492 results found
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Optimise active schedules
Can we please look at introducing the re-optimisation of rosters that includes current active schedules as well as future schedules for the day that have not yet started. Planners want to be able to react to real-time conditions in the Performance Summary Dashboard for example and re-optimise based on that.
1 voteThank you for taking the time to bring this feature request to Playvox.
A Product Owner will review the request for potential inclusion within the backlog / roadmap. Updates will be provided as the feature progresses.
Regards,
The Playvox Team
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Bulk User Imports - Scheduling User Profile Changes
We'd like to be able to schedule changes in bulk by either having the option to schedule a import to "go live" on a certain date OR being able to make a changes to a group of users are the same time and schedule that change to go into effect on a certain date.
This would help us ensure that things like group/team changes, schedules, availabilities, shift templates, roles, etc are done prepped for the change date without having to schedule each agent individually for that change.2 votesHi. It is possible to schedule future changes to a users profile. This allows you to specify a future date that a change will be applied on - and this will be incorporated into future scheduling decisions, as well as being applied at the date / time specified.
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Duration based adherence for tasks
Ability to create a task that the user can use at any time, without affecting the adherence, but with a time limit.
E.g: We have flexible lunchtime, so the users can take their lunchtime whenever they decide, but that lunchtime cannot be more than 1 hour, so when the task goes over 1 hour it starts to affect adherence.
2 votes -
Simplify Help Center log in and open to all users
I am often getting questions about how to log in to the Help Center.The log in process to the Help Center is not intuitive, requiring copy pasting the WFM URL (even if the user comes from Playvox by clicking on Help), then clicking on Log in with SSO (even if the user is already logged in to Playvox).
The process id described here: https://help-wfm.playvox.com/hc/en-us/articles/19348573830419-How-Do-I-Access-the-Help-Center-
At least for users already logged in to Playvox, they should just click on Help and be taken to the Help Center, without additional login.Another issue is that not all users have access to the…
1 vote -
New Metric for Utilisation
Current definition for utilisation is: Actual productive duration / actual paid duration. However, a client would like to see an alternative metric for calculating utilisation: total handle time / actual paid tasks
1 vote -
Automatic shifts transfer when a user changes Team and Roster
Ability to automatically transfer shifts content when a user is transferred to a team belonging to a different roster already generated.
Today the team change is automatically done by the system but we have to cancel all shifts on the old roster and to create all shifts on the new roster (see enclosed document as example).
4 votesThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
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Suggestion for Profile Creation
Could we look at possibly including some kind of message popping up when a new user profile is about to be finalised and created?
We recently had a new starter who shares the same name as an existing user and at the point of creation we didn't have any other info (email address etc) apart from their name.
When it came to creating that new profile it effectively took over that of the existing user and deleted all of their shifts from roster (new agent was hired into a different department) etc.
So the proposal/suggestion would be in these rare…
1 vote -
Slack Alert for Specific User Metrics
Create the ability for Slack Alerts to allow Supervisors and Admins to set alerts that produce insights into which agents are below/above certain metric thresholds.
Today, I am an Admin and I cannot create a Slack notification to tell me what users are below 80% Adherence throughout the day.
Attaching support thread where this was discussed.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."
2 votes -
customize timeframe for agent dashboard metrics
Ability to customize what timeframe is used to calculate agent or team metrics in the My Team Metrics/My Metrics/How are we doing today? sections of the agent dashboard (ie. week to date vs current day)
4 votes -
Individual task view in Schedule Coverage Chart
When looking at the Schedule Coverage Chart in the Manage Roster, you are only able to view multiple tasks as a combined view of the coverage for both tasks. We would like to see a separation between the task coverage if there are multiple selected. This way we can view the impact to changes within the roster individually for each task without having to switch between them.
1 voteThank you for taking the time to bring this feature request to Playvox.
A Product Owner will review the request for potential inclusion within the backlog / roadmap. Updates will be provided as the feature progresses.
Regards,
The Playvox Team
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Realtime Performance Summary Zendesk Ticket Link | Consider Prefix
In the Performance Summary section, when a client has a prefix on their Zendesk instance, the link to view the ticket does not go through. You are not able to view the ticket in Zendesk.
1 vote -
New area for visibility to view/edit/compare shrinkage at a 15/30 minute interval
Requested by The Farmers Dog 2nd Nov 2023
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!
3 votes -
Google Calendar Improvement
GCalendar Syncing with Playvox: If a Roster is generated and deleted, this runs the risk of created duplicate schedule imports into Associate Google Calendars where the deleted roster is not manageble by Playvox or WFM.
1 vote -
Manage Roster | User Shift Table - Option to display 'Shift Colour' by Location
When viewing the Manage Rosters page, it would be great to have the 'Shift Colour Type' reflecting each agent's location in the 'User Shifts' table.
1 voteThank you for taking the time to bring this feature request to Playvox.
A Product Owner will review the request for potential inclusion within the backlog / roadmap. Updates will be provided as the feature progresses.
Regards,
The Playvox Team
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Show detailed information for PTO/NCNS in User Shift Tab and linked to the Actual Schedule
It would be very useful to see the detailed information for PTO/NCNS in [User Shift Tab] and whose details are linked and shown to the Actual Schedule in order to match the data visualisation to analize users and shift leaves easily.
1 voteThank you for taking the time to bring this feature request to Playvox.
A Product Owner will review the request for potential inclusion within the backlog / roadmap. Updates will be provided as the feature progresses.
Regards,
The Playvox Team
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Work Summary - Filter by Currently Working Agents
Allow the work summary view to be filtered by the users that are currently working.
This would allow the work summary view to be further filtered to only show users whose shifts are in-progress - or will commence within a specified number of hours. The users that are filtered would be updated as time progresses - so users whose shift have ended would drop out, and users about to start would come into view.
2 votesPlanned for inclusion in Work Summary improvements
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Calendar CSV upload
We would like the ability to upload a CSV document for each Calendar Leave configuration. This would allow us to update leave allotments much more quickly and also also us to zero out all of the holidays.
1 vote -
Show details about scheduled updates in user profile
When scheduling a user profile change, the user profile will show a notification of the scheduled update that only displays:
- the effective date
- section of the user profile affected
- user and timestamp of the change submissionDetails about the change (old and new values for each field) are not being displayed.
In case additional changes are needed, one might want to first understand what the user profile will look like after the effective date of the scheduled change; this is not currently possible.
The user profile scheduled update is only marginally useful without having visibility to what…
1 vote
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