426 results found
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Snap forecast to the top of the page
To make it easier to view the forecast when working within the rosters it would be helpful if it stayed at the top and you can scroll the rosters and see the forecast at the same time, instead of scrolling up and down constantly while moving tasks to adhere to the forecast needs
1 vote -
Add hours to Special Days, to be able to configure partial day holidays
We are using Special Days in Leave Calendars to configure holidays by countries/regions. There are countries that have partial day holidays, i.e. the holiday starts only after 2pm.
Currently Special Days only allow to associate a start and end date, but there are no hours attached to it. We are forced to manually add leave requests for people that celebrate these partial day holidays, but at scale it is difficult to track because new hires are onboarded all the time in different countries.
To solve this problem, it would be helpful to be able to add hours to a Special…1 vote -
playvox ID
Need all users to have a Playvox ID.
The reporting in Playvox needs to include a User ID that is unique to each user and available on all user reports.
For instance, when I pull the User Performance Metrics, the only User info is their full name in one excel box.
but, when i pull the Schedule Task Details...i get the user name in 2 boxes (first/last) and also now i have their email address.
So when i export these 2 reports to excel i have to manually combine names rather than having a unique ID that i can easily…1 vote -
option to filter out specific users/groups/teams
While manually editing the roster you can currently filter by name, team, business role, user location and user tag which is really useful, but it would improve the experience so much more if there was also the option to exclude certain users.
ie. filter by 'Team A', exclude 'Business Role 1'
1 vote -
Intraday User Performance Metrics
"I would like to have the option to track my agents' results every hour of the day, instead of just seeing the day as a whole. What I want is to check how the results are performing in each specific hour."
1 vote -
Event Participant
Create a feature where on demand events (coachings/trainings) can be scheduled around an event participant's schedule (ie. Leaders/Trainers).
2 votes -
Workload Mapping using zendesk group assignment
Ability to track workload whenever a ticket is assigned to certain group on Zendesk.
- # tickets in workload
- Arrival patterns and volume forecasts
- HC Forecasts
- AHT based on Workload.
- Time to response after ticket was assigned to the group.2 votes -
Ability to import or manually update agent Leave allocations (ie. Annual Leave)
For clients with no HR connector
4 votes -
Add Email Avg. Touch Time to the Group Metric Config.
Currently Email Avg. Touch Time or Avg. Touch Time is not available to add under the Group Metric Configuration to be able to display to agents and or managers. Please add this option in the drop down list so agents can see their average time spent on emails/tickets.
1 vote -
Capacity Planner - Ability to Filter by Different Periods of Time
Staffing view - ability to have users of planner choose to see how the staffing is viewed. For instance, filter options above the table to show:
Day/Week/Month/QTD/Year/Custom
2 votesThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
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Ability to streamline the leave with google calendar integration
When using the leave google cal integration, have the ability to just see a note in the upper area of the google calendar (not populate all the hours the agent is out of office). Right now, for full or partial day leave it blocks all of the hours that an agent would be on leave. If using this for a group of agents it could get very busy and hard to read. Attaching screenshot for better explanation.
1 vote -
User Profile: Timezone by City Not Country When Typing
When we are in the user profile and 'User Details' section and would like to change the timezone, typing in a few letters brings you to the country first, instead of the city.
Example: Type in MAN should take you to Asia/Manila; instead, it takes you to MET, basically the country name. We need it to read the city name.
On the video, I type 'chi' and it pulls up Chile, instead of Chicago. Not sure when this changed, but it always pulled up the city, not the country.
Attaching a quick zoom for a demo!
1 vote -
Historical Pattern Summary - Ability to select day of week when looking at multiple weeks
When I'm looking at multiple weeks at a time I'd like to be able to filter down to day of week. For example if I'm analyzing the last four weeks but only want to see the last four Mondays side by side. A day of week filter option would allow me to do this.
2 votes -
Roster Generation Queue Feature
We're in the process of pulling together the logistics of being able to generate and publish our rosters for the remainder of the year.
However given the size of our main roster, it does take between 45/55mins to generate one and sometimes results in it timing out.
As a potential future feature, we would love to see a Roster Generation queuing function built in to enable us to stack all the rosters we wish to generate. We'd then have them begin generating at a defined point in time (end of day/working week) so they can effectively generate in the background…
3 votes -
Manage Roster - Shrink visually disappears on the graph when selecting a specific task
Shrink is visible on the coverage graph when no task is selected. However, when a workload task is selected, we do not see the shrink for that particular task. It is calculated in the effective roster number, however clients want to see the shrink by interval, even when selecting a specific task.
1 vote -
Workday Integration - ability to feed leave from Workday into Playvox
Allow a two way sync or reverse sync option for clients when it comes to Workday. Sending leave from Workday to Playvox is a great option as part of change management ease when introducing Playvox. This would allow agents to keep the same process of adding leave, but still feed into the Playvox site for scheduling management, leave calendars, etc. Many wins with this feature request.
1 vote -
hyperlinks in task comment
Enable hyperlinks in task comments so meeting links etc are clickable from Zendesk connector
1 vote -
Retroactively make changes to agent workflow
We'd like to be able to make changes to agent ticket data in the case that incorrect data was gathered. For example, if an agent leaves a ticket open for hours beyond when they are done working on it, we'd like to be able to cut that time off or tag it somehow as unproductive.
This issue mainly impacts our occupancy metric, because agents leaving tickets open for extra time can mean everyone has much higher occupancy than is accurate.
1 vote -
Cap Additional Hours by user by day or week
Add functionality to restrict Additional Hours to cap the user on total rostered hours each day. For instance, if the agent has an 8 hour shift already and WFM posts OT allowing for up to 8 hour max (max of 8 intended for users who don't already have a shift for the day) to limit the user to only picking up 4 hours so they get capped at 12 total hours per day.
6 votesThis item has begun development.
Please keep an eye out for further information via release communications
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Add custom fields to user profiles
The user list is limited in how it can be filtered or what metadata can be added to users. We are now using Tags to capture additional information, however this can quickly become messy.
It would be nice to be able to add custom fields to user profiles.1 vote
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