426 results found
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Blackout days for Leave Calendars
We would love the option to have "Blackout days" or days that specialists are unable to request time off knowing that we will treat the day as a holiday.
1 vote -
Configure the historical data to use for Forecast Arrival Patterns
Allow you to configure which historical days, weeks, months you want to use for forecasting the arrival patterns rather than the last 6 weeks. Also allowing a combination of these options to be used. ie. Thanksgiving week 2022 can be used for Thanksgiving week 2023. Or rather than a week since the day can move, Christmas Eve 2022 (Saturday) can be pulled in for just this coming Christmas 2023 (Sunday) arrival pattern. This would reduce the need to create custom intraday profiles via csv import.
1 vote -
Total time to resolution
We would like to see Total time to resolution for zendesk tickets .
That is time from creation of ticket to final resolution. Not just handle time.
3 votesDevelopment is in progress, and will be available initially on workstream details and workstream analysis.
Total Time to resolution will be calculated at the time the workstream is closed.
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WFM Playvox/Agyletime in Brazilian Portuguese
As an adm user of this platform, I would like to propose the addition of language options, specifically for Portuguese and/or Brazilian Portuguese. While the administrators and stakeholders may not face difficulties due to language barriers, a significant portion of our user base consists of consultants/agents or leaders who rely on Google Translate to navigate the platform.
Unfortunately, this often leads to inconsistent and inaccurate translations, which can result in misunderstandings and hinder their overall experience.
3 votes -
Bamboo HR: Hard-coded Annual Leave balance
Instead of syncing after every leave request, have 1 sync or a hard-coded balance that leave requests are taken from within the system. This is to avoid situations of duplicated or mismatching balances between playvox & Bamboo HR
4 votes -
Capacity Planner - Ability to export all monthly details data at once
When a Plan is created for several months it will be helpful to have the ability to export all data at once, in a single spreadsheet. Today we need to export month by month and then merge the data.
4 votes -
View peer team via system role permission
View peer team should be via system role permissions rather than the team level. This is necessary for larger groups. There could be a default state to not allow and override at a time level if it's not overridden by the system role permissions.
1 vote -
Alerting
Real time notifications to configurable destination (email, Slack, system message, system pop-up) for issues with agent performance.
1 vote -
Warning for Legal Break requirements
Would be amazing to set rules for breaks so they cannot break legal requirements
1 vote -
Schedule Task Details report
Would like to see columns for Totals of each category (ie. Total Paid Shrinkage) and the breakdown of selected categories (Ie. Shrinkage - Break, Shrinkage - Meeting) together in the report. Rather than either or
2 votes -
Export roster timeline view to a spreadsheet
We would like the ability to export the roster timeline data in a spreadsheet, in a format similar to the one attached.
This would help when we are planning coverage for some special events, when for few days a lot of agents will be unavailable or working different hours than usual. This involves scenario planning, where we are experimenting with various options (number of people unavailable, shifted availability) until we settle on the final solution. Having a scenario planning feature would be ideal, but until then just the capability to export the roster data in a spreadsheet would help.1 vote -
Slack Notifications for Agents out of adherence
We would love to be able to setup a Slack notification that would name agents who are out of adherence based on a specific set threshold (e.g., if an agent is 15 min late to signing in for their shift, or 15 minutes out of adherence during their shift, a Slack notification would name the agents and the time spent out of adherence).
1 vote -
Skipped Interactions | Ticket ID with Agent who skipped.
We can already know how many interactions where skipped by which agent.
But we want to know more details.
We would like to know how many interactions skipped 'x' agent, and when we click on the number we can see which interactions did playvox capture and at what time.
This would help to coach the agents.
2 votes -
Change to Schedule Summary Reporting
On the schedule summary page, it would be ideal to show the Rostered and Actual next to each other in the Data Table. I would like to compare what was scheduled versus what happened without toggling between.
1 vote -
automatically exclude certain tasks from adherence
Ability to automatically exclude certain tasks from adherence in task configuration (not leave tasks)
1 vote -
Work Summary - Filter by Currently Working Agents
Allow the work summary view to be filtered by the users that are currently working.
This would allow the work summary view to be further filtered to only show users whose shifts are in-progress - or will commence within a specified number of hours. The users that are filtered would be updated as time progresses - so users whose shift have ended would drop out, and users about to start would come into view.
1 votePlanned for inclusion in Work Summary improvements
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Reinstate shift after leave is removed from roster
In the current implementation, when a leave request is cancelled, the leave task is removed from the roster without restoring the tasks that were there before the leave was cancelled. This results in the person not being scheduled at all for that day.
Cancelling a leave request should result in restoring the tasks to whatever they were before the leave was added, or to what they would be if the roster was generated (in case the leave already existed at the time of the oyster generation).
17 votesThe MVP of this feature has been released. In this first iteration, we have focused on reinstating shifts when a shift existed on the roster prior to the leave request. Next, we will be focusing on a) improving notifications within the product when a shift is reinstated after leave is cancelled, and b) generating a shift when leave is cancelled and a shift did not exist on the roster prior to the leave request.
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Improve Comments in slack notifications
Display comments to agents in Slack notifications (currently they only show in the email notification).
Improve detail of Slack notifications (specifically what date has been changed, and show time in user's local time)
1 vote -
Add schedule for single agent to roster
Sometimes agents are wrongly not included in schedules (incorrect config, wrongly added end date) and so schedules need to be added back for them after rosters have been published. With hundreds of agents, this process can be very time consuming. The only way for automated schedules to be created for them would be to regenerate the roster, which would mess up schedules and data for all of the other agents.
It would be hugely useful to be able to select agent(s) and click a button that auto-generates schedules onto an existing roster for the selected users. This would solve a…
1 vote -
WFM Mobile App - For Leave and Schedule Requests
Having a mobile app for Playvox WFM will put us in line with client needs. This app would be helpful to view schedules, but more importantly to request leave and make schedule requests. The site is accessible via mobile devices, but this would give us an edge. Feedback from one of my clients.
4 votes
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