and published.

    As an organisation we're rolling out our main rosters for a longer period of time and are also in a period of having fortnightly intakes of staff. So every 2 weeks we're now having to move a sizeable headcount of new starters into their new teams manually. As our rosters grow and cover an extended period of time this will become a very labour intensive piece of work.

    So the enhancement we'd like to see to ease this burden would be to have these switches happen automatically and with minimal of manual intervention into previously generated and published rosters.

    Thanks!

    We'd love to see the following enhancement made to Schedule Update function if possible?

    At present, the schedule update tool won't work in adding new starters to their allocated teams when they complete their defined period of Training/Academy time to a roster that has already been generated and published.

    As an organisation we're rolling out our main rosters for a longer period of time and are also in a period of having fortnightly intakes of staff. So every 2 weeks we're now having to move a sizeable headcount of new starters into their new teams manually. As our rosters grow… more

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    Acknowleged  ·  AdminAnonymous (Admin, Playvox) 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. Add Employee ID column to the MY TEAM ROSTER and MY TEAM SCHEDULE screens

    Add the Employee ID column next to the user’s one in the MY TEAM ROSTER and MY TEAM SCHEDULE screens to facilitate Leaders work for internal processes

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    Prioritized  ·  AdminAnonymous (Admin, Playvox) responded

    This item is being prioritised for development.

    
    

    We are beginning planning and will provide further updates as we understand when this item can be actioned. 

18. Provision Users In OKTA

    Have the ability to provision users via OKTA without needing to manually add/deactivate them.
    - onboard/offboard
    - Transition Teams
    - Update roles as needed

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    Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

    
    

19. Automation of adding agent to selected roster

    In our organisation we have a high internal attrition meaning that every month we have a significant number of agents moving from one department to another.

    At present the process of manual moving an agent to a selected roster is a time consuming one and with us looking to extend our roster range to a rolling 12months out it will mean even more time potentially being spent on selecting each selected roster one at a time to add a new agent into that roster.

    As a proposal, much in the same way we can queue rosters to be generated overnight/out of office hours, can we implement something similar for adding an agent to a selected roster?

    For example, agent A is due to move to roster B as of next week and this department currently has 3 months of rosters generated and published. Roster B is comparatively to others so will take approx 5mins per roster to add in shifts as per his template/rotation etc. To manually click this for 3months worth of rosters isn't currently the best use of manpower, so if this could happen overnight with a queuing system then it releases us to work on other tasks.

    Thanks!

    In our organisation we have a high internal attrition meaning that every month we have a significant number of agents moving from one department to another.

    At present the process of manual moving an agent to a selected roster is a time consuming one and with us looking to extend our roster range to a rolling 12months out it will mean even more time potentially being spent on selecting each selected roster one at a time to add a new agent into that roster.

    As a proposal, much in the same way we can queue rosters to be generated overnight/out… more

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    Acknowleged  ·  AdminAnonymous (Admin, Playvox) 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

20. Update leaves from manage roster to be reflected on leave history

    Ability to edit/delete leaves from Manage Roster which is then reflected properly in Leave History (and connectors)

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    Acknowleged  ·  AdminAnonymous (Admin, Playvox) 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