513 results found
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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 -
Forecast-->Manage Forecast
Rounding enabled functionality on this screen, needs to be at organization level or forecasting config to turn on or off for all of forecasting views (i.e. Manage Forecast, in Performance Summary, etc); Use Case: If I edit forecast, default in the site is rounding enabled and won't reflect the correct forecast volume. Needs to be a global setting to touch every place the forecast is visible based on the edit forecast adjustment.
1 vote -
Improve Roster Filters - Who is not available
While the roster has all the scheduling data, with a large team and many different tasks being scheduled, it can become difficult to consume that information. Adding different ways of consuming this information could help like:
● Who is on deck view, that shows who is currently available (or out-of-office), and being able to filter and group this by various fields.2 votes -
Increase the Roster Filters option
While the roster has all the scheduling data, with a large team and many different tasks being scheduled, it can become difficult to consume that information. Adding different ways of consuming this information could help like:
● Calendar/timeline view, which can be filtered by one or multiple tasks.2 votes -
4 votes
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Normalize AHT by Interval
Allows us to be able to smooth out a forecast by being able to adjust/normalize anomalies at the interval level by AHT. Big win for forecasting, as you would avoid forecasting spikes at certain intervals to data load, etc.
3 votes -
Sound notifcations for Chrome Extension
Yes you have to sign in / click on the little app Icon for it to remind you of things, and it doesn't ping its silent. So I wonder could the devs add in those features... as a toggle option ( audio or not) , is there a reason why you need to click on the icon to remind it to notify you?
4 votes -
Users to be able to request Adherence exceptions
Now that I'm taking extra consideration for Adherence and adding exceptions when applicable… I have found that it is a bit time consuming or manual work for us when identifying the time and adding. Or making sure no ping /request is missed.i.e.
- Users ping us saying they having tech issues
- Once tech issues are resolved I open Agyle - Work summary
- I look for the out of adherence period in red that matches the time reported by advocate
- I double click on it and I add exception
As users can see their own work summary and out of adherence periods…
4 votes -
Daily Performance Report - Add Occupancy by Interval
Important to see occupancy by interval at the workstream level. Good place for this to land is Daily Performance Report.
Reason for request is to capture regional switchover of workload, and this will identify problem areas.
4 votes -
Analysis - Creation of Payroll Detail Report by Agent
Analysis reporting.
I'd like to see a report with the following:Agent log in day and time
Agent log out day and time
Lunch punches in and outI've tried to use the Work Summary -->Actual Task Data report but it's not ideal
4 votes -
Allow agents to select/change their status in Slack
In addition to the current notifications via Slack, customers would like to be able to have agents select or change their status within Slack. This would be especially useful for agents working on back office activities, or in the case of Intercom, agents not working in an Inbox.
Perhaps similar functionality to existing dropdowns in Slack - see attachment for Slackbot example.
4 votes -
Move the special days library to Forecasting Configuration
At the moment when configuring special days for a workstream / forecast, I have to go to the same Calendars where I manage leave. This is confusing. It would be great to have business hours and special days moved to the Forecasting Configuration as it's a lot more relevant.
4 votes -
4 votes
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