517 results found
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Total time to resolution
We would like to see Total time to resolution for zendesk tickets .
That is time from creation of ticket to final resolution. Not just handle time.
4 votesDevelopment is in progress, and will be available initially on workstream details and workstream analysis.
Total Time to resolution will be calculated at the time the workstream is closed.
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Modify Filter to Allow for Copy/Paste in Manage Roster > Copy/Clone Shifts
"because right now we have either to scroll down the menu to find the agent or type each name in the search box, but when we have to select multiple agents it becomes difficult to do especially if there's an error then we have to do it multiple times.
So the idea would be to have a copy paste box where we paste the names and that selection of names is the one that we would use as target for the cloning.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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Update Manage Roster Filter Criteria
Allow filter options in the Manage Roster timeline tab to exclude users that don't meet ALL of the criteria. ie. English Calls and English Chat to show only those that have both roles not anyone that has either or. Currently this filter would reflect anyone that has the English Calls role and anyone that has the English Chat role but it would be helpful to filter for only those that have both.
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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Opt in Hours Available Timeslot
A button or just a field that we can set the number of slots that will apply for the whole day/week instead of manually filling up every interval
Reason -> OTs are usually open for the whole day hence doing this is a tedious job
2 votesThis item is being prioritised for development.
We are beginning planning and will provide further updates as we understand when this item can be actioned.
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Ability to add a minimum FTE requirement & Shrinkage for a workstream as a scenario
Extend the current scenario functionality to allow you to select a minimum FTE requirements either for all coverage hours or between specific business hours. In addition, the ability to program shrinkage % in the workstream scenario to ensure that coverage is always x% over the minimum requirement - currently this is programmed at the workplan level
1 vote -
Add Time Off - outside of 15 minute intervals
When entering time off, can we have the ability to add times outside of 15-minute intervals? Currently, if someone is say 20 minutes late, we have to submit the time off in the leave requests using a 15-minute interval and then go into the roster and update the time. It would be better if we were able to do this in one step instead of two.
6 votes -
Linking new shift IDs to agents after published roster - no adherence/occupancy
When a shift is removed from the roster management page (sometimes in error), the all associated data is wiped out. From what I understand, "actuals and occupancy are tied to the shift ID, which is a unique ID generated by the application during roster generation." Once an agent's scheduled is mistakenly deleted the agent's schedule and shift ID are removed along with all the metric that were attached to it. When we add a schedule back to the agent, the new shift ID is created but does not marry the metrics already in process or recorded.
This affects the agent's…
2 votesThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
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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
4 votesThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
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keyboard shortcuts
To have keyboard shortcuts enabled, for copy, paste, delete and other shortcuts for scheduling events
1 voteThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
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Ability to import or manually update agent Leave allocations (ie. Annual Leave)
For clients with no HR connector
6 votesWe will look to tackle this early next year.
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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 -
Schedule Only on Predefined Intervals
In the shift template, add the ability to define what intervals shifts can start at. For example, shift can start between 7am and 12pm, but only on the hour (so at 7, 8, 9, 10. etc) or only at the half hour (so only at 7, 7:30, 8, 8:30, etc).
Currently, this can only be achieved by making different shift templates for each hour start time, which 1) is cumbersome and 2) means that only the first priority shift template is rostered to. For example, if I have different shift templates for 8, 9, 10, and 11am start times, and…
1 vote -
Skipped Interactions | Ticket ID with Agent who skipped.
We can already know how many interactions where skipped by which agent.
But we want to know more details.
We would like to know how many interactions skipped 'x' agent, and when we click on the number we can see which interactions did playvox capture and at what time.
This would help to coach the agents.
3 votes -
Opt in hours- Open date and Closed date
Have the ability to open and close an Opt In period so that agents would have a week to opt in to slots but then the ability to say the opt in period is now closed.
1 voteThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
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Opt In Hours- Ability to Bulk Select
Looking for the ability to "bulk select" slots for opt in hours or select a certain slots every week (if roster is set to a generate for more than one week).
1 voteThis item is being prioritised for development.
We are beginning planning and will provide further updates as we understand when this item can be actioned.
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Graduated nesting in capacity planner
Graduated nesting - An idea to build on our current nesting' period in Cap Planner - The ability for Playvox WFM to automatically know that somebody with 50% proficiency is effectively 0.5 FTE until they are competent/proficient in a skill. It would be nice to be able to set dates against it to so for example, am agent is 50% 'effective' for 1 week, 75% 'effective' for the next 4 weeks etc; and then agent is 100% 'effective.
1 vote -
Expose Recent Volume Trends in Forecast Configuration
Display volume trends as a percent in the Forecast configuration that can be edited if preferred. For instance, it's showing ^5% as the recent trend it's using to calculate the upcoming forecasts, the client can choose to keep that or can edit it to something else they would like to use for the upcoming forecast.
3 votes -
Apply Pay Categories to Shift Templates
This is a 24 x 7 operation. They have a number of shifts that run across midnight e.g. 10pm-6am, midnight-8am etc; They are wanting to apply pay categories accordingly and automatically. We do not tie shifts to overtime today, it's tasks only and is done in 'manage roster' through additional hours or added manually. Could we potentially look at adding these at the shift template level and then set those overnight agents to their own template?
1 voteThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
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add end dates to roster events
Right now when you add events in the roster config feature, you cannot set an end date. If I have a recurring event that will happen for just a week or a month, I would like to set it for only that week/month. As it is, I have to create the event, set it to start on the start date, and then delete it after all rosters are generated with it (and hope I don't have to regen). Alternatively, I can create separate events for each date, but this is very time consuming and leaves a lot of room for…
1 voteThis item is being prioritised for development.
We are beginning planning and will provide further updates as we understand when this item can be actioned.
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Cannot add business roles to roster policies for agents that will go live in future
On the roster configuration page, when you are adding a policy, you cannot add business roles that are associated with team members who are not yet active.
For example, I have 2 teams on a roster: 1 is working chat, 1 is working voice. They are on different workloads, and they are starting at different times. The chat group is starting next week. Their team is added to the roster and their users are in PV with next week start dates, but I cannot add the Chat business role to the policy for chat in the roster config because they…
1 voteThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
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