511 results found
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6 votes
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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 -
Workstream Grouping to make filtering in reports easier.
Ability to create own channels in workstream setup only to help with filtering for reports. Use case, I have multiple phone workstreams, however only am concerned with four of the eight workstreams for reporting.
2 votes -
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.
4 votes -
Manage Roster | Adding Tasks - Have a checkbox to make comments visible to agents
Have check box to allow admin to check box to make comment visible to agents to see. Some may be more of internal comments for mgmt in the case of certain leave types
3 votes -
Events: Recurring Pattern / Multiday Event Generation
Allow planners to determine a pattern for recurring events i.e. Monday / Wednesday / Friday. Similar to Google Calendar or similar calendar experiences.
6 votes -
6 votes
We will look to start discovery for this item once higher priority items are completed.
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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 workload5 votes -
Leave Reporting
Ability to have leave reporting for an agent roll to the current team, not only to the team that historically existed, but is no longer existing. Currently, the client has to select both teams when running leave for an agent that was previously on another team.
2 votes -
Flag evaluations for behaviors
Can we have an enhancement where we can flag the evaluations where an agent behavior has been identified and where a follow-up is needed or to flag an agent profile?
• Flagging an audit/agent profile for different reasons
- Unprofessional
- Lack of customer service skills
- Work avoidance
- Inconsistent performance
- Critical Fail Trend
- Language barrier
- Knowledge gaps
- AHT Outlier
• Assign to a team member depending on the step of the actions to take to correct the behavior
- Assign to TL to follow up
- If the agent is sent to Remediation Training,…4 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.
3 votes -
Enable more filter options for leave pages
Enabling filtering, sorting and grouping of leave data by configurable criteria; currently
grouping is done by leave calendars and filtering by leave type.2 votesNeed to know more. What filter options are sought after?
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Capture browse metrics for cherry picking reporting (Zendesk).
Would like to see not only numbers of tickets skipped (Zendesk Play / Guided Mode) but also see the # of tickets that were opened and not updated (i.e, tracking selective picking of tickets).
1 vote -
6 votes
We will look to start discovery for this item once we have completed the prerequisite work for reinstating shift.
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6 votes
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5 votes
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Support nested groups in reporting
At the moment we support a simple hierarchy of teams within groups.
If groups are nested, group selection does not show the nested groups. It only shows one group and its teams. Can we update this to show nested groups in the list selection and in reporting?
4 votes -
Reporting - Export to .csv File Time Converts to Seconds Only
When any of the reports are exported, they only convert to seconds instead of hh:mm:ss.
Examples are the User Performance Metrics report, and the Schedule Task Details report.
Can we choose what format to export time as?
5 votes -
Group/Teams Shift Swap Rule Allow Ability to Give Up Shift (Offer Not Required)
Basically allow a one way shift in the shift swap rule configuration. By doing so would allow the business to be ok with having an imbalance for the workload task.
Workload task - set up a rule to allow certain tasks to be given up without an offer in return (i.e. I give up chat workload task which was the first two hours of my shift).
5 votes
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