513 results found
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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 -
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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Allow Roster to display in local time zone
Currently, the Roster displays in only one time zone, which is selected within the Roster. It would be much more user-friendly if agents, team leads, and others could see it in their local time zone.
5 votes -
Ability to generate Roster for long periods and far in advance
Playvox is typically generated only a few weeks in advance (to minimize managing schedule changes). Today we are managing advance scheduling outside of Playvox and adding it at the time the roster is generated.
A method of handling this type of advance scheduling would be beneficial.5 votes -
Create Custom Reports to be Sent out via Email on a Desired Schedule
I need to pull reports on a daily and monthly basis across Schedule Task Details and Agent Performance Metrics that I would like to be able to customize and create a scheduled email to trigger and be sent out for these reports.
Also add ability to create shared reports in the system for users accessing similar team data9 votes -
7 votes
Great news! We want to let you know that we've heard your feedback and have already begun the development to 'allow leave threshold to be defined in hours'. This functionality will allow more flexibility to agents and save management time with more requests in auto-approval.
Thank you for helping us shape a better product for everyone. Kind regards,
Fab
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9 votes
We will look to start discovery for this item once higher priority items are completed.
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Standardizing the formatting of column headers before ingesting a .csv upload
We recently had an issue where due to a capitilization discrepancy PV did not ingest/update a column value in our systems (End Date). PlayVox was expecting the column header "End date" but our sheet had "End Date" instead. This went unnoticed for awhile which ended up causing some SLA issues down the line. W propose PV "standardize" the column headers when parsing the text. For example, doing a simple LOWER() or TRIM() would have eliminated such an error. An added bonus to that would be if PV was somehow able to notify us when expected column headers != what was…
1 vote -
Workload Priority Ordering Cosmetic Improvements
Reordering workloads in workplans is very confusing visually with just the little arrow clicking. Moving one thing to the top or bottom takes a second bc one has to click multiple times and make sure you're moving down to click the right one. If there could be a drag/drop feature or a way of moving things to top/bottom, that would be great! Same thing true for reordering shift templates in Policies on roster workplans (and all other places this arrow reordering is used)
1 vote
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