509 results found
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Add Employee ID column to the MY TEAM ROSTER and MY TEAM SCHEDULE screens
Add the Employee ID column next to the user’s one in the MY TEAM ROSTER and MY TEAM SCHEDULE screens to facilitate Leaders work for internal processes
1 voteThis item is being prioritised for development.
We are beginning planning and will provide further updates as we understand when this item can be actioned.
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Measure occupancy
Nowadays we are considering based on the schedule and as you mentioned, if the agent use more than one window to serve tickets, we will count more time than he/she is really doing.
But I wanted to see the possibility of having occupancy measured in slots, without considering the number of minutes spent on various tickets in the interval, but only the "entry and exit".1 voteThank 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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Partial Day Annual Leave to deduct correct AL hours
We've recently noticed an anomaly that when an employee submits a request for partial day annual leave that covers their shift from rostered start time to rostered end time it won't recognise that any unpaid break (lunch etc) needs deducting from. Example being an FTE is 7.5hrs and this would be the AL deduction for an all day AL submission, but if an employee were to submit a request as partial day for this particular day then it'll deduct 8.5hrs (shift + 1hr unpaid lunch).
While there is an understandable education piece we can take on from our side of…
1 vote -
Search Interactions View in Seconds
Hi, I'd like to make a suggestion;
In the "Search interactions" report, in the date stamp columns (Start time and End time), the time is shown in this format: HH:MM.
We would like to have the view in Seconds, if possible.We would also like to know if it is possible to display the time in seconds in the "Work Effort" column and make it customizable.
We would like the time in the timestamp columns (Start Time and End Time) to be in this format:
HH: MM: SS
At the moment, this is only possible in the individual view of…
1 vote -
Intraday Template Second Workload Column Should Be AFSHT
Intraday historical template, the second workload column should be AFSHT, not AFAHT. I tried importing it for the first time using data in both columns today, and it simply overrode the AFAHT when I kept the column titles unchanged. It ended up giving me just one column. When I changed the column title to AFSHT, it took the second column as solved handle time as I expected to see. Adding an attachment for reference.
1 voteThank 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 to hide Deleted Teams from Teams filter
Ability to hide Deleted Teams from Teams filter in every screen. Currently Deleted Teams are displayed in some screen filters (e.g Realtime work summary or Leave Request search ) while they are not in other screens (e.g. My Team Roster or Schedule Summary). To be consistent the display should be the same (either hide Deleted Teams everywhere or at least give the ability to hide them by a new permission).
1 voteThank 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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Display 'Leave Allowance' on the Agent dashboard
The ability to display 'Leave Allowance' on the Agent dashboard, keeping the agent mindful of their allowance as well as leave taken to date (which is already displayed)
4 votes -
Google Chrome Extension - Ability to change status after shift completed (Leadtech)
Leadtech team would like that the agent does not have any limitation to change their status after the scheduled time, so that they can fulfill all the tasks assigned for that day.
For example: the agent started their shift at 09:30 (because of the flexibility they have to start between 7:00 am and 9:30 am), the agent should be able to execute the tasks scheduled in the period 07h-09h30 at the end of their shift.
4 votes -
Ability for agent to cancel an approved leave
Ability to allow agents to cancel their own leave requests after they have already been approved. Currently this needs to be done by an admin. Canceling a leave request should generate a notification to the WFM/lead (FYI only).
2 votesWe need to conduct more research in this area as there are mixed views from customers. Some believe that allowing agents to cancel leave is beneficial, while others are against it due to company leave policies and its impact on business operations.
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Reflect All Agents OOO in Who's Away
Allow the Who's Away dashboard section to be configured to include all leaves if preferred, including those added via the roster generation such as RDO.
1 voteThank 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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Display more data in Roster Summary table
Right now, there is no way to see an agent's max hours or shifts per week. The User Shifts and User Availabilities tables only show the Minimum for each. When manually adjusting someone's schedule, you have to click into their agent view then back to the roster for each person you are adjusting
Also, it'd be nice to have a Total Hours Rostered (excluding RDO). It shows total Paid, Leave, Shrinkage, and Productive, but you have export and add/subtract to get an overall total (for example, if you wanted to see how many FTEs were scheduled that week)1 voteThank 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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Customizeable Thresholds for Metrics
For User Performance Metrics, Late Start and Early Departure, we'd like the ability to set the threshold for what counts as "late" or leaving "early"
1 vote -
Ability to refuse a Shift Swap Request
Currently a user receiving a shift swap request cannot refuse it. If he doesn't respond proposing a date, the request continues to appear in the “Your shift swap offers” tab. Only the requester or the management can cancel the request.
It would be helpful to add a button permitting the user receiving the request to refuse it.
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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Leave request - option to match team or local calendar
It would be a great for bussines needs feature if our agents could select the calendar they want to use when creating our leaves, as some of our agents work different timezones and the request matches their local timezone when reviewing/approving the leaves it makes it difficult.
4 votes -
Ability to enter a shrinkage overlay in roster set up
Would like to see the ability to enter customized shrinkage at the roster level in different intervals throughout the week. Example - higher shrinkage for the morning and evening to staff up for absences and lower shrinkage in the afternoons to encourage meetings, etc.
This would also be good to not be set to the task but applied overall to the workplan
1 voteThank 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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Need start day of week config to apply to the entire system
The help center states this globally updates across the whole platform, but that isn't actually the case. After contacting Support (Ticket #32414) they told us the feature wasn't intended to perform that way, and the setting only applies to the Roster. We need this is update everything. It's very confusing having different calendar formats scattered everywhere
1 vote -
Adherence or Conformance by Channel/Workstream
a new metric that can show the adherence or conformance at the agent, date, time/interval level. This metric would be a percent of how much time was productive in a channel vs scheduled.
% = Total Time Active in Task or Channel / Total Time Scheduled in Task or Channel
1 vote -
Events: Detailed View/dashboard for all events and ability to export data
Ability to have a view / dashboard dedicated to Re-occurring events created by group AND Agents. This view should allow us to bulk edit, along with the ability to view and export the details of: Frequency, created date start date, end date, duration, group or agent name, etc.
This should ALSO include the ability to export as well1 voteThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
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Ability to save a default "Work Summary Preference" view for all users
At the moment all users have to independently adjust their "Work Summary Preferences" in order to view certain things like "Activities" or edit durations for "Out of Adherence" times at the top summary section. Then as soon as the user clears cookies/cache, these settings revert back to default.
It would be valuable to have the ability for Admins set a default settings/preferences in the work summary for all users that will not disappear if cache/cookies are cleared. We can still keep the option for users select their own view if they wanted to.
However, Admins should be able to select…1 vote -
Leave management overall calendar
It will be helpful to have an overall view of the leave requested by a team to add in the leave management calendar also the submitted leaves. To highlight the difference with the approved leaves, the background color of the submitted leaves could be transparent and the name text and the border color could use the color of the leave task.
1 vote
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