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  1. It would be great to have visibility of who adds / updates / deletes adherence exceptions on user shifts, as exceptions contribute to a user's adherence score.

    3 votes

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    Acknowleged  ·  1 comment  ·  Real Time  ·  Admin →
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  2. This would apply to;

    Workloads -> Schedule Coverage
    Workstreams -> Volume vs. Forecast
    Daily Performance Metrics

    3 votes

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  3. 4 votes

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    Under Review  ·  0 comments  ·  Scheduling  ·  Admin →
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  4. Having the ability to approve/cancel leaves in bulk will allow clients of larger size to gain efficiency in this area.

    2 votes

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  5. 2 votes

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  6. I have SLA calendars set up for our phone and digital workstreams and these are all set up with their regular operating hours.

    Is there a way, or is it planned for there to be away, to customize operating hours for special days eg: public holidays? For example, over Easter we were only open from 10am-8pm, but even adjusting the forecast it still forecast for calls over the standard operating hours of the contact center (therefore creating a requirement for staff between 8am and 10am on the Friday and the Monday that wasn’t needed.)

    Ideally when we add a special…

    1 vote

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  7. Allow agents to update their user preferences (ie. preferred off day(s), preferred start times, preferred workload)

    1 vote

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  8. As well as capturing the current handle time, which allows for concurrent handle time (and especially for tickets may be valid behaviour), it would be useful to capture the time that is busy time - ie the time that someone is working, regardless of the concurrency.

    This would allow the distinction of time spent not busy, regardless of concurrency.

    1 vote

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    Acknowleged  ·  0 comments  ·  Metrics  ·  Admin →
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  9. 3 votes

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  10. Saved Views do not include the preferences on which the view was based when created for a lot of reports in Playvox WFM.

    Only Realtime views (Work Summary and Performance Summary) currently save preferences to Views. It would be nice to have this everywhere else.

    3 votes

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    Planned  ·  0 comments  ·  Others  ·  Admin →
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  11. At the moment we can only save one grid view setting on User Performance Metrics.

    It would be nice to be able to save multiple views so we don't have to change our default view every time we need to produce a new report.

    3 votes

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    0 comments  ·  Reporting  ·  Admin →
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    The ability to save column configurations to a View has been added in the new User Performance Metrics report. This report is currently in Early Access and will be released into General Access in early - mid October 2024.


    We will update this ticket when the report enters General Access.

  12. Allow the notifications to be sent by SMS as well as slack

    3 votes

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  13. Having the ability to keep normal forecast intact, when import manual forecast have it show as adjusted forecast, not override forecast volume. Currently it will override the forecast, not show as the adjusted.

    3 votes

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    Acknowleged  ·  0 comments  ·  Forecasting  ·  Admin →
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  14. "RueGiltGroupe

    Client would like to have a better way to notify their agents that the widget has refreshed with an update to their schedule (current day).

    Since the agent doesn't have the widget tab up front of screen, could we have the tab containing the widget or widget area flash, highlight, something to draw attention to the agent that an update was made?

    We know that an agent schedule update takes 10 minutes to refresh on the widget once the roster is published, but the agent doesn't know when the WFM/Admin is making that update.

    This helps to solve that…

    3 votes

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  15. 3 votes

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  16. Is it possible to have the overall site tweaked to have a US version such as standard time not only military time, dates as noted in the US, etc?

    2 votes

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  17. Looking for a way to show multiple forecasts potentially and how they compared to the actual volume. Only able to view one forecast at a time to compare.

    2 votes

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    Planned  ·  1 comment  ·  Forecasting  ·  Admin →
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  18. I'm looking for an exportable report that will show a daily forecast volume vs actual volume comparison similar to the same export you can find from the historical pattern summary page (see attachment) but having the option to roll up the volume for each channel instead of breaking out each workstream.

    3 votes

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  19. It would be nice to be able to adjust the forecast volume using scenarios on reports like Performance Summary, Workstream Analysis (including the comparison view) and Daily Performance Report, so I can understand what the actual data looks like compared to certain scenarios.

    3 votes

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  20. Allow the ability to see # of calls in queue, average wait time, longest wait time etc. Same as channel, but real time at the workstream level.

    3 votes

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