513 results found
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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 -
Work Summary - Ability to add/edit rostered tasks from this screen
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 -
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 -
Drill down to individual workstreams from Workstream Analysis
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 -
Shift Swap management table
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 -
Historical Pattern Summary - Variance Change the Calculation
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 -
Improve Roster Filters - Coverage
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 -
Realtime Performance Summary - Add 'Variance to Forecast' Metric to Channel and Workstream
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 -
Add a way to easily identify additional hours shifts and whether an agent worked the shift
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 -
Add bulk actions to User Management such as bulk adding & removing tags / templates to Users
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 -
Bulk User Imports
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 -
Allows Rolling Periods for Leave Calendar Thresholds
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 -
Track Time to Subsequent Reply Metric
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 -
Ability for Agents to add a description when they choose a job code in the Zendesk widget
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 edits1 vote
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