517 results found
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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 -
7 votes
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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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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 -
See Historical Patterns Summary graphs for all selected workstreams
Currently, you can only see the graphs on Historical Patterns Summary page (Such as Daily Historical Volume Patterns graph) for one workstream at a time. It would be very useful to be able to have these graphs show multiple workstreams at a time/all workstreams at once. If, instead of a dropdown where you can select one workstream, there were a dropdown where you could select multiple workstreams at a time, like the option you have when filtering, that would be very useful.
1 vote -
Roster: Ability to setup workload tasks time slot at workplan level
Would like the ability to setup a specific time slot for a given workload task in a workplan.
Even though we have a forecast behind with volumes coming in all day long we need to roster a task only for a specific time slot based on the business organization
1 vote -
Manage Roster - Update shift start and end time based on the shift template selection
When modifying a shift in the Manage Roster screen, it will be helpful if the system could update automatically the shift start and end time accordingly to the shift template selection.
Today we need to change manually every shift detail field and no alert message is displayed if the shift template doesn't match with the start and end time.
1 vote -
Cloning shifts keeping the last modified shift template in shift details
On the Manage Roster screen, when we modify the shift template of a rostered shift and the we clone that shift, we must keep the last modified shift template in the copied shift.
Currently the original shift template is copied even if the roster has been saved after changing the shift template and before cloning the shift. Thus we need to change manually every shift template shift.
1 vote -
Preferred days off
Have the ability to configure at user level preferred days off as hard constraint (RDO 100% of the time) and for each availability week (e.g. if there are 2 availability weeks, be able to configure Tuesday as RDO only for the week 2)
1 vote -
Filter MY TEAM ROSTER screen results
On the MY TEAM ROSTER screen, have the ability to filter each table date column by selecting one or more values or from A to Z or Z to A or. This will help leaders to easily identify users with a particular shift or leave type for a specific day, especially when you manage big teams. Also having at the bottom of the table an automatic count of non blank cells for each column updated following the selected filter.
1 vote -
Add leniency rules to Punctuality
It would be nice to be able to configure a leniency period for punctuality metrics, so that I can specify that metrics such as Late start only count when an agent is x amount of minutes late, or if an Early finish counts if an agent leaves x amount of minutes early.
Current leniency rules in Playvox WFM only work with Adherence metrics.
5 votes -
9 votes
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Optimise: Add in the ability for the optimise options
Allow optimisation to include additional options for:
1. to take into account current daily volumes and reallocate people to synchronous channels where required
2. Lock Specific Tasks from Optimization
3. Optimize workloads in shifts that have already started (intraday optimization)
4. Specify specific tasks to include / exclude from optimization
5. Specify a date range to consider when reoptimizing
6. Optimise by workplan, group, team or a specific workload7 votes -
Manage Roster Coverage Table Ability to Filter Out '0' Value
Ability to filter out the '0' value when reviewing the coverage needed across a day or week. This will speed up efficiency for real time looking to see where help may be needed.
2 votes -
Events: Improve Management and Filtering of Events
Provide an event management screen that allows an overview of existing events, creating events and provide filters.
4 votes -
Interactive Dashboard Options
Leader ability to open, review, and update leave and shift swaps requests directly from Dashboard>Activity Stream section. Agent's ability to cancel approved leave and accept shift swap's directly from Activity Stream section of Dashboard. WFM/Leader ability to open roster directly from Dashboard > My Rosters section.
3 votes -
Combine both SMA and seasonal forecasting into one
Can we only use seasonal forecasting when we believe the YOY pattern will be same (which I believe is something Greg said in his training) / Observation: it seems like the platform should be able to combine both SMA and seasonal forecasting into one
With Aspect it had the ability to control inside of the forecast how important are long term and short term trends. Being able to adjust how much of the forecast was impacted by close in trends.
Ideally the platform would understand the seasonal nature of the environment, but be able to use recent trends to increase…
8 votes
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