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  1. We are able to see the total After Call Work time of a user, but it would be helpful to see what each user's average after call work time is.

    1 vote

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  2. The ability to customize proficiency for each of the user's assigned business roles. Allowing the client to customize what each proficiency setting is or by using group averages.

    This could then be used when scheduling agents for workload to schedule less agents than req when the agents that are being scheduled are more proficient or by scheduling more agents than the FTE required when scheduling agents that have a lower proficiency.

    1 vote

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  3. Just sending in a feedback and wishlist item for the system.

    Looking a the user profiles and how we support multiple languages in our workflow. We thought it would be nice to have a field that dictates the languages an advocate speaks/supports. Right now we use the Mobile Number field as it is a blank text field, but having another field to be dedicated to languages would be lovely. Maybe even have it to dictate a primary supporting language when they have multiple languages in their skill set.Thanks,

    1 vote

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  4. "As an agent who has asked to swap a shift that requires approval

    I want to have a view of pending shift swap on my Schedule

    So that I will be able to keep tracking my pending requests"

    1 vote

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  5. 1 vote

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  6. 1 vote

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  7. 1 vote

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  8. When creating an event through the manage roster page provide an option to send a slack notification to assigned agents with event information

    1 vote

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  9. I would like the ability to report on forecast accuracy for not only volume but as well as AHT and Shrinkage.

    1 vote

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  10. 1 vote

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  11. 1 vote

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  12. Allowing the client flexibility with how to sort by either first name alphabetically, or by last name alphabetically, creates more efficiencies and flexibility with import/exports of the users.

    1 vote

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  13. Leave summary metrics - similar to summary cards on my leave view.

    Leave YTD and leave through the period.

    For team members, # instances of unplanned leave

    1 vote

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  14. Enable the ability when adding a task to display/edit a "planned activity" options from the task definition. If on the task definition of a certain task, the "planned activity" is ticked, then when adding a task to a person in the roster, the "planned activity:" field defaults to "yes". If its not ticked on the task definition, then it says "no" when adding the task. Regardless of what it defaults to based on the task definition, it can be updated/toggled when adding the task, and this plus any other comments added, then flow onto the change log and any reporting.

    1 vote

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  15. 1 vote

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  16. 1 vote

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  17. 1 vote

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  18. 1 vote

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  19. On Schedule Summary screen - shrinkage % calculation rule is based on total value of (shrinkage, actual productive & leave) when creating the shrinkage hotspots heat map chart.

    1 vote

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  20. There are several metrics that can't be removed from an Agents 'My Profile' dashboard, including 'late starts'. I would like to be able to turn this off, if not be able to actually choose which metrics are visible to our agents.

    1 vote

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