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  1. 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

    2 votes

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    0 comments  ·  Metrics  ·  Admin →
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  2. Ability to allow agents to cancel their own leave requests after they have already been approved. Currently this needs to be done by an admin. Canceling a leave request should generate a notification to the WFM/lead (FYI only).

    1 vote

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  3. Within our organisation, the normal process to adhere to if an individual is to request a period of Annual Leave in excess of 2 weeks is that they need to get approval from an Ops Manager.

    However we have noticed a number of instances where individuals have requested AL above and beyond a 14day stretch which would then auto approve and plan it into roster without getting prior authorisation.

    As a feature request, could something be built which would automatically put any request above any given threshold into pending approval. This would allow us to carry out due diligence checks…

    1 vote

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    Thank 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

  4. We would love to be able to setup a Slack notification that would name agents who are out of adherence based on a specific set threshold (e.g., if an agent is 15 min late to signing in for their shift, or 15 minutes out of adherence during their shift, a Slack notification would name the agents and the time spent out of adherence).

    3 votes

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    Acknowleged  ·  1 comment  ·  Connectors  ·  Admin →
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  5. A LivePerson connector to import chat/messaging data for forecasting purposes and workloads would super helpful. In its current state, we have to import data manually into our forecasts. I realize Playvox QA recently added this integration, but it makes sense for WFM as well.

    1 vote

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    Acknowleged  ·  0 comments  ·  Connectors  ·  Admin →
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  6. It would be quite useful for the option "reset password" to support the character "+" as many emails usually have this symbol in their names.
    For example: juan.ramirez+1@email.com

    When this user tries to reset the password and receives the link to reset, the character + in the email should keep like this: juan.ramirez+1@email.com

    1 vote

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  7. I want to be able to enter leave on the Real Time screen as this is the easiest place to enter partial absent. Currently, you can edit Actual Events, allowing us to enter Rostered leave eliminates the need to move between screens for what should be a simple data entry.

    5 votes

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  8. When user leaves their Playvox WFM page on idly and got timed out, when they resume and try to do something, it immediately brings them to a 404 page

    2 votes

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    0 comments  ·  Others  ·  Admin →
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  9. When an admin adjusts someone's shift in the Manage Roster section, the event such as coaching or meeting moves with the shift. Could we offer a pop up to occur if someone tried to slide a shift with a meeting event on it, to ask if they want to lock the event or move it with the shift?

    7 votes

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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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  10. Allow for mass deletion of shifts rather than having to click the 'x' for each one by one.

    2 votes

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    0 comments  ·  Scheduling  ·  Admin →
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    Thank 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

  11. Having a mobile app for Playvox WFM will put us in line with client needs. This app would be helpful to view schedules, but more importantly to request leave and make schedule requests. The site is accessible via mobile devices, but this would give us an edge. Feedback from one of my clients.

    9 votes

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  12. The ability to manage backlog of email/tickets within the tool and then distribute this as part of the forecast/roster.

    2 votes

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    0 comments  ·  Forecasting  ·  Admin →
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  13. 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 vote

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    1 comment  ·  Scheduling  ·  Admin →
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    Thank 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

  14. 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 votes

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  15. 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

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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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  16. 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

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    0 comments  ·  Others  ·  Admin →
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  17. 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 votes

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    1 comment  ·  Scheduling  ·  Admin →
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  18. 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

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    0 comments  ·  Others  ·  Admin →
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  19. 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

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    0 comments  ·  Metrics  ·  Admin →
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  20. "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

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    1 comment  ·  Reporting  ·  Admin →
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