509 results found
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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
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Make a task adherence 100% if no task is logged by agent e.g. on call shift
When I post an on call shift for 12 hours on an agents roster, in most cases the agent will not be called in and so no task will be posted. At present these tasks are marked as adherence exceptions but still flag as adherence issues as no task is logged for that agent.
Can we have a way to mark agents as in adherence if they have an On-Call shift?
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Add CSAT to the available metrics for Performance Summary workstream display
CSAT is not an available option to add when configuring metrics for Channel / Workstream on Performance Summary. It would be great to have this as an option going forward.
1 vote -
User Profile - Ability to apply the user template and 'lock' the template or not
Current state is the template works well for initial user import. However, as roles are added to users, the template does not continue to be dynamic. Adding the ability to 'lock' or 'unlock' the template would allow for changes to be made.
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Add the same way to select a color in Workstream Configuration as the setup in Task Configuration
The task configuration of selecting a color in task is more user friendly, and quicker to select a color. The view is horizontal instead of vertical, and the square of colors is larger.
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1 vote
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1 vote
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Open single user workactivity summary when clicking on an agent in performance dashboard
It would be great to be able to drilldown into an agent's data from the User Performance Metrics report, so that I can investigate why a certain metric might be above / below what I am expecting.
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Generate Roster - Prevent user from generating roster if there are agents without availabilities set
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Put in place a hierarchy that will allow RDOs to be overwritten by a different type of leave request
1 vote -
Update Bulk Edit to be more dynamic (only productive tasks right now. Ability to change to any task)
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1 vote
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Update Leave Mgmt to align with the changes made to account for future leave / RDOs in Fixed Rotations
Roster Generation was updated for fixed rotations to ensure that future approved leaves outside of an agent's set rotation pattern for a given week were accounted for.
What we need to do now is ensure that the Leave Management side of the system is also updated to reflect the new logic in this scenario.
1 voteUnder review for prioritisation
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