517 results found
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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 -
Allow workstreams to track Salesforce Opportunities
We can only currently track workstream details of individual cases in Salesforce, but some of our tasks utilize Opportunities instead.
1 vote -
Stella Connect Integration - Feature Request Add Additional Question Field
Stella Connect has an additional question field that clients can add for additional data retrieval. Can we add this additional question field to our integration, to allow the clients to turn this on? Screenshot attached with current view of the Stella Connect integration.
1 vote -
Make it easier to re-run the forecast
Currently, to re-run the forecast after a change is made you have to click Edit > Set Last Run Timestamp, then save workstream configuration, then fully leave the Forecast section and come back after 5-10 minutes. It would be nice if there was a straightforward way to re-run it.
4 votes -
Email Notification Roster Publish - More Detail Needed
Send the email notification about a schedule change being published by modeling it after the Manage Roster --> View Changelog.
This view shows the before and after of the agent schedule, and would be great to have this displayed in the agent email notification.
3 votes -
Chrome Extension - Logout button disabled
A repeated query from agents is that their Logout button is greyed out in the chrome extension. This is because they have gone past their rostered hours so the chrome extension does not detect a schedule.
A workaround for this is to logout of the chrome extension all together via the hamburger menu.
I think the logout button in the chrome extension should remain active even past shift end times to enhance the user experience.
1 vote -
Downloadable Mean % Error by workstream
We would like for mean % error to be included in the CSV download on Historical Patterns Summary by Workstream. As it is now, forecasted and actual data are given by Workstream but mean % error is only given in aggregate. We want to be able to see Workstream by Workstream trends in performance by day without having to search and download each Workstream separately.
1 vote -
Ability for Agents to request a VTO (Voluntary Time Off)
Similar to Additional Hours - give agents the ability to opt out of a shift and go home for the day
10 votes -
10 votes
We will look to start discovery for this item once higher priority items are completed.
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Leader Dashboard - Ability to select certain time off types to view who is away
A client has a holiday coming up that they scheduled for everyone, however on the leader dashboard, it shows 'Rest of the Week', which is 287 people. The client is requesting that they can select the leave task types that this view on the dashboard would include. In this case, 'Holiday' is the leave task that shows on the dashboard. Could we make it customizable to the client and have them choose what types could be excluded?
3 votes -
Unsaved Changes Notifications
Add a notification to all screens (user mgmt. user profiles, etc.) when you have unsaved changes and are leaving the page.
1 vote -
Add Parent Group filtering options
Add Parent Group filtering options in Manage Roster, User Mgmt, etc.
1 vote -
Clone a calendar Configuration
Feature appears in the drop down on the Calendar Actions menu but does not work currently
0 votes -
Allow multiple Default workloads in workplans
Default workload tasks are currently assigned to any agent with remaining availability after the forecasted allocations have been reached. This means that agents without the required business role are assigned a default task that they may not be skilled to complete.
By allowing multiple default workloads that are driven by business role - with business role being the priority rule - then workplans can contain multiple different user groups with different skill sets and not allocate incorrect workloads to unskilled agents1 vote -
1 vote
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