511 results found
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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.
3 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 -
Save multiple grid view settings on User Performance Metrics
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 votesThe 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.
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2 votes
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Have an option for import forecast to adjust existing forecast volume rather than override
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 -
Widget Notification on Changes to Schedule
"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 -
3 votes
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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?
2 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.
3 votes -
2 votes
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Being able to use scenarios while looking at Analysis and Realtime reporting
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 -
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.
3 votes -
3 votes
This may be included in an upcoming "Leave Summary" initiative where we will look to revamp the Leave Summary page.
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Dashboards for System Admins: Create an overview of data metrics visible
to Admins only e.g Adherence at business level, Occupancy at business level etc
3 votes -
Events: Ability to Create an Event to Cover a Requirement
e.g. 20 hours of FTE divided up by users X,Y,Z by role. Similar to a fixed forecast but demand based
3 votes -
3 votes
This will be addressed when we tackle "Flexible Thresholds", which is our next feature up for development.
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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.
3 votes -
2 votes
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3 votes
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Backdating Improvement
Currently the backdating feature only works once, but if a customer creates new historic tags or identifies an issue later on, they're unable to re-backdate to re-align their historical data. This means their workstreams are no longer accurate and they have to wait and go from scratch or manually bulk import new volumes. Can the feature be improved that anytime a backdate is run it overwrites the old data completely and aligns all historic data to the corresponding workstreams as if it was freshly imported for the first time.
1 vote
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