511 results found
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Capacity Planner - Ability to create a plan for more than 1 year
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.
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…
3 votes -
Forecast Phones/Chat Workload Based on Historical w/ Fixed Minimum Requirement
The ability to allow the system to generate the FTE requirement for the workloads for Chat and Phone based on historical arrival patterns, but to also have a fixed minimum requirement (ie. 1 or 2) to protect the workstream in the event that there's no requirement to guarantee that the workstream will still have some coverage. It would be helpful to not have the min requirement to be added to the historical forecast when the historical exceeds the min requirement, but only utilize the min when the requirement based on the forecast would fall below the min. required set.
10 votes -
Alert me if there are active user profiles that are not configured properly
User profiles with issues can cause issues with scheduling and leave.
I'd like to have a report or at least an alert that tells me if there are active user profile's with configuration issues (i.e, availabilities don't match contract hours, there's no shift templates or shift templates don't match availabilities) so that I can fix them before there's an issue.
5 votes -
19 votes
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Add Reminders to Save Page
Add reminders to save your work when closing PV WFM or when navigating to another page to notify that you will lose changes if you proceed without saving.
1 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.
2 votesThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
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Working filters for exporting to CSV files
When Leave Request Search is filtered, allow filtered data to be exported to CSV rather than entire report.
Frustrating taking the time to run and search only to have to filter again once exported.
Actually, it would be good for every filtered option in Playvox.2 votesWe will review this item and assess the effort involved.
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Realtime Performance Summary - Gladly Connector Link to ID
Client requesting the ability to add the link to the ID that is similar to our setup with Zendesk in the Performance Summary. However, in this case it would be for the Gladly connector, having a link to the interaction they are working on.
2 votes -
Roster Configuration - Agent search
Allow the ability to search the workplan(s) that an agent is in at the roster configuration page. It is possible that an agent can be on several workplans, so having this functionality will allow for efficiency on this page. Also, when a client has several workplans, it may not be obvious as to the workplans they are a part of. This can help with troubleshooting as to why an agent has the incorrect workload task on their schedule, etc.
2 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.
18 votes -
Add weights as adjustments to forecasts
Our inbound #s are impacted by changes in the overall business that we are aware of ahead of time. Right now we manually generate our forecast based on projected business changes, which is a very time-consuming process.
We'd like to be able to apply changes using our business forecast info to the base Playvox forecast.
1 vote -
Daily service level view in Rosters
We would like to see the aggregated SLA expectation by day in the Roster views. The coverage table shows it by interval, but we would like to view this by day as well.
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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List view of scheduled roster events
Once we create a roster event, we cannot see when individual events are created. We would like to be able to edit the roster event to add/remove/ individuals/entire events in a one-stop shop format.
1 voteThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
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Incorporate shared volume and skilling into SLA projections and scheduling.
When agents are trained on different skills, they handle multiple types of calls at once. Agents are often trained on different groups of skills, so there is no one way to cut workloads that fits all agents.
This causes scheduling to specific tasks to be unreliable when assessing coverage for different lines of business. It also means the SLA projections are often too low because they do not take into account cross-skilling, only the tasks agents are scheduled for.
In the attached image, coverage is quite good, but it looks like SLAs will be at 0% for certain workstreams because…
1 voteThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
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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 -
Schedule Request
Allow the agents the ability to submit a schedule request, similar to a leave request process. Either all or part of a shift.
3 votes -
Historical Patterns Summary | Ability to Export Intraday AFAHT Data
We are able to export the intraday volume graph, the daily historical volume pattern graph, and the intraday historical volume pattern as .csv or .xls. However, the last graph for AFAHT, you cannot export as .csv or .xls. Could we make it possible to do so? Reason being twofold; the other three graphs are exportable, and then this is the only place AFAHT is all encompassing by day and interval.
3 votes -
Agent Schedule Views
Allow the agent schedule views (My Team Schedule, My Team Roster) to be sorted by shift start time, etc. similar to Manage Roster. Allow for business role and tag filtering as well.
1 vote -
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
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