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

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  2. 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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  3. 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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  4. 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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  5. 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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  6. It would be nice to filter pages like Performance Summary and Leave Summary by location, particularly for location-based teams.

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  7. 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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  8. 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

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  9. The names suggested are:

    1. Updated time --
      This is the timestamp of the service request's last update. We can use this to help determine effort by filtering.

    2. 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.

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