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  1. 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

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    Acknowleged  ·  0 comments  ·  Forecasting  ·  Admin →
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  2. 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

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  3. 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

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  4. 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

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  5. 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

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    0 comments  ·  Others  ·  Admin →
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  6. 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

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  7. 9 votes

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  8. 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 workload

    7 votes

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    Prioritized  ·  2 comments  ·  Scheduling  ·  Admin →
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  9. 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

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  10. 6 votes

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  11. 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

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    Acknowleged  ·  5 comments  ·  Dashboard  ·  Admin →
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  12. 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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    Acknowleged  ·  0 comments  ·  Forecasting  ·  Admin →
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  13. 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

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  14. 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

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    Planned  ·  1 comment  ·  Metrics  ·  Admin →
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  15. 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

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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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  16. Allow planners to determine a pattern for recurring events i.e. Monday / Wednesday / Friday. Similar to Google Calendar or similar calendar experiences.

    6 votes

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    Planned  ·  1 comment  ·  Scheduling  ·  Admin →
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  17. 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

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    Acknowleged  ·  0 comments  ·  Reporting  ·  Admin →
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  18. If the submitter/approver accidentally cancels a leave request, it would be great if they had the ability to un-cancel the request, rather than the person having to re-submit their time off request

    5 votes

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  19. 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

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    Acknowleged  ·  1 comment  ·  Connectors  ·  Admin →
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  20. Provide an event management screen that allows an overview of existing events, creating events and provide filters.

    3 votes

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    Under Review  ·  0 comments  ·  Scheduling  ·  Admin →
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