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  1. When a reoccurring event is booked for 2 people (A lead and an agent for example) if one of the two people is not scheduled to work at the time of the meeting, can it not be applied to the remaining schedule.

    Example - A Lead and Agent have a reoccurring 1:1 every two weeks on a Tuesday at 4pm EST. If the Lead has a scheduled shift from 8-4pm EST the meeting would not be applied since the shift ends at 4pm EST, but if the agent shift is 10-6pm EST they will still have the 1:1 applied to…

    1 vote

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    0 comments  ·  Scheduling  ·  Admin →
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  2. Ability to filter schedule summary by Tag.

    2 votes

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    0 comments  ·  Reporting  ·  Admin →
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  3. Have the ability to indicate 1st half or 2nd half PTO requests without having to figure out each user's availability to identify specific timeframes.

    1 vote

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  4. 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…

    3 votes

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    0 comments  ·  Scheduling  ·  Admin →
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    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. Nowadays we are considering based on the schedule and as you mentioned, if the agent use more than one window to serve tickets, we will count more time than he/she is really doing.
    But I wanted to see the possibility of having occupancy measured in slots, without considering the number of minutes spent on various tickets in the interval, but only the "entry and exit".

    1 vote

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    0 comments  ·  Metrics  ·  Admin →
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    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

  6. 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.

    4 votes

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    1 comment  ·  Scheduling  ·  Admin →
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  7. We've recently noticed an anomaly that when an employee submits a request for partial day annual leave that covers their shift from rostered start time to rostered end time it won't recognise that any unpaid break (lunch etc) needs deducting from. Example being an FTE is 7.5hrs and this would be the AL deduction for an all day AL submission, but if an employee were to submit a request as partial day for this particular day then it'll deduct 8.5hrs (shift + 1hr unpaid lunch).

    While there is an understandable education piece we can take on from our side of…

    1 vote

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  8. Hi, I'd like to make a suggestion;

    In the "Search interactions" report, in the date stamp columns (Start time and End time), the time is shown in this format: HH:MM.
    We would like to have the view in Seconds, if possible.

    We would also like to know if it is possible to display the time in seconds in the "Work Effort" column and make it customizable.

    We would like the time in the timestamp columns (Start Time and End Time) to be in this format:

    HH: MM: SS

    At the moment, this is only possible in the individual view of…

    1 vote

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    Acknowleged  ·  0 comments  ·  Metrics  ·  Admin →
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  9. Intraday historical template, the second workload column should be AFSHT, not AFAHT. I tried importing it for the first time using data in both columns today, and it simply overrode the AFAHT when I kept the column titles unchanged. It ended up giving me just one column. When I changed the column title to AFSHT, it took the second column as solved handle time as I expected to see. Adding an attachment for reference.

    1 vote

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    0 comments  ·  Forecasting  ·  Admin →
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    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

  10. Ability to hide Deleted Teams from Teams filter in every screen. Currently Deleted Teams are displayed in some screen filters (e.g Realtime work summary or Leave Request search ) while they are not in other screens (e.g. My Team Roster or Schedule Summary). To be consistent the display should be the same (either hide Deleted Teams everywhere or at least give the ability to hide them by a new permission).

    1 vote

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    0 comments  ·  Others  ·  Admin →
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    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

  11. The ability to display 'Leave Allowance' on the Agent dashboard, keeping the agent mindful of their allowance as well as leave taken to date (which is already displayed)

    4 votes

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  12. Leadtech team would like that the agent does not have any limitation to change their status after the scheduled time, so that they can fulfill all the tasks assigned for that day.

    For example: the agent started their shift at 09:30 (because of the flexibility they have to start between 7:00 am and 9:30 am), the agent should be able to execute the tasks scheduled in the period 07h-09h30 at the end of their shift.

    4 votes

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  13. Allow the Who's Away dashboard section to be configured to include all leaves if preferred, including those added via the roster generation such as RDO.

    1 vote

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    0 comments  ·  Dashboard  ·  Admin →
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    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

  14. Right now, there is no way to see an agent's max hours or shifts per week. The User Shifts and User Availabilities tables only show the Minimum for each. When manually adjusting someone's schedule, you have to click into their agent view then back to the roster for each person you are adjusting
    Also, it'd be nice to have a Total Hours Rostered (excluding RDO). It shows total Paid, Leave, Shrinkage, and Productive, but you have export and add/subtract to get an overall total (for example, if you wanted to see how many FTEs were scheduled that week)

    1 vote

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    0 comments  ·  Scheduling  ·  Admin →
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    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. For User Performance Metrics, Late Start and Early Departure, we'd like the ability to set the threshold for what counts as "late" or leaving "early"

    1 vote

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  16. 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.

    2 votes

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    0 comments  ·  Scheduling  ·  Admin →
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    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. 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.

    1 vote

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    0 comments  ·  Scheduling  ·  Admin →
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    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

  18. 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.

    1 vote

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    0 comments  ·  Scheduling  ·  Admin →
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    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

  19. 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

    1 vote

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    0 comments  ·  Scheduling  ·  Admin →
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    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. 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

    1 vote

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