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  1. 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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  2. 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?

    1 vote

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  3. 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

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  4. 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.

    1 vote

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  5. 1 vote

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  6. 1 vote

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  7. 1 vote

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  8. 1 vote

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  9. 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.

    1 vote

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  10. 1 vote

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  11. 1 vote

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  12. 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.

    1 vote

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  13. 1 vote

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  14. 1 vote

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  15. 1 vote

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  16. 1 vote

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  17. 1 vote

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  18. 1 vote

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  19. 1 vote

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  20. 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 vote

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