520 results found
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Allow customisable service hours for 'special days' to be taken into account by scheduling / forecasting
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 -
Allow agents to update their preferences
Allow agents to update their user preferences (ie. preferred off day(s), preferred start times, preferred workload)
1 vote -
Capture Busy / Working time as well as current occupancy
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 -
Comments on tasks from Manage roster to show in the task on the work summary view
Is it possible for comments added to tasks in the Manage Roster view to be visible within the Work Summary view. This will enable team leaders to not have to swap between tabs/pages when monitoring real time adherences for their team. At the moment we can only see the task name and time in the work summary view but it'll be good to have visibility of what trainings and meetings are currently taking place.
Current process: When the leaders are monitoring in real time the adherences for their team, they need to also need to open the task comment in…
2 votes -
3 votes
Will be tackled alongside Leave Threshold work.
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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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Allow notifications to be sent by SMS
Allow the notifications to be sent by SMS as well as slack
3 votes -
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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Edit Forecast/Historical Pattern Summary Combo Look
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 -
Performance Summary - Different Icons for Different Leaves
When in Performance Summary, I would like to see different leave icons based on the leave type.
Current state - any leave shows the plane/jet icon
Could we show a thermometer if sick leave is part of the site for instance? What about one for jury duty?
3 votes -
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 -
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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2 votes
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3 votes
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Forecasts: Update chat / voice forecasts to exclude historical data outside of current operational hours
Some of our workstreams (particularly our region-based workstreams) have specific operating hours.
It would be great to be able to define the operating hours for Chat / Voice and have the option to choose how to handle the workstream volumes arrive outside of these business hours.
As it is Chat / Voice, those volumes may need to be excluded as there's nothing we can do to return the chat / call.
For other people who might route to a voicemail and return these calls, they might want to include them in the forecast.
Just the configurability would be great.
3 votes
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