509 results found
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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 -
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 -
1 vote
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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
1 vote -
bulk remove tasks
ability to bulk remove a task from the roster and have the system automatically replace the task with the task (or one of the tasks) from the workplan. Could be further adjusted via Optimisation after completion.
2 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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Comparison window to allow more than two dates/range comparisons
Comparison window in workstream analysis report should be able to cover multiple days and compare multiple days vs. the current limit of two comparsions
2 votes -
Custom DST (Daylight Saving Time)
DST poses challenges each spring and fall due to our teams spanning three time zones: North America, Mexico, and EMEA. This year, EMEA switched on Oct 30, North America will switch on Nov 6, while Mexico remains unchanged. To align our support hours, we require a customized Mexico shift synchronized with North America's DST change to streamline scheduling and recurring events.
5 votesHello
Thank you for sharing this insight! We appreciate you taking the time to share your idea with us.
While we are not working on this feature yet, rest assured that we are actively considering it for future development. Your input is crucial to our planning process, and we will keep you informed of any updates
Your feedback is invaluable and helps us make our product even better.
Kind regards,
Fab
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Additional Metrics from Amazon Connect
Missing metrics for Amazon connect:
% Declined calls
% Handled calls (shows either 100% or 0% which isn't correct)
% Missed calls
Agent Missed Calls
Agent Phone AFAHT
ASAOutbound Phone interactions:
AHT
Avg Hold
Avg Talk
Avg Wait
Avg Wrap
Total Handle Timeof interactions
Outbound Phone Workstreams AFAHT
Outbound Phone Workstreams # HandledPhone # Handled
Phone Actual Available Time
Phone Avg Hold
Phone Avg Talk
Phone Avg Touch Time
Phone Avg Touches
Phone Avg Wrap
Phone Conformance
Phone Consultation Time (?)
Phone FAHT
Phone First Resolution Rate
Phone First Resolutions
Phone Handled Rate
Phone Occupancy
Phone Rostered…1 vote -
Keep a date range on Saved Calendar Views
When in Leave Management, it would be great to have pre-saved views that retain date ranges in the calendar.
6 votes -
Reminder Emails to Team Managers - Leave Requiring Approval
Reminder email sent to manager / team leader who should be approving leave if there are outstanding requests for their team/group. (e.g. if there are leave requests awaiting approval for over 24hrs)
2 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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Email Notifications: Planned and Unplanned Leave Emailed to a Group
Ability to have planned / unplanned leave send configurable emails to groups rather than just individual manager. E.g. would be good to be able to add emails to leave management emails. or the ability to designate more than one person as a manager.
2 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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Administrator Role receives all new permissions automatically
The administrator role should by default receive the permissions for all new features automatically rather than it needing to be configured. The role should be granted in a limited subset of folks that this access would not create greater exposure especially since the role has/can to grant themselves those permissions manually now.
1 vote -
Time Off Minimum Limit
Currently, 30 minutes is the minimum limit for PTO requests that Playvox can approve. With the Workday integration, we need to be able to submit a for the time needed so our people can get paid properly. If it would be possible to remove the limit so our reporting and their time cards can be accurate
1 vote -
Reoccurring Events
When a reoccurring event is booked for 2 people (A lead and an agent for example) if one of the two people is not scheduled to work at the time of the meeting, can it not be applied to the remaining schedule.
Example - A Lead and Agent have a reoccurring 1:1 every two weeks on a Tuesday at 4pm EST. If the Lead has a scheduled shift from 8-4pm EST the meeting would not be applied since the shift ends at 4pm EST, but if the agent shift is 10-6pm EST they will still have the 1:1 applied to…
1 voteHello
Thank you for your valuable suggestion! We appreciate you taking the time to share your thoughts with us.
Your input is incredibly important as we strive to improve our product.
Kind regards,
Fab
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Schedule summary
Ability to filter schedule summary by Tag.
2 votesThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
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1/2 Day PTO Requests
Have the ability to indicate 1st half or 2nd half PTO requests without having to figure out each user's availability to identify specific timeframes.
1 voteHello,
Thank you for your suggestion regarding the ability to indicate 1st or 2nd half PTO requests! We appreciate you sharing this idea with us. It's great to hear how our features can be improved to better meet your needs. We’re always looking for ways to enhance our WFM product, and your feedback is incredibly valuable to us.
Kind regards,
Fab
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