511 results found
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Remove the 15000 limitation from the Workstream Interaction Search report
Limitations on the workstream interaction search only allows the return of 15000 maximum results.
This is a cause for concern if all data available on a single day is being returned if there are more then 15000 interactions. Potentially not receiving the complete picture.
We would like to have this limit removed or increased.
Making this limit configurable is also an option.1 vote -
Give Leave approval feedback to agents
Provide feedback to the agents if a leave request is likely to be approved, based on the threshold.
1 vote -
Consistency across all features and dashboards/reports in the reporting parameters
New feature request; consistency across all features and dashboards/reports in the reporting parameters. Specifically Tags and Users.
In this specific use case, I am doing some research on a variety of Occupancy scenarios on a limited (and varied) population. In Real Time I can select those Users and save them in a single View for that purpose.
In Analysis>User Performance Metrics, I can select Tags, but not Users.
In Analysis>Schedule Summary, I can't select Users or Tags
In Analysis>Leave Summary, I can select Tags but not Users
In Analysis>Schedule Tasks Analysis, I can select Tags but not Users
In Leave>Leave…1 vote -
Tasks marked as equivalent for adherence update to match the scheduled task on Work Summary / Performance Summary
This feature would have multiple impact areas.
It's intended goal is allow agents to see a simplified agent status list, while also allowing customer to configure more granular level tasks to track queue and agent behaviour.
Organisation
I want to be able to choose if I want to use this feature or not,
Task Configuration
-- I can configure a 'Display' task. This means the task will be visible to agents in the Zendesk connector under a display name.
-- I can add tasks as equivalent for adherence to tasks with a 'Display' configured
Zendesk Connector
-- Agents see the…
1 vote -
Publish Roster | Ability to type PUBLISH to notify it is the first publish
Ability to type PUBLISH to notify it is the first publish. You know how you have to type DELETE when you want to delete a Roster Period? Would love the same kind of thing on first roster publishes. We apparently cannot have a roster generated without publishing it on accident and it's causing a lot of manual work for us.
1 vote -
Workstream Metrics - Show out of business hours / Unplanned Overtime
Report on the total handle time of work done outside of planned (rostered) time.
Any interactions worked on outside of the rostered shift (or any additional hours shift) would be counted as unplanned handle time.
2 votes -
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…
1 vote -
2 votes
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Define payrates on user profiles and see a breakdown of cost in Analysis -> Schedule Summary
- Allow Payrates to be defined and associated with users.
- Use payrates when determining costs in schedule -> analysis screen.
2 votes -
Add more columns to the table view of Workstream Configurations
Would it be possible to add a column when you pull up the workstream information that would quickly reflect the workload task that is associated with each workstream. Often times when investigating we need to see which tasks are assigned to each workstream.
The export should return all workstream data.
Save filters when moving between list and table views.
Import Workstream would also be nice
Retain filters applied to main page when opening and closing a workstream (currently filters are lost on exit)
2 votes -
A Place to Note System Outages
I'd like a place where I can notate when system issues and outages occurred for forecasting purposes. I don't want this to be coded on an agent's schedule or for the agents to flip into this status in their actuals as this would remove them from phone availability. I currently can make notes in edit forecast and in historical pattern summary, but I would want this even for small incremental system issues where it wouldn't result in having to normalise the day or edit a forecast. I would want this to be exportable, ideally at an interval leave so I…
2 votes -
Performance Summary Adjust View
Put the Agent Status section at the top of the report as an option, instead of at the bottom.
2 votes -
Restricting Leave Tasks by Role when using the Add Time Off Button
The ability to restrict usage or visibility of specific leave tasks by role. The "add time off button" allows anyone with this permission the ability to enter 'all leave tasks' and specific leave tasks cannot be restricted by system or business role. For instance, if team leaders can only enter a certain type of request to be approved (ie. Absent) and not PTO and other requests that should go through WFM or another Admin for decisioning. The current ability to restrict tasks by business role doesn't appear to impact the admin features (Add Time Off Button).
2 votesUnder review for prioritisation
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Allow notifications to be sent by SMS
Allow the notifications to be sent by SMS as well as slack
2 votes -
Scenario Before/After Staffing Comparison
It would be amazing to be able to view a breakdown of how your forecast scenarios impact net staffing (a before/after type screen) on Manage Forecast
2 votes -
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 -
Reporting: Additional report in Analysis for LogIn/LogOut
It would be very useful to have a clean simple login/logout report; the data is obviously in the system, but there is no simple report available that gives 1. User name, 2. start of shift timestamp, 3. Lunch start time stamp, 4. Lunch end timestamp, end of shift timestamp and getting to one requires a ton of reformatting. (I've never seen a WFM system that doesn't have a simple login/logout report, before so maybe I'm just not finding one that does exist?)
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?
2 votes -
Allow email configuration to be configured within Playvox
I.e. Enabled / Disabled and / or to set the email SMTP details
1 vote -
Analysis - Workstream Interaction Detail Voice Call Type of Disconnect
I would like to see the following addition to the Workstream Interaction Detail report. Ability to see if on a phone call, that the disconnect was internal or external. An internal disconnect could indicate that the agent was hanging up on customers, possible customer mistreatment. I want to be able to potentially identify this behavior with the feature add of internal or external disconnect.
2 votes
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