508 results found
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Forecast Accuracy Report for AHT and Shrinkage
I would like the ability to report on forecast accuracy for not only volume but as well as AHT and Shrinkage.
1 vote -
Historical Patterns Summary Normalising Error %
When reviewing the volume to normalise, the error % should always be compared to the forecast only. Currently, the error % floats to whatever the variance is. I have a screenshot listed in the example. However, if we are 10% above the forecast, it says 10% which is correct. Also though, if we are 10% below the forecast, we also say 10%. This should really say -10%, which you provide you with a truer variance compared to only the forecast, instead of just the general variance.
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Users - Sort Names by Last Name, Not Only First Name
Allowing the client flexibility with how to sort by either first name alphabetically, or by last name alphabetically, creates more efficiencies and flexibility with import/exports of the users.
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Add leave metrics on the user performance metrics view
Leave summary metrics - similar to summary cards on my leave view.
Leave YTD and leave through the period.
For team members, # instances of unplanned leave
1 vote -
Ability to switch a task between planned and unplanned
Enable the ability when adding a task to display/edit a "planned activity" options from the task definition. If on the task definition of a certain task, the "planned activity" is ticked, then when adding a task to a person in the roster, the "planned activity:" field defaults to "yes". If its not ticked on the task definition, then it says "no" when adding the task. Regardless of what it defaults to based on the task definition, it can be updated/toggled when adding the task, and this plus any other comments added, then flow onto the change log and any reporting.
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Schedule Summary - shrinkage % calculation rule on Heat Map.
On Schedule Summary screen - shrinkage % calculation rule is based on total value of (shrinkage, actual productive & leave) when creating the shrinkage hotspots heat map chart.
1 vote -
Ability to not show how many lates in the agent "My Profile"
There are several metrics that can't be removed from an Agents 'My Profile' dashboard, including 'late starts'. I would like to be able to turn this off, if not be able to actually choose which metrics are visible to our agents.
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Work Summary - Ability to Configure the Out of Adherence colour on Work Summary
We have a 100% salaried support population with a lot of workload that is legit - but also "off queue" and unscheduled), though. Example below of someone doing a good day's work whose "adherence" reports very poorly:
I'm looking at this and wondering if it would be possible to change the OOA color from this bold red to something a bit less alarming, but still an attention getter - like a dark charcoal gray, or a black/yellow banded/textured color or something of that sort? Anything besides the classic alarmist stop light red.1 vote -
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Group/Team Metrics: Able to Add Daily or Monthly Function to Metrics
Adding in day or month (maybe a checkbox) at the metric level in groups/teams would allow users to be able to choose a daily or monthly volume/goal for certain metrics. There isn't currently flexibility to choose number handled by day or month, you can just add a number to cover all of it. Works when there is a percentage, but not when you are adding a value.
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1 vote
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Allow configuration of additional metrics next to user on work summary.
Rather than showing hours, maybe shrinkage or other metrics would be useful configured here.
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Added roster coverage - actual vs scheduled to realtime performance charts
Allow configuration of the charts in realtime performance to include actual vs scheduled vs forecast activities, like the daily performance summary
1 vote
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