426 results found
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Google
External events in Gcal to update to published roster without regenerating in realtime
1 vote -
New Shift Template - Make It Obvious Need to Add to the Roster Configuration
When you create a shift template and attach users, the client thinks that this is all that needs to be done to create a schedule. In fact, one big piece is left and it isn't intuitive that it needs to be done. We need to somehow notify clients once they create a shift template that they need to add it to the roster configuration that houses the agents tied to that shift template. Today, there isn't any link other than troubleshooting that is advised to them by their onboarding manager or consultant.
2 votes -
Who's Away Section on Dashboard
Have the ability to configure the dashboard by team, role, or both to turn the Who's Away section on or off.
4 votes -
Enable shift swap for a task
Currently swapping is enabled only at the shift level (full day).
As we are doing scheduling at the task level there is a need to have swaps done at this level, as often people swapping have different roles as it relates to the other tasks on their schedule (the ones they are not swapping).7 votes -
Customize when Salesforce Log Errors occur during escalations
In our current setup, we escalate cases to other departments that don't utilize Playvox's WFM. Whenever those escalations occur, a log error happens since it doesn't recognize who it's going to. It would be great if we could tell the connector not to recognize these as errors.
1 vote -
Add Email Column Option to User Performance Metrics
Currently email is not a column option for User Performance Metric, which makes it difficult for us to aggregate data between different sources (ZD and PV mainly) where the names might be spelled slightly differently or formatted differently.
2 votesHi,
Thank you for raising this enhancement with us.
I'm excited to let you know that we have planned to deliver this particular request with our upcoming redesign of User Performance Metrics.
In the redesign, details such as a user's email, location, business roles and tags will be visible and filterable within the table.
The redesign is target for release in late Q2 - early Q3,
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Approved shift swap details
As a manager I need to see shift swap details after approval. Today after approval the shift swap details are empty.
We need the ability consult shift swaps history details to understand what happened in the past.
2 votes -
Leave and shift swap email notifications improvement on Manager side
Given that actually we can only setup one user as Team Manager and all leave and shift swap email notifications are concerned it will be great to introduce these improvements:
Have the ability to setup multiple users as Team Manager (e.g. 2 leaders managing the same team)
Have the ability to associate leave notifications to a Manager only if a specific leave type code is selected (e.g. Manager A will receive notifications only if leave type codes AA,BB,CC are included in the request) or to choose which type of notifications will be received (e.g. Manager B will only receive shift…
2 votes -
Historical Pattern Summary - Variance Change the Calculation
This variance in the above page needs to be adjusted always to the forecast.
Currently it picks whatever the variance is, high or low and is not a consistent calculation to be used for analysis. Example is that if the forecast exceeds actual, positive. If forecast less than actual, negative.1 vote -
Leave Request | Change the Leave Type When in Submitted or Approved Status
Ability to change the leave type as agent or admin when in submitted or approved status. Currently can change to full day or partial, but we would like to see the leave type as editable too.
3 votesRequires more general discovery around "Modifying approved leave"
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Schedule Task Analysis Report Export
Schedule Task Analysis - When you export the bar graph for adherence percentages, dates where agents did not have any actuals are showing as 100%. These should be left out of the report.
1 vote -
Configure Company Start of Year
create a feature that allows for start of year to be configured for leave balance reporting, etc. to fiscal year vs. calendar
1 vote -
12 votes
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Bulk User Imports
For bulk import of users, want to be able to just add to certain columns only, and re-import just the columns needed, not the entire file. This would allow efficiency if the site reads that nothing else changed, just the columns that were re-imported.
1 vote -
Allows Rolling Periods for Leave Calendar Thresholds
We would love for the Leave Calendar to update thresholds based on rolling windows. For example, I would like to have the threshold set as "1" for every day in a rolling 60-day period, but 0 for anything outside of that.
1 vote -
Track Time to Subsequent Reply Metric
I need to be able to track reply time for subsequent responses, and not just first reply.
For each workstream, and at an aggregate level I would like to be able to see:
Average Time to First Reply
Average Time to Subsequent Reply
Average Time to reply (average response time regardless of first or subsequent response)This information should be available in Workstream Details, Workstream Summary, and Daily Performance Report.
2 votes -
Ability for Agents to add a description when they choose a job code in the Zendesk widget
Agents can add a description when they choose a job code in the Zendesk widget. We want them to be able to add comments to let us know what they are working on.
For example:
Agent chooses: "Project"
Comments: Chat SOP edits1 vote -
roster lock feature
As we start to utilize Playvox, we would love to see the ability to lock a roster period so one cannot accidentally re-run the roster and lose all adjustments done to that period.
1 vote -
Allow Roster to display in local time zone
Currently, the Roster displays in only one time zone, which is selected within the Roster. It would be much more user-friendly if agents, team leads, and others could see it in their local time zone.
6 votes -
Ability for administrator to log in as / impersonate an agent
This will help us to troubleshoot issues and provide support internally without having to engage with Playvox Support.
12 votes
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