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Improvements to our WFM product

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516 results found

  1. Add the same way to select a color in Workstream Configuration as the setup in Task Configuration

    The task configuration of selecting a color in task is more user friendly, and quicker to select a color. The view is horizontal instead of vertical, and the square of colors is larger.

    1 vote

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    Acknowleged  ·  0 comments  ·  System Configuration  ·  Admin →
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  2. When searching for users within shift templates remove the case sensitive requirement

    1 vote

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  3. Open single user workactivity summary when clicking on an agent in performance dashboard

    It would be great to be able to drilldown into an agent's data from the User Performance Metrics report, so that I can investigate why a certain metric might be above / below what I am expecting.

    1 vote

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  4. Shift Swap: Ability to swap a lunch break within a shift both daily and within a roster period

    1 vote

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  5. Schedule/Roster Listing: Grey Out 'Open for Editing' When Permission to View Manage Rosters Only

    1 vote

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  6. Add agent's name on dialogue box for intraday tasks added via drag and drop on Manage Roster screen

    1 vote

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  7. Generate Roster - Prevent user from generating roster if there are agents without availabilities set

    1 vote

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  8. Put in place a hierarchy that will allow RDOs to be overwritten by a different type of leave request

    1 vote

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  9. Update Bulk Edit to be more dynamic (only productive tasks right now. Ability to change to any task)

    1 vote

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  10. Prevent Save on Manage Roster page when shifts have been added that fall outside of the roster period

    1 vote

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  11. Update Leave Mgmt to align with the changes made to account for future leave / RDOs in Fixed Rotations

    Roster Generation was updated for fixed rotations to ensure that future approved leaves outside of an agent's set rotation pattern for a given week were accounted for.

    What we need to do now is ensure that the Leave Management side of the system is also updated to reflect the new logic in this scenario.

    1 vote

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    0 comments  ·  Leave Management  ·  Admin →
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  12. Fixed rotations enhancements: Agents being able to view the rotation and the structure of the rotation

    1 vote

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  13. I would like all leave and schedule swap approval emails to have the agent's supervisor on the cc line

    1 vote

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  14. Improvement: Update tasks in leave requests and shifts when they're updated in Administration -> Tasks.

    If a task is updated under Administration -> Tasks, it would be nice if all related Leave Requests / Shifts that contain the task are updated to reflect the changes. This includes task attributes such as color, name, paid vs unpaid.

    1 vote

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    Acknowleged  ·  0 comments  ·  System Configuration  ·  Admin →
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  15. Manager and Advocate Submits request for schedule changes (not allowing them to make changes themselves.)

    1 vote

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  16. Add a new SMS channel for text message capture

    It would be nice to see SMS added to Playvox as a Channel, as it's increasingly becoming a channel customers connect with us on.

    As well as adding the channel, can we make sure it's also included in all reporting the way other channels (Chat, Ticket, Phone, Social) are?

    1 vote

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  17. Expose the closed metric from Zendesk in the User perf metrics and the workstream Interactions search reports

    In Zendesk there is a difference between a 'Solved' ticket and a 'Closed' ticket.

    Solved tickets can be re-opened.

    Closed tickets cannot be re-opened and are completed.

    Can we have a count of Closed tickets from Zendesk?

    1 vote

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    0 comments  ·  Metrics  ·  Admin →
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    Started  ·  AdminAnonymous (Admin, Playvox) responded

    The new Workstream Search (and associated) dialog that is currently in early access exposes closed metrics and also the last resolved details.


    Last resolved is determined at the time that the ticket is closed. This will be reflected in User Performance metrics and also available in workstream analysis soon.

  18. Capacity Planner: Ability to add multiple users to a template in bulk. E.g. I need to add 10 x this type of user

    1 vote

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  19. Manage Roster Save Favourite: Add the ability to filter Fit Visible Items AND Show Schedule Coverage turned off

    1 vote

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  20. If you delete the last task for a shift - Remove the shift line from the roster on save (prompt user to alert them)

    1 vote

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