455 results found
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Can we see in Work Summary a running total for hours currently logged in to that task?
It would be great to see how long an agent has been logged into their current task without needing to hover over the timeline on Work Summary.
It would also be really helpful to see how long an agent has been in available tasks over the course of the shift.
This is to help gauge how productive an agent has been during their current shift in cases where we are not tracking occupancy for an agent.
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1 vote
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Ability to configure multiple locations on a user's profile and restrict those locations to particular days in the week
It would be great to have the ability to configure multiple locations for a user on their user profile, and to restrict those locations to particular days of the week (or weeks of the month),
So as an example, User A has a flexible working arrangement where they work from home some days of the week, but come into the office on others.
I'd like to configure them in the system as above, so their profile would look like:
Location | Days of Week
Work from Home | Mon, Tues, Thurs
Sydney Office | Weds, Fri1 vote -
Add Required (i.e forecast requirement) to the Activies and Current Activities (Actual vs. Rostered) tables available on Realtime Reports
On the Activies and Current Activities (Actual vs. Rostered) tables available in Work Summary and Performance Summary, it would be nice to be able to see how many agents / hours (depending on configuration) were forecasted for each workstream / workload.
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1 vote
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View the new colour I choose for a task straight away after I changed so that I will make sure the new colour was applied.
I want to be able to view the new colour I choose for a task straight away after I changed so that I will make sure the new colour was applied.
1 vote -
New Report: Be able to select a task e.g. training and see all tasks by agent name and time within a given range
As I mentioned in the summary, I'd like to be able to select a task e.g. training and see all tasks by agent name and time within a given date range
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1 vote
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1 vote
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Add Forecast Volume to the workstream analysis report as a metric that can be displayed in the report's summary, like inbound volume
Ability to pull the graphical information of the forecast into a target circle to display next to the inbound volume by channel for cleaner view to share with execs in the workstream analysis report.
This would be the same as being able pull the target circles of Inbound volume, abandon, ASA, Service level.
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1 vote
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Add a 'No Grouping' settings option to the Workstream Analysis
This settings option would allow for the data to be rolled up in an aggregated view across the selected workstream & teams, so we could get a high level view of key KPIs like CSAT.
1 vote -
Add improvements to the Daily Performance Report (Pin header columns, add columns to the table)
Have an option to 'pin' the columns to the top of the Daily Performance Metrics table, so I don't get lost when scrolling through the table.
Make the export button for the table more noticeable.
Add the column Rostered FTE Vs. Forecast FTE (for when I'm looking at the report in advance)
Add the column Actual FTE Vs. Forecast FTE (for when I'm doing an after the fact review of how they did on that day)
1 vote -
Improve searching with user tags (they have to be typed in full in exact spelling to show right now).
Can we make user tags a dropdown / selectable list or display available tags when you start typing? This is for reports and the user profile.
1 vote -
Seperate the 'Update Task' option from adding an Adherence Exception on Work Summary
When adding out of adherence exceptions, the update task option is available.
Updating a task via out of adherence blocks allows you to change the actual tasks of an agent to match the rostered tasks to eliminate the out of adherence period.
Adding an adherence exception allows you to excuse an out of adherence period for a user without changing their actual tasks.
These two functionalities are different and should be seperate to avoid confusion.
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SAV(Single Agent View):
Want to be able to edit at the task level in this page and update all breaks for each day and Save. Currently no save button on this page
1 vote -
Add an attribute to the shift to allow the pay period to be displayed,
must be able to set the pay period based on the roster so some kind of config on the roster page is required too
1 vote -
Optimise: Instead of just saying "624" shifts are optimised, it could say "624 shifts, 142 lunches, 47 tasks"
as its very difficult to see if anything has changed? or highlighting in the roster what has moved?
1 vote
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