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  1. add a flag or pop up to alert the editor to that fact so they know they need to replace the break

    1 vote

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    Prioritized  ·  0 comments  ·  Scheduling  ·  Admin →
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  2. Have an option to 'pin' the columns to the top of the Daily Performance Metrics table, so I don't get lost when scrolling through the table.

    Make the export button for the table more noticeable.

    Add the column Rostered FTE Vs. Forecast FTE (for when I'm looking at the report in advance)

    Add the column Actual FTE Vs. Forecast FTE (for when I'm doing an after the fact review of how they did on that day)

    1 vote

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  3. Can we make user tags a dropdown / selectable list or display available tags when you start typing? This is for reports and the user profile.

    1 vote

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  4. When adding out of adherence exceptions, the update task option is available.

    Updating a task via out of adherence blocks allows you to change the actual tasks of an agent to match the rostered tasks to eliminate the out of adherence period.

    Adding an adherence exception allows you to excuse an out of adherence period for a user without changing their actual tasks.

    These two functionalities are different and should be seperate to avoid confusion.

    1 vote

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    Under Review  ·  0 comments  ·  Real Time  ·  Admin →
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  5. Want to be able to edit at the task level in this page and update all breaks for each day and Save. Currently no save button on this page

    1 vote

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  6. must be able to set the pay period based on the roster so some kind of config on the roster page is required too

    1 vote

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  7. as its very difficult to see if anything has changed? or highlighting in the roster what has moved?

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  8. Shrinkage applied at the workplan level should be taken into account when optimising for lunch and breaks. But instead it is ignored and safeguards that have been put in place to reduce impact to SLA are removed which is causing significant manual work.

    0 votes

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  9. Business metrics available on the Playvox landing page after login are based on Team.

    A user must currently be a member of a team for the team’s configured Business Metrics to display to them.

    This improvement requests that Business Metrics configured for a Team also appear for the team leader and the team manager.

    0 votes

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    0 comments  ·  Metrics  ·  Admin →
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  10. Clear review of over/understaffing forecasted / The ability to export Forecasted HC vs Required HC at different intervals instead of just 15 mins (i.e. 30 min, hourly, daily, etc)

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    0 comments  ·  Forecasting  ·  Admin →
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  11. It would be great if we could see accurate team information when drilling down into User / Date in the report.

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  12. 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.

    0 votes

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    0 comments  ·  Scheduling  ·  Admin →
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    Acknowleged  ·  Anonymous responded

    Thank you for raising this concept to the WFM team.

    The Product Owner will review and update accordingly

  13. 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.

    0 votes

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    Acknowleged  ·  0 comments  ·  Leave Management  ·  Admin →
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  14. 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.

    0 votes

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    Acknowleged  ·  0 comments  ·  Leave Management  ·  Admin →
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  15. 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.

    0 votes

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    Acknowleged  ·  0 comments  ·  Leave Management  ·  Admin →
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  16. 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

    0 votes

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

    0 votes

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    0 comments  ·  Scheduling  ·  Admin →
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    Acknowleged  ·  Anonymous responded

    Thank you for raising this concept to the WFM team.

    The Product Owner will review and update accordingly

  18. 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

    0 votes

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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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  19. 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

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    Acknowleged  ·  0 comments  ·  Forecasting  ·  Admin →
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  20. 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

    0 votes

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