520 results found
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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 voteThe 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.
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Admin>Groups>Metrics Page: All values fields should indicate the unit of measurement and carry through to dashboards
Every measurement should have units, and every graph should be normalised for ease of use - specifically if it is greater than say >120seconds the scale should default to minutes. Furthermore, you should have the ability to change by unit (sec/min/hour) as desired, which is important depending on channel.
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Queue/Views: Want to be able to get a view on how many NEW and OPEN tickets are in each workstream at a point in time
I want to see live numbers in the Real Time Perf Summary and Workstream Analysis View
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‘Planned activity’ setting in Task Definition to better reflect that it enables WFMs to add the Task ad-hoc in Roster Management.
I want the 'Planned activity' setting in Task Definition to better reflect that it enables WFMs to add the Task ad-hoc in Roster Management.
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Not needing to save Roster Config to save new template should auto add and save in Roster config.
Either add it, or make me choose the templates.
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Allow Playvox WFM to auto add additional hours based on FTE requirements
(ie. short 20% of FTE requirement, allow additional hours to be auto added)
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Workplans: Where two or more workplans combine into one roster
create the ability to have the same shift start time across all workplans for an agent for a roster period
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Create a permission that will allow an TL to edit individual tasks
or to add individual tasks on a roster and save but not edit or move shifts (Possibly Work Summary)
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Add YTD shortcut into filters
Can we have a simple short cut on reports that allow us to select YTD without having to manually select the date range ourselves?
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“Auto refresh” of landing page
It would be great to have both 'Activities' and Agent / Team / Business metrics on the user landing dashboard auto-refresh so that I don't have to refresh the page to pull in the latest status.
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Leave Summary Report Improvements
I'd like to request that when filtering the Leave Summary report for a period of time and selecting to view the report in the preferences by Day, that the graph for the leave by users graph would reflect how much of the planned/unplanned time was used by day. when pulling a team for a week, this graph will roll their total time up for the period by users.
1 vote
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