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Improvements to our WFM product

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515 results found

  1. 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 vote
    0 comments  ·  Planner  ·  Admin →
    How important is this to you?
    Acknowleged  ·  AdminFabEis (Designer, Playvox) responded

    Hi 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

  2. 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
    Acknowleged  ·  0 comments  ·  Reporting  ·  Admin →
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  3. 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
    Acknowleged  ·  2 comments  ·  Scheduling  ·  Admin →
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  4. 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
    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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  5. Adherence Equivalent for no activity

    Being able to make an adherence equivalence or exception for a lack of event.

    Example 1: User doesn't login to Gladly or other integrations but is productive off queue and we want them to be in adherence in this event).

    Example 2: System issues or new hire onboarding agents are unable to login.

    2 votes
    0 comments  ·  Real Time  ·  Admin →
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  6. Track Salesforce tasks as standalone object

    1 vote
    0 comments  ·  Connectors  ·  Admin →
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  7. Re-trigger max leave future days notice once within threshold

    Currently Leave approvals can set to require a min days notice and a max days.
    Example: PTO must be requested at least 1 week in advance but no more than 90 days in advance.
    When outside these thresholds requests must be manually reviewed which makes sense for the min days notice.
    But for the maximum, if the request is made at day 100, the system should re-trigger 10 days later now that the request is within 90 days.

    1 vote
    0 comments  ·  Leave Management  ·  Admin →
    How important is this to you?
    Acknowleged  ·  AdminFabEis (Designer, Playvox) responded

    Hello,


    Thank you for taking the time to submit your request on UserVoice! We truly appreciate your feedback and the ideas you've shared with us. Your input is a valuable part of our process as we work to improve our product.

    We're reviewing all suggestions carefully, and while we can't promise immediate changes, please know that your voice is being heard. We'll keep you updated on any progress or future updates related to your request.

    Thanks again for helping us make Playvox by Nice even better!


    Kind regards,

    Fab

  8. Glady Declined and Missed Call Metrics

    Bring in the Declined Calls and Missed Calls metrics into Playvox from the Gladly Connector.

    3 votes
    Acknowleged  ·  0 comments  ·  Connectors  ·  Admin →
    How important is this to you?

  9. 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 votes
    1 comment  ·  Reporting  ·  Admin →
    How important is this to you?
    Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

    Thank 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

  10. 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
    0 comments  ·  Reporting  ·  Admin →
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  11. 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
    Acknowleged  ·  0 comments  ·  Real Time  ·  Admin →
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  12. 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 votes
    4 comments  ·  Reporting  ·  Admin →
    How important is this to you?
    Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

    Thank 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

  13. 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
    0 comments  ·  Real Time  ·  Admin →
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  14. 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
    Acknowleged  ·  0 comments  ·  Leave Management  ·  Admin →
    How important is this to you?

  15. 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
    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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  16. View

    The ability to see Location in shift bar as well as Team names within the Work Summary Real Time view.

    3 votes
    Acknowleged  ·  0 comments  ·  Real Time  ·  Admin →
    How important is this to you?

  17. Incorporating drag and drop into User Profiles

    We'd love to see drag and drop functionality built into Users section. Some of our frontline staff have multiple tags applied to their User Details which is based on a number pf parameters (Team number, workstreams they can work, rotation of shifts etc).

    With our set up, we would ideally always like to have their designated team tag as their first tag followed by a set structure. The limitation we have with this is that if an agent were to move to a new team which fell under a new line of rotation for rostering purposes, to have that team…

    1 vote
    Acknowleged  ·  0 comments  ·  System Configuration  ·  Admin →
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  18. Cloning Tool

    When using the cloning tool, to have the original start and end time of the shift as the default when dropping the shift onto another agent's schedule. Currently, wherever it is dropped, that is the start time of the shift.

    4 votes
    0 comments  ·  Scheduling  ·  Admin →
    How important is this to you?
    Acknowleged  ·  AdminFabEis (Designer, Playvox) responded

    Thanks for voting and sharing your support for Cloning Tool improvements. We’ve acknowledged the suggestion and are considering it for future updates.

    Your input is valuable, and we appreciate your involvement in helping us improve our product!

  19. Remove Leave from Who's Away at Leave Event End

    For events like lateness' remove the Leave from Who's Away once the event ends. Another use case would be for a midday leave/return - this would show on the dashboard until the user returned at the end of the Leave event.

    1 vote
    Acknowleged  ·  0 comments  ·  Dashboard  ·  Admin →
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  20. Add additional Information from DialPad to Playvox for exporting

    We are looking to possibly add some additional information from Dialpad to Playvox. What we are looking for is to add a column from a dialpad export from the call logs that states categories and shows specific information from DialPad.
    We are using exports from Playvox in the Workstream Details under Analysis. This particular information is not included in that information but is there a way to add it somewhere or is it somewhere that I'm not able to see?

    1 vote
    0 comments  ·  Reporting  ·  Admin →
    How important is this to you?
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