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  1. create the ability to have the same shift start time across all workplans for an agent for a roster period

    1 vote

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  2. or to add individual tasks on a roster and save but not edit or move shifts (Possibly Work Summary)

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  3. Can we have a simple short cut on reports that allow us to select YTD without having to manually select the date range ourselves?

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  4. 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.

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  5. 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

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  6. 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)

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  7. 1 vote

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  8. 1 vote

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  9. 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

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  10. 1 vote

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  11. 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 ?

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  12. 1 vote

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  13. 1 vote

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  14. 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 Time

    1 vote

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  15. 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

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  16. 1 vote

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  17. 1 vote

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  18. 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

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  19. 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?

    1 vote

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  20. 1 vote

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