520 results found
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4 votes
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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.
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 -
Include page preferences in saved Views for all reports in Playvox WFM
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.
4 votes -
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 -
Request to have site configuration to US version
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?
3 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 -
Daily Forecast Volume vs Actual Volume Comparison Report
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.
4 votes -
Performance Summary - Ability to See Workstream Level Statistics in Real Time (Like Channel)
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.
4 votes -
Events: Preview Events When Generating Within Manage Roster
Allow the user to view the preview of where these events will go prior to it dropping them in to the roster
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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Add a change log / audit trail to track who adds / deletes adherence exceptions in Work Summary
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 -
Add ability to switch between 15 minute/30 minute/1 hour intervals on Daily Performanc to standardise with other reporting pages
This would apply to;
Workloads -> Schedule Coverage
Workstreams -> Volume vs. Forecast
Daily Performance Metrics3 votes -
4 votes
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Leave Request | Ability to approve leaves in bulk
Having the ability to approve/cancel leaves in bulk will allow clients of larger size to gain efficiency in this area.
2 votesWe need to understand how this would look, feel and work. More discovery and then design work is required.
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2 votes
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