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  1. Allow you to configure which historical days, weeks, months you want to use for forecasting the arrival patterns rather than the last 6 weeks. Also allowing a combination of these options to be used. ie. Thanksgiving week 2022 can be used for Thanksgiving week 2023. Or rather than a week since the day can move, Christmas Eve 2022 (Saturday) can be pulled in for just this coming Christmas 2023 (Sunday) arrival pattern. This would reduce the need to create custom intraday profiles via csv import.

    1 vote

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    Acknowleged  ·  0 comments  ·  Forecasting  ·  Admin →
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  2. 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.

    4 votes

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    2 comments  ·  Metrics  ·  Admin →
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    Hi,


    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,

  3. As an adm user of this platform, I would like to propose the addition of language options, specifically for Portuguese and/or Brazilian Portuguese. While the administrators and stakeholders may not face difficulties due to language barriers, a significant portion of our user base consists of consultants/agents or leaders who rely on Google Translate to navigate the platform.

    Unfortunately, this often leads to inconsistent and inaccurate translations, which can result in misunderstandings and hinder their overall experience.

    3 votes

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  4. Allow a two way sync or reverse sync option for clients when it comes to Workday. Sending leave from Workday to Playvox is a great option as part of change management ease when introducing Playvox. This would allow agents to keep the same process of adding leave, but still feed into the Playvox site for scheduling management, leave calendars, etc. Many wins with this feature request.

    2 votes

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    Acknowleged  ·  0 comments  ·  Connectors  ·  Admin →
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  5. Ability to revert to any previously published shift from changelog

    2 votes

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    0 comments  ·  Scheduling  ·  Admin →
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  6. Instead of syncing after every leave request, have 1 sync or a hard-coded balance that leave requests are taken from within the system. This is to avoid situations of duplicated or mismatching balances between playvox & Bamboo HR

    4 votes

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  7. When a Plan is created for several months it will be helpful to have the ability to export all data at once, in a single spreadsheet. Today we need to export month by month and then merge the data.

    4 votes

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    Acknowleged  ·  0 comments  ·  Planner  ·  Admin →
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  8. View peer team should be via system role permissions rather than the team level. This is necessary for larger groups. There could be a default state to not allow and override at a time level if it's not overridden by the system role permissions.

    1 vote

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  9. Real time notifications to configurable destination (email, Slack, system message, system pop-up) for issues with agent performance.

    1 vote

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    0 comments  ·  Others  ·  Admin →
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  10. 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

    3 votes

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    0 comments  ·  Planner  ·  Admin →
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  11. We'd like to be able to make changes to agent ticket data in the case that incorrect data was gathered. For example, if an agent leaves a ticket open for hours beyond when they are done working on it, we'd like to be able to cut that time off or tag it somehow as unproductive.

    This issue mainly impacts our occupancy metric, because agents leaving tickets open for extra time can mean everyone has much higher occupancy than is accurate.

    2 votes

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    0 comments  ·  Metrics  ·  Admin →
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  12. Save current grid settings - enable feature for all reports, including Schedule Task Details (button exists but does not work)

    3 votes

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    0 comments  ·  Reporting  ·  Admin →
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  13. We would like the ability to export the roster timeline data in a spreadsheet, in a format similar to the one attached.
    This would help when we are planning coverage for some special events, when for few days a lot of agents will be unavailable or working different hours than usual. This involves scenario planning, where we are experimenting with various options (number of people unavailable, shifted availability) until we settle on the final solution. Having a scenario planning feature would be ideal, but until then just the capability to export the roster data in a spreadsheet would help.

    1 vote

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    0 comments  ·  Reporting  ·  Admin →
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  14. On the schedule summary page, it would be ideal to show the Rostered and Actual next to each other in the Data Table. I would like to compare what was scheduled versus what happened without toggling between.

    1 vote

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    0 comments  ·  Reporting  ·  Admin →
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  15. The user list is limited in how it can be filtered or what metadata can be added to users. We are now using Tags to capture additional information, however this can quickly become messy.
    It would be nice to be able to add custom fields to user profiles.

    2 votes

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  16. In the current implementation, when a leave request is cancelled, the leave task is removed from the roster without restoring the tasks that were there before the leave was cancelled. This results in the person not being scheduled at all for that day.

    Cancelling a leave request should result in restoring the tasks to whatever they were before the leave was added, or to what they would be if the roster was generated (in case the leave already existed at the time of the oyster generation).

    17 votes

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  17. 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.

    5 votes

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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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  18. Display volume trend as a percentage in the Realtime Performance Dashboard report (ie. ^5% or) so you can see if you are trending high or low at a glance.

    2 votes

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    Acknowleged  ·  0 comments  ·  Real Time  ·  Admin →
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  19. We are using Special Days in Leave Calendars to configure holidays by countries/regions. There are countries that have partial day holidays, i.e. the holiday starts only after 2pm.
    Currently Special Days only allow to associate a start and end date, but there are no hours attached to it. We are forced to manually add leave requests for people that celebrate these partial day holidays, but at scale it is difficult to track because new hires are onboarded all the time in different countries.
    To solve this problem, it would be helpful to be able to add hours to a Special…

    1 vote

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  20. Allowing for easier date selection when you are toggling back months or even years to be able to quickly select the month and year vs having to toggle dozens of months forwards or backwards.

    1 vote

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    Acknowleged  ·  1 comment  ·  Others  ·  Admin →
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