517 results found
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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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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 -
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 -
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 -
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
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