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  1. Have the ability to restrict access to the user management page to only the agents in the Groups/Teams you are granted access to
    Also to add an override permission for the Super admins who should be able to see all users (Similar to the override for manage roster)

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  2. We have some existing customer who already run a 4 week roster but with smaller user numbers, running a 4 week roster is not great once you have more than 100 agents involved. We should restrict the current 'Frequency / Duration to generate roster in (Weeks)' drop down (which currently allows up to 8 weeks) to 2 weeks for all new site builds if that is possible.

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    0 comments  ·  Scheduling  ·  Admin →
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  3. Tie this into the leave summary and potentially provide comprehensive insights into:
    - reporting leave taken in relation to thresholds
    - trends surrounding leave thresholds
    - identification of calendars with approvals continuously exceeding threshold limits,
    - monitoring users approving leave beyond the defined thresholds.

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    Acknowleged  ·  0 comments  ·  Leave Management  ·  Admin →
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  4. Systematically track and flag users who repeatedly approve leave requests beyond the defined leave thresholds. This monitoring would ensure that leave management processes remain aligned with organisational policies and resources.

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    Acknowleged  ·  0 comments  ·  Leave Management  ·  Admin →
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  5. Introduce a field or functionality to allow users to establish and uphold limits on the quantity of agents (leave requests) permitted to surpass the defined leave thresholds. Presently, team leaders or managers possess the authority to override the leave thresholds by manually approving leave requests.

    Implementing a mechanism to regulate the count of leave requests that surpass a predefined threshold would be advantageous to customers who have a global workforce with multiple calendars.

    Additionally, integrate tie this feature in to permissions, ensuring that only designated users possess the ability to access and define this capability.

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    Acknowleged  ·  0 comments  ·  Leave Management  ·  Admin →
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  6. This will allow for Shift swapping of RDO shifts that have been generated by a manager - currently these create a leave request and cannot be swapped. RDO is also not classified as Leave, it is a rest day so should be a non-productive task rather than leave.
    This must not impact the ability for the roster to generate RDOs as part of roster generation

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  7. 0 votes

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  8. Could we consider switching the roster access permission to System role e.g. all admins can see this roster, could it be multi-select?

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    0 comments  ·  Scheduling  ·  Admin →
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  9. It would be great to allow a calendar event to be rotated through a selected group of agents. At present you can only do an event rotation using the demand based events which can schedule around breaks and shrinkage tasks. Use case is that I need to create a calendar event for just one person per day for 4 hours but this is not possible as a calendar event cannot overwrite breaks and the schedule rules mean that breaks are added before events so the event a) does not work due to the fact that there is always a shrinkage…

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    0 comments  ·  Scheduling  ·  Admin →
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  10. Example: from Polygroup
    Team A
    Week 1 Phones/Email M,W,F and Back Office Tu,Th
    Week 2 Phones/Email Tu,Th and Back Office M,W,F
    Team B
    Week 1 Phones/Email Tu,Th and Back Office M,W,F
    Week 2 Phones/Email M,W,F and Back Office Tu,Th

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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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  11. We spend a ton of time creating overrides for different workstreams or sets of workstreams. Sometimes we'll be creating overrides different overrides for 12 months, each of which covers 16 workstreams that we have to create over different scenarios, which leads to hundreds of clicks and hours of time. So much time would be saved if we could duplicate scenarios and overrides and then just make the small edits to dates/percentages.

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    Acknowleged  ·  0 comments  ·  Forecasting  ·  Admin →
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  12. Removes the workaround of sending reset links to external system when emails are not active
    Handy: We will have a bunch of new agents coming/going soon. It'd be nice to highlight a bunch of agents and do a batch password reset/schedule template update. Instead of going through them one by one

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  13. Currently a deleted team is not visible in admin and users just see a generic error message if they try to create a team that contains the same name. Engineering is required to reinstate or rename to allow the new team to be created.

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  14. Universally known terminology would be simpler to explain to onboarding customers. Matches majority of CRM and Telephony skills based terminology

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  15. We need an option on the Forecast Configuration UI for users to choose if they want to COMBINE (default) SLA when calculating forecast workstream by workstream, or to not combine.

    The reason we need this is because workstreams can have different SLAs so if you combine / don't combine it changes the staffing requirement noticeably.

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    0 comments  ·  Forecasting  ·  Admin →
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  16. This is not the same as first answer on a ticket, but rather how it takes an agent to publically update a ticket once it has been assigned to them. This assignment can happen at any point during first answer, first resolution or re-opening, etc.

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    Acknowleged  ·  0 comments  ·  Metrics  ·  Admin →
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  17. It would be really helpful if some of the metrics available on Performance Summary could link through to a pre-filtered list on Workstream Details so I can get an understanding of what data is generating the metric.

    For example, I would love to be able to click on the 'Abandoned' metric on Performance Summary and be taken to the Workstream Details page, where a filter is already applied to show me all the abandoned workstreams over the date range I had selected.

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    Acknowleged  ·  0 comments  ·  Reporting  ·  Admin →
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  18. It would be great to be able to see the actual amount of overtime worked vs. the rostered overtime in the Schedule Summary report.

    Right now we can only see the rostered overtime in Schedule Summary

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  19. It would be nice to filter pages like Performance Summary and Leave Summary by location, particularly for location-based teams.

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  20. Playvox WFM doesn't currently flag users who never log into a shift as out of adherence (as it's supposed to be an unplanned absense).

    It would be nice to have the option to flag users who don't login as either out of adherence or have an associated unplanned leave type so it's easy for managers to identify and follow up on in reporting.

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    Under Review  ·  0 comments  ·  Reporting  ·  Admin →
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