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  1. Allow the user to view the preview of where these events will go prior to it dropping them in to the roster

    3 votes

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  2. 3 votes

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  3. to Admins only e.g Adherence at business level, Occupancy at business level etc

    3 votes

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  4. 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

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  5. 3 votes

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  6. 2 votes

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  7. 3 votes

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  8. 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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  9. 3 votes

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  10. 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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  11. 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

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    Started  ·  0 comments  ·  Reporting  ·  Admin →
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  12. Provide feedback to the agents if a leave request is likely to be approved, based on the threshold.

    1 vote

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  13. 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

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    Under Review  ·  1 comment  ·  Reporting  ·  Admin →
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  14. 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

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    Prioritized  ·  0 comments  ·  Real Time  ·  Admin →
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  15. 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

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  16. 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

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    Planned  ·  0 comments  ·  Metrics  ·  Admin →
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  17. 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

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    1 comment  ·  Real Time  ·  Admin →
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  18. 2 votes

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    0 comments  ·  Scheduling  ·  Admin →
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    • Allow Payrates to be defined and associated with users.
    • Use payrates when determining costs in schedule -> analysis screen.
    2 votes

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  19. 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

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