517 results found
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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 -
Blackout days for Leave Calendars
We would love the option to have "Blackout days" or days that specialists are unable to request time off knowing that we will treat the day as a holiday.
2 votes -
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 -
Workstream Resolution Rate
This is an iteration on the recent 'Group the user metrics by workstream' update. I'd like to be able to report on Resolution rate for individual workstreams:
(Workstream resolutions / Time using Worksteam task status)
1 vote -
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 -
Alerting
Real time notifications to configurable destination (email, Slack, system message, system pop-up) for issues with agent performance.
2 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 -
Display Updated Business Role Name in Time Off Calendar
When updating a Business Role in the Time off Calendar the new name is not automatically updated. You can see it in the drop down, but not on the display name.
1 vote -
Possibility of Customizable Metrics in User Performance Metrics
I'd like to have the ability to create custom metrics in reporting using the existing metrics captured through the connector. e.g. phone time + email time = productive time
Example: “# Handled” (Number of Interactions): in this indicator, the tool allows what should or should not be considered as interaction, even making it possible to establish time intervals between actions for this measurement.
Regarding what we consider Operation productivity, we established that only some specific actions are productive, such as Public Responses and/or Internal Transfers to different levels, as long as the interval of each action is greater than 180s.
9 votes -
Import fixed FTE forecasts for multiple weeks
Currently, the CSV import of a fixed interval FTE forecast only takes in up to a seven day Monday-Sunday period. It would be helpful in our use case (forecasting for work outside of Playvox that does not have a workstream integration) to mass import for multiple weeks at a time.
1 vote
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