519 results found
-
Dialpad - When Interaction Occurs Post Shift, Reopens the Shift
If an interaction tied to the agent occurs after the end of the shift, current state is that the behavior will re-open the shift. This throws off the reporting, showing a different end time. The logic would need to be reconfigured to pull by UPM V2 to look at tasks versus interactions.
1 vote -
Ability to Report Actual Required (in contrast to Forecast Required) FTEs/Hours
Currently, there is no ability to see or report the "actual required" FTE/hours. Actual Required would be similar to Forecast Required, except that it would assume that the forecast had been perfect for that day, and show what the ideal FTE/hours would be.
We use this to compare forecast required to actual required to rostered FTEs to report on the performance of the forecast and rostering.
2 votes -
Manage Roster Filters - Select/Deselect All
It would be helpful to have a select all/deselect all option when filtering in Manage Roster versus having to select or deselect them all one by one.
1 vote -
Business Role Creation Improvement
Allow the creation of business roles (and other admin configurations) through an import process vs having to create each role one by one.
1 vote -
Roster Warning - Minimum Time Between Shifts
When building a roster/schedule it should be that the system warns you the minimum time between shifts is not being honoured.
This will help to prevent any breaches of contract or awards when an employee is working consecutive days.
4 votesHello
Your UserVoice request has been updated to 'Started' Our team is currently working on it and will keep you informed of any further updates. Thank you for your collaboration and valuable input.
Kind regards,
Fab
-
Bulk edit of Exception to Adherence
The ability to add 'Exceptions' in bulk to override out of adherence instances
11 votes -
Allow Capacity Planner to Calculate Coverage Based Upon 1/2 Hour Schedule Intervals
Right now, the capacity planner determines the available FTEs at a given interval based upon agents having schedules that align with whole hours. If you have an agent that starts at 7:30, it will "round" this interval so that half the days, the agent is covering the 7-8 interval and half the days, they are not. As such, this skews the numbers slightly in a monthly cap plan.
However, if the cap planner ever works on a daily or weekly basis, or if you download information in order to do a daily or weekly analysis, this skews the numbers significantly.
…
1 voteHi Kevin,
Thanks for taking the time to share this feedback. While we can't guarantee immediate implementation, we will certainly consider your feedback as we continue working on future updates.
Thanks again for being an active part of our community. Your insights are invaluable to us!
Kind regards,
Fab
-
Save Grid Settings to View
When you save a view/report in Reporting, it should save the grid settings (columns chosen, widths, order, etc.) as well as the Filter options used to make the report.
2 votes -
My Team Roster
Would be great to add more filter view options to include the option to filter a User or Business Roles as an option to view other than just Teams and dates.
3 votes -
Add User Events in Bulk
Ability to add user events in bulk. Example is to not have to go into each user to add a specific lunch time, but rather have the ability to add events in bulk format. This could be part of the user import, or housed within the product such as a specific user event section, like roles are setup in the configuration area.
1 vote -
1 vote
-
Glady Declined and Missed Call Metrics
Bring in the Declined Calls and Missed Calls metrics into Playvox from the Gladly Connector.
3 votes -
Add agent emails to reports
I need to pull reports on a daily and monthly basis across some reports (Ex: Schedule Task Details and Agent Performance Metrics ). But we only have the registered name of the agent when we extract it and there is no email option, which makes it difficult to correlate with data taken from Zendesk, for example. Is there any way to enter the email? If so, is the history lost?!
5 votesThank you for taking the time to bring this feature request to Playvox.
A Product Owner will review the request for potential inclusion within the backlog / roadmap. Updates will be provided as the feature progresses.
Regards,
The Playvox Team
-
When Exporting data, report percentage metrics as decimals
When Playvox exports data that is a percentage, it appears as an integer number representing the percentage. It would be much more helpful if that number was formatted as a decimal percentage of 1.
For instance, % Error on the Forecast Variance report is shown as "80" as opposed to ".8". if I set the column to Percentage format, I get 8000% as opposed to 80%.
1 vote -
Ability to configure certain leave types as out of adherence
To have the ability to code certain leave types (ie. Tardy, Leave Early, etc.) as out of adherence if the agent doesn't log in, even if this code is on their schedule for leave reporting purposes.
2 votes -
Tags Field Should be Changed to Boxes Design
Tags Field Should be Changed to Boxes to Select Multiple Tags (Mirror Roles Design). This allows someone to select multiple tags, but also is consistent and follows the same setup that Roles have in reporting selection.
2 votesThank you for taking the time to bring this feature request to Playvox.
A Product Owner will review the request for potential inclusion within the backlog / roadmap. Updates will be provided as the feature progresses.
Regards,
The Playvox Team
-
Agent Adherence Dashboard
Agent Adherence Dashboard - Amt of Time in Status/Alerts. A request to enhance real time agent status reporting to show total time an agent has been in a status, vs how much time they've been out of adherence or what time their last activity should have started. It would also be helpful to show this in a list view that can be sorted by user name, task type, total OOA, etc.
4 votes -
Designate certain leave requests that cannot be auto-approved by leave thresholds
We are using Lack of Work as a leave type, which allows agents to request time off if there isn't enough work, allowing us to shed labor. Agents may request this several days in advance. As this is a need-based leave type, we'd like to NOT have the system auto-approve these based upon leave thresholds, but other types still could.
1 vote -
Being able to input the agent's lunch time in their profile availability
Being able to input the agent's lunch time in their profile availability so when a new roster is ran their lunches are correct in their schedule
4 votes -
View
The ability to see Location in shift bar as well as Team names within the Work Summary Real Time view.
3 votes
- Don't see your idea?