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  1. 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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  2. 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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  3. 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.

    3 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,

  4. 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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    Started  ·  0 comments  ·  Scheduling  ·  Admin →
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  5. 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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  6. 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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  7. Have the ability to create a capacity plan for more than one year, E.g for FY24 (from October 23 to September 24).

    Today we need to do that manually as we can create a plan only for the next 12 months.

    3 votes

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    Acknowleged  ·  0 comments  ·  Planner  ·  Admin →
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  8. While manually editing the roster you can currently filter by name, team, business role, user location and user tag which is really useful, but it would improve the experience so much more if there was also the option to exclude certain users.

    ie. filter by 'Team A', exclude 'Business Role 1'

    1 vote

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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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  9. Would like the Playvox widget in Zendesk to restrict ticket tabs to allow only one ticket at a time to be open. Also would like the widget to continually track AHT and not allow agents to be in a ticket status without a ticket open.

    2 votes

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    Acknowleged  ·  0 comments  ·  Forecasting  ·  Admin →
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  10. Create a feature where on demand events (coachings/trainings) can be scheduled around an event participant's schedule (ie. Leaders/Trainers).

    2 votes

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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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  11. 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.

    2 votes

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  12. Ability to track workload whenever a ticket is assigned to certain group on Zendesk.
    - # tickets in workload
    - Arrival patterns and volume forecasts
    - HC Forecasts
    - AHT based on Workload.
    - Time to response after ticket was assigned to the group.

    2 votes

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    0 comments  ·  Reporting  ·  Admin →
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  13. Currently Email Avg. Touch Time or Avg. Touch Time is not available to add under the Group Metric Configuration to be able to display to agents and or managers. Please add this option in the drop down list so agents can see their average time spent on emails/tickets.

    1 vote

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  14. Adding real time monitoring capabilities that work at the task levels we actually use (Email/Chat and Email/Voice) so we can conduct root cause analysis more easily should SLAs slip - Request to have it Hourly in addition to daily.

    2 votes

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    Acknowleged  ·  0 comments  ·  Real Time  ·  Admin →
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  15. 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.

    5 votes

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  16. Handle Rate is not a static metric as it's based on unique tickets handled in the selected timeframe, so the Handle Rate an agent sees daily on their dashboard will not equal what is reported in our EOW report. This has caused a lot of frustration in our agents' abilities to stay on top of achieving their performance metric goals, since their EOW Handle Rates are typically much lower than what they see daily.

    As such, we'd love to see the introduction of Total Interactions (right now only available per workstream) and Interactions Rate, available on the User Performance…

    1 vote

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    1 comment  ·  Metrics  ·  Admin →
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  17. When using the leave google cal integration, have the ability to just see a note in the upper area of the google calendar (not populate all the hours the agent is out of office). Right now, for full or partial day leave it blocks all of the hours that an agent would be on leave. If using this for a group of agents it could get very busy and hard to read. Attaching screenshot for better explanation.

    1 vote

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    Acknowleged  ·  0 comments  ·  Connectors  ·  Admin →
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  18. Would like to see columns for Totals of each category (ie. Total Paid Shrinkage) and the breakdown of selected categories (Ie. Shrinkage - Break, Shrinkage - Meeting) together in the report. Rather than either or

    1 vote

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    1 comment  ·  Reporting  ·  Admin →
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  19. Once a new recurring event is added to a roster config, the ability to add those events to already generated rosters without re-generating the roster (ie. with the optimize roster button). Currently you have to add each event individually even when they are in the roster, or regenerate and completely lose any manual changes you've made to a roster

    1 vote

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    0 comments  ·  Scheduling  ·  Admin →
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    Prioritized  ·  Anonymous responded

    This item is being prioritised for development.


    We are beginning planning and will provide further updates as we understand when this item can be actioned. 

  20. We're in the process of pulling together the logistics of being able to generate and publish our rosters for the remainder of the year.

    However given the size of our main roster, it does take between 45/55mins to generate one and sometimes results in it timing out.

    As a potential future feature, we would love to see a Roster Generation queuing function built in to enable us to stack all the rosters we wish to generate. We'd then have them begin generating at a defined point in time (end of day/working week) so they can effectively generate in the background…

    3 votes

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    Under Review  ·  0 comments  ·  Scheduling  ·  Admin →
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