495 results found
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Create a permission that will allow an TL to edit individual tasks
or to add individual tasks on a roster and save but not edit or move shifts (Possibly Work Summary)
1 vote -
Add YTD shortcut into filters
Can we have a simple short cut on reports that allow us to select YTD without having to manually select the date range ourselves?
1 vote -
“Auto refresh” of landing page
It would be great to have both 'Activities' and Agent / Team / Business metrics on the user landing dashboard auto-refresh so that I don't have to refresh the page to pull in the latest status.
1 vote -
Leave Summary Report Improvements
I'd like to request that when filtering the Leave Summary report for a period of time and selecting to view the report in the preferences by Day, that the graph for the leave by users graph would reflect how much of the planned/unplanned time was used by day. when pulling a team for a week, this graph will roll their total time up for the period by users.
1 vote -
Changes to schedule analysis report
Pull the data for PAID TIME into a new column please so that we can calculate % of time.
-Instances per agent
-No of hours/minutes per agent per day (or given selected period)1 vote -
1 vote
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1 vote
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Add AFAHT to Daily Performance Summary Table
Add the AFAHT forecast and actual to the table on the Analysis-->Daily Performance Summary page, along with the difference. This would give WFM/Planning a complete look at volume, abandoned, then the AFAHT added feature.
I also want to add in a variance column for Forecast vs. roster and forecast vs. actual to show the deltas on the day
In addition, a request to freeze the cells at the top of the table to see the headers on screen as you scroll down please.
1 vote -
1 vote
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Add total unproductive paid time to schedule summary
As I report on total shrinkage and work towards a budget of 17.5% per day, is it possible to have a table that shows total shrinkage ( total leave and shrinkage combined) and allow you to add a target to bench against ?
1 vote -
1 vote
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1 vote
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Rename metrics in Scenarios to be consistent with other screens
When creating scenarios, the metrics listed next to workstreams (to set targets for ticket workstreams) are named differently on the workstream analysis and details reports.
Rename to be consistent:
Wait/TFR = Time to First Response
First Solved Time= First Solved Handle Time
First Answer Effort = First Answer Handle Time
Solve Effort= Total Handle Time1 vote -
Report Request: Head count dashboard by month, by role, by tag.
Can we have a headcount dashboard, filterable by date, role, tag. Maybe end date / start date, etc, so I can track my active users (headcount) and the changes occurring within them.
1 vote -
1 vote
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1 vote
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Allow All Business Performance Metrics to be displayed on User Dashboard
Allow all available business performance metrics to be configured to display on the user performance metrics dashboard.
The list of business performance metrics available in th groups configuration should be the same list that is available in workstream metrics (workstream analysis). Once selected this should be reflected correctly in the User Dashboard 'How are we doing Today' section.
1 vote -
For users with multi-week availability, can we see Week #1 of the rotation represented on the availability preview calendar?
When I am setting up multi-week availabilities for my users, I can enter the date which I want their rotation to begin in a field but it's hard to see this date reflected on the availbility preview calendar. Is there a way to make this clearer?
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1 vote
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1 vote
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