513 results found
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View
The ability to see Location in shift bar as well as Team names within the Work Summary Real Time view.
2 votes -
unpublish roster
Would like the ability to unpublish the roster if it is published in error, or if mass changes are required due to changes in the business. Currently if published in error, agents see their schedules and may not catch the updated changes, resulting in coverage and adherence issues.
4 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
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Ability for workstreams to capture the second contact on a transfer that is done via the CRM or through a human intervention IVR
Current restriction on contacts that are transfered do not pick up the second contact if it is transfered to a different queue and need this counted as a contact for forecasting purposes.
1 vote -
User Selection > 'Deselect all' function
Currently, in places with user drop-down fields such as the Work Summary, you can hit 'select all' users, which will select users, but there is no option to 'deselect all' users, meaning we manually need to deselect users singularly or by team. Please allow an option to 'deselect' all current selections in the User drop-down fields.
1 vote -
Roster Publication - Lock feature
Would love to see a feature that puts some security steps in place that prevents the accidental publication of a roster.
We will quite often generate a batch of rosters going out into the future and will need to work on these prior to publication to ensure all lines of rotation any manual adjustments are finalised.
As the process of publishing a roster is a second nature piece for us, it sometimes happens that we publish a roster ahead of time and without manual changes being completed. We then need to delete a roster (as it's incorrect) and start the…
6 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
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Glady Declined and Missed Call Metrics
Bring in the Declined Calls and Missed Calls metrics into Playvox from the Gladly Connector.
1 vote -
Shift Swap Agent Offer Visibility
There are multiple steps for an agent to swap their shift with another agent with the current shift swap functionality. As an agent, you're not able to see the name of the person you are swapping with.
In the shift swap email notifications, you do have visibility to see who is sending an offer, but in the PV platform, we are not able to distinguish between users and their offers.
We are asking to have more visibility into which agent has offered and received the shift swap request to prevent navigation away from Playvox when associates add a request.
3 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
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Log Authentication Events to event log
Allow Auth events to be propagated to the event log to allow system administrators to trace Auth behaviour.
The events that should be tracked are:
SAMLLoginSuccessfulEvent (SAML)
LoginSuccessfulEvent (Username / Password)
LoginFailedEvent (Username / Password)1 vote -
Grey out days with no availability or intervals of day with no availability
change UI to show days where team member is not available or has less than full day availability to display in grey (or similar). This would significantly assist when making manual changes.
3 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
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Temporary User Profiles for Testing
It would be very helpful to have an option to create test accounts that are not associated with a Company email within the Platform. As an example, our company would like to start utilizing Opt-In Hours, but we have over 29 different shift start and end times, so we would like to test out our options before launching company-wide. With test accounts, we would be able to publish a roster with just the test accounts so we can experiment with how this process would look for our business.
Alternatively, if we are able to create test emails/Employee profiles from our…
2 votes -
Limit the amount of leave a user can request
It would be great if we could set a specific numbers of hours that an employee is allowed to request for leave. For example, we give our employees 120 hours per year of paid leave. It would be great if the system could track how many hours the employee has remaining and if they attempt to submit a request that goes beyond their allotted limit, it would automatically deny the request.
1 vote -
Hi, I've noticed that many WFM customers may not regularly monitor the Billing page and associated bar charts. Therefore, I recommend enhan
Hi,
I've noticed that many WFM customers may not regularly monitor the Billing page and associated bar charts. Therefore, I recommend enhancing our product to alert customers when they exceed their 'purchased licenses' count in active users, and prompt a message notifying them of potential charges. Implementing this feature could potentially reduce the frequency of disputes related to WFM charges and enhance customer satisfaction.Thank you for considering this suggestion.
1 vote -
Access for Team Leads to submit shift swap requests
Currently only agents have the ability to request shift swaps and admins have ability to approve it. Can we have Team Leads request leave on behalf of the agents?
1 vote -
Leave Threshold
Ability to update leave threshold in the Leave Management page for admin users instead of going into the settings to update.
1 vote -
Option to select custom date timestamp formats when exporting reports
The ability to have a general setting somewhere that we can select what date/time format we'd like all reports to export with.
Since we're based in the US, the default date/time stamps that we export are in the "MM/DD/YYYY hh:mm" format and are not easily recognized by excel or google sheets and it requires manual efforts to convert them to "MM/DD/YYYY hh:mm" or else we're unable to sort/pivot properly.
In current state, not all reports but almost half of the exports we utilize, such as the Work Summary Reports and the Manage Roster Downloads are exported in the DD/MM/YYYY format.
2 votes -
Ability to correctly live refresh Templates allocation table
Currently in the manage roster screen, after moving an RDO on a particular week day this day is displayed at the wrong place in the templates allocation tab (see enclosed picture). To have a consistent display we need to save the roster and refresh the page. It will be helpful, as an enhancement, to correctly live refresh the Template allocation table without having to save and refresh the page.
1 voteHi Daniele,
Thank you so much for your latest idea on UserVoice! Your ongoing suggestions are incredibly valuable to us, and we’re grateful for your dedication to helping us improve our product.
Rest assured, we’ll be reviewing your idea as we plan future updates.
Please keep those ideas coming and feel free to keep voting on others that you're interested. Your input is greatly appreciated!
Kind regards,
Fabiana
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Notification after a process is finished
After running the "Schedule event" or "Optimise" processes, show a pop-up notification that it has finished.
At this point there is no way of knowing whether the process is still running or not.1 voteHello
Thank you for sharing this idea on UserVoice! We truly appreciate your input, and our team is reviewing this suggestion as we plan future updates. While we can’t implement every idea immediately, your feedback is crucial in helping us shape the product.
In the meantime, please keep voting on other ideas you’d like to see implemented. Your voice makes a difference!
Thank you for being part of our community!
Best regards,
Fab
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Exclude Leave in Start Time/End Time Variance Metric Totals
Requesting a metric calculation enhancement to exclude planned leave from the start time variance metric. Currently if an agent is rostered planned leave for the 1st half of the day (8a-12p) and they arrive at 12:07 PM the start time variance appears to reflect 4 hours 7min vs just 7m. This can be difficult to determine which agents violate the internal client tardy policy (ie. 10+ min).
Can we exclude planned leave from this variance?
1 vote -
#Handled Average per day per agent
Performance summary currently provides the metric for totaled handled for the selected period for all the agents. We have a metric for agents of the "Average Handled Per day by agents." Currently, to get this metric, we have to take the total #handled and do manual calculations based on the number of days in the date range and how many agents worked during that period. Even if we run the report for just one day, we still have to divide by the number of agents on the report manually.
1 vote -
Option to expose agent's Max hours and Max shifts under User Shifts, Daily allocation and User Availabilities sections
We’d like to see the agent’s contract info – right now you can only see some of their Minimum fields, except for the Roster Warnings tab which shows everything. We need to see those Max fields, and those would be especially helpful to show up in the User Shifts, Daily Allocation, and User Availabilities sections. If the agent has no warnings for the week, their info does not appear, and we currently have to click back-and-forth between screens to ensure we’re not overscheduling reps
1 vote
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