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  1. 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 vote

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    0 comments  ·  Metrics  ·  Admin →
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    Acknowleged  ·  Anonymous responded

    Thank 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

  2. 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 vote

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    0 comments  ·  Scheduling  ·  Admin →
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    Acknowleged  ·  Anonymous responded

    Thank you for raising this concept to the WFM team.

    The Product Owner will review and update accordingly

  3. 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 vote

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    0 comments  ·  Scheduling  ·  Admin →
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    Acknowleged  ·  Anonymous responded

    Thank you for raising this concept to the WFM team.

    The Product Owner will review and update accordingly

  4. 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

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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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  5. 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

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    Acknowleged  ·  1 comment  ·  Scheduling  ·  Admin →
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  6. I'm adding a task to someone's schedule as we need them to do another activity and I've added this before I think but this is a good use case.

    I want to add the task from the work summary but because I cannot edit rostered events from here I need to go into the manage schedule.

    We action a large number of intraday changes and to do this in advance from this screen would be a huge time saver. Is this possible in future releases?

    15 votes

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    Acknowleged  ·  1 comment  ·  Real Time  ·  Admin →
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  7. 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

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    0 comments  ·  Forecasting  ·  Admin →
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  8. 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

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    Acknowleged  ·  1 comment  ·  Others  ·  Admin →
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  9. 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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    Acknowleged  ·  0 comments  ·  Connectors  ·  Admin →
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  10. From the workstream analysis view, allow a drill down from the charts / summaries to allow the workstreams that make up the summarized datapoint

    2 votes

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    Acknowleged  ·  0 comments  ·  Reporting  ·  Admin →
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  11. Ability to automatically auto size the "Requester" column in the "Shift Swap Requests" screen in order to see the full requester name by default.

    2 votes

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    Acknowleged  ·  0 comments  ·  Admin →
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  12. This variance in the above page needs to be adjusted always to the forecast.
    Currently it picks whatever the variance is, high or low and is not a consistent calculation to be used for analysis. Example is that if the forecast exceeds actual, positive. If forecast less than actual, negative.

    1 vote

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    0 comments  ·  Forecasting  ·  Admin →
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  13. While the roster has all the scheduling data, with a large team and many different tasks being scheduled, it can become difficult to consume that information. Adding different ways of consuming this information could help like:
    ● Coverage/capacity view, by different tasks.

    6 votes

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    Prioritized  ·  1 comment  ·  Scheduling  ·  Admin →
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  14. Add 'Variance to Forecast' as a standard metric, alongside GoS and ASA when viewing by channel or workstream; this would include being able to add a target, so that this metric would also show as green or red. Also, it would be great to also see a 'What If' as the KPI for the workstream is pulled in, and being able to adjust it on the spot to see how the staffing and SLA would look with a different KPI.

    4 votes

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    Acknowleged  ·  0 comments  ·  Real Time  ·  Admin →
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  15. I would to be able to easily identify additional hours shifts that an agent has booked on Work Summary, and see if an agent was logged into / working at that time. This could be as simple as a filter to help me narrow down what shifts I am looking at in the timeline.

    2 votes

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    1 comment  ·  Reporting  ·  Admin →
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  16. Can we have the ability to perform multiple bulk actions against a user? Key bulk actions would be:

    Bulk adding tags
    Bulk adding user templates
    Bulk removing user templates


    Bulk adding tags - Request

    We use the Tags. We love that we can now filter by Tags in many features. How difficult it is to have to add a new Tag to 50+ Users - one at a time, and have to do so in a system that does not allow tabbing to the next User? It would be helpful and efficient to have the ability to select groups of…

    9 votes

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  17. For bulk import of users, want to be able to just add to certain columns only, and re-import just the columns needed, not the entire file. This would allow efficiency if the site reads that nothing else changed, just the columns that were re-imported.

    1 vote

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    Acknowleged  ·  1 comment  ·  Others  ·  Admin →
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  18. We would love for the Leave Calendar to update thresholds based on rolling windows. For example, I would like to have the threshold set as "1" for every day in a rolling 60-day period, but 0 for anything outside of that.

    1 vote

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  19. I need to be able to track reply time for subsequent responses, and not just first reply.

    For each workstream, and at an aggregate level I would like to be able to see:
    Average Time to First Reply
    Average Time to Subsequent Reply
    Average Time to reply (average response time regardless of first or subsequent response)

    This information should be available in Workstream Details, Workstream Summary, and Daily Performance Report.

    2 votes

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    Acknowleged  ·  0 comments  ·  Metrics  ·  Admin →
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  20. Agents can add a description when they choose a job code in the Zendesk widget. We want them to be able to add comments to let us know what they are working on.
    For example:
    Agent chooses: "Project"
    Comments: Chat SOP edits

    1 vote

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    Acknowleged  ·  0 comments  ·  Connectors  ·  Admin →
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