495 results found
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Events: Calendar events must apply to all selected agents
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…
0 votesThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
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Fixed rotation - By Workload and Shift template
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,Th0 votes -
Clone Scenarios on Manage Forecast page
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.
0 votes -
Reset Passwords directly in the user profiles
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 one0 votes -
Ability to see, edit and reinstate deleted teams
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.
0 votes -
Rename Business Role to Agent Skill
Universally known terminology would be simpler to explain to onboarding customers. Matches majority of CRM and Telephony skills based terminology
0 votes -
Add option to combine / not combine SLA on Forecast Configuration UI.
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.
0 votes -
New metrics to track an agent's first response after a ticket is assigned to them
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.
0 votes -
Drill down from Performance Summary into Workstream Details
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.
0 votes -
Overtime Reporting, Schedule Summary - enhance graphs to show Rostered vs. Actual when available i.e. for previously worked periods
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
0 votes -
Add user location as a filter to reporting pages
It would be nice to filter pages like Performance Summary and Leave Summary by location, particularly for location-based teams.
0 votes -
Flag users who don't log into their shift as Out of Adherence
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.
0 votes -
Track workstream assignments in Reporting
Add insights to Playvox WFM that allow us to see:
When a workstream was assigned to a particular group / queue
How many workstreams are assigned to a particular group / queue
When a workstream was first updated / the average time it takes for a workstream to receive its first update after it was assigned to a particular group / queue
When a workstream had its first public reply posted / the average time it takes for a workstream to have its first public reply posted after it was assigned to a particular group / queue
0 votes -
Report on the Offered vs. Taken additional hours published on a roster
Feature request for a report that shows how many additional hours have been offered vs. how many have been taken over a date range (and roster).
The only place you can get this information at the moment is in the Add. Hours tab on Manage Roster.
0 votes -
Add additional columns to Workstream Details to track updated / created information
The names suggested are:
Updated time --
This is the timestamp of the service request's last update. We can use this to help determine effort by filtering.Created by --
This is the name of the agent who initially raised the service request on behalf of the customer. If a request is raised by a customer themselves, the field would be blank or a static value (such as 'Customer').
Both columns would need to be filterable.
0 votes
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