517 results found

1. Schedule Update Enhancement

   We'd love to see the following enhancement made to Schedule Update function if possible?

   At present, the schedule update tool won't work in adding new starters to their allocated teams when they complete their defined period of Training/Academy time to a roster that has already been generated and published.

   As an organisation we're rolling out our main rosters for a longer period of time and are also in a period of having fortnightly intakes of staff. So every 2 weeks we're now having to move a sizeable headcount of new starters into their new teams manually. As our rosters grow and cover an extended period of time this will become a very labour intensive piece of work.

   So the enhancement we'd like to see to ease this burden would be to have these switches happen automatically and with minimal of manual intervention into previously generated and published rosters.

   Thanks!

   We'd love to see the following enhancement made to Schedule Update function if possible?

   At present, the schedule update tool won't work in adding new starters to their allocated teams when they complete their defined period of Training/Academy time to a roster that has already been generated and published.

   As an organisation we're rolling out our main rosters for a longer period of time and are also in a period of having fortnightly intakes of staff. So every 2 weeks we're now having to move a sizeable headcount of new starters into their new teams manually. As our rosters grow… more

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   Acknowleged  ·  Anonymous responded

   Thank 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

2. Provision Users In OKTA

   Have the ability to provision users via OKTA without needing to manually add/deactivate them.
   - onboard/offboard
   - Transition Teams
   - Update roles as needed

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   Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

   
   

3. Enter Leave on Real Time screens

   I want to be able to enter leave on the Real Time screen as this is the easiest place to enter partial absent. Currently, you can edit Actual Events, allowing us to enter Rostered leave eliminates the need to move between screens for what should be a simple data entry.

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   Acknowleged  ·  0 comments  ·  Leave Management  ·  Delete…  ·  Admin →
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4. Automation of adding agent to selected roster

   In our organisation we have a high internal attrition meaning that every month we have a significant number of agents moving from one department to another.

   At present the process of manual moving an agent to a selected roster is a time consuming one and with us looking to extend our roster range to a rolling 12months out it will mean even more time potentially being spent on selecting each selected roster one at a time to add a new agent into that roster.

   As a proposal, much in the same way we can queue rosters to be generated overnight/out of office hours, can we implement something similar for adding an agent to a selected roster?

   For example, agent A is due to move to roster B as of next week and this department currently has 3 months of rosters generated and published. Roster B is comparatively to others so will take approx 5mins per roster to add in shifts as per his template/rotation etc. To manually click this for 3months worth of rosters isn't currently the best use of manpower, so if this could happen overnight with a queuing system then it releases us to work on other tasks.

   Thanks!

   In our organisation we have a high internal attrition meaning that every month we have a significant number of agents moving from one department to another.

   At present the process of manual moving an agent to a selected roster is a time consuming one and with us looking to extend our roster range to a rolling 12months out it will mean even more time potentially being spent on selecting each selected roster one at a time to add a new agent into that roster.

   As a proposal, much in the same way we can queue rosters to be generated overnight/out… more

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   Acknowleged  ·  Anonymous responded

   Thank 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

5. Update leaves from manage roster to be reflected on leave history

   Ability to edit/delete leaves from Manage Roster which is then reflected properly in Leave History (and connectors)

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   Acknowleged  ·  Anonymous responded

   Thank 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

6. Slack Notifications for Agents out of adherence

   We would love to be able to setup a Slack notification that would name agents who are out of adherence based on a specific set threshold (e.g., if an agent is 15 min late to signing in for their shift, or 15 minutes out of adherence during their shift, a Slack notification would name the agents and the time spent out of adherence).

   4 votes

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   Acknowleged  ·  1 comment  ·  Connectors  ·  Delete…  ·  Admin →
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7. Slack notifications regarding next scheduled task/break

   Currently, agents are relying on Google calendar to know which task they should move into or when their break is - however, Google cal has a significant lag with Playvox and is not always accurate, so it would be helpful to have these notifications from Playvox pushed through Slack to agents for the most accurate schedule and to improve time management

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   Acknowleged  ·  0 comments  ·  Connectors  ·  Delete…  ·  Admin →
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8. Show details about scheduled updates in user profile

   When scheduling a user profile change, the user profile will show a notification of the scheduled update that only displays:
   - the effective date
   - section of the user profile affected
   - user and timestamp of the change submission

   Details about the change (old and new values for each field) are not being displayed.

   In case additional changes are needed, one might want to first understand what the user profile will look like after the effective date of the scheduled change; this is not currently possible.

   The user profile scheduled update is only marginally useful without having visibility to what the future changes are, unless we keep track of them separately.

   When scheduling a user profile change, the user profile will show a notification of the scheduled update that only displays:
   - the effective date
   - section of the user profile affected
   - user and timestamp of the change submission

   Details about the change (old and new values for each field) are not being displayed.

   In case additional changes are needed, one might want to first understand what the user profile will look like after the effective date of the scheduled change; this is not currently possible.

   The user profile scheduled update is only marginally useful without having visibility to what… more

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   Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

   
   

9. Manager Notification or Approval for Opt In hours

   The ability to have notifications sent to manager when agents opt in to tasks from the Opt In hours feature. We don't need this for every Opt In policy but would be nice to have the ability to info or request approval for certain instances.

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   Acknowleged  ·  Anonymous responded

   Thank 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

10. Five 9 Event Subscription Service

    Ess is Five9's new 'Event Subscription Service'. This service allows for real time information to be passed via a webhook, delivered through HTTP. The payload is a fixed JSON format and cannot be modified within Five9. 

    With this integration, we would no longer need to pull from Five9's reporting portal and would allow the flow of data in real time, a feature that Playvox doesn't currently have with Five9 integrations. 

    ESS will require one subscription for each required event groups. To have real time data for interactions and agen events, we would need 2 separate subscriptions. One for 'Interaction Events' and one for 'Agent Events'. 

    More information can be found here: https://documentation.five9.com/en-us/admin-console/event-subscription/_ch-event-subscription.htm?Highlight=ess

    Here is a list of ESS Events: https://webapps.five9.com/assets/files/for_customers/documentation/quick-references/allevents.html

    Ess is Five9's new 'Event Subscription Service'. This service allows for real time information to be passed via a webhook, delivered through HTTP. The payload is a fixed JSON format and cannot be modified within Five9. 

    With this integration, we would no longer need to pull from Five9's reporting portal and would allow the flow of data in real time, a feature that Playvox doesn't currently have with Five9 integrations. 

    ESS will require one subscription for each required event groups. To have real time data for interactions and agen events, we would need 2 separate subscriptions. One for 'Interaction Events' and one for… more

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11. Manage Roster - Bulk Edit Shifts

    Manage Roster > select agent > Bulk Edit Shifts:

    Allow you to bulk edit shifts with shrinkage tasks as well from here (ie. Onboarding Training/Compliance Training task). Currently it only allows you to edit using workload.

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    Acknowleged  ·  Anonymous responded

    Thank 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

12. WFM Mobile App - For Leave and Schedule Requests

    Having a mobile app for Playvox WFM will put us in line with client needs. This app would be helpful to view schedules, but more importantly to request leave and make schedule requests. The site is accessible via mobile devices, but this would give us an edge. Feedback from one of my clients.

    12 votes

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    Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

    
    

13. Widget Capabilities

    Ability to enter Add On Hours and also enter Leave in the Widget versus signing into the Playvox page. Majority of our users do no log into Playvox page regularly and adding these options to the widget would be beneficial from a User Experience.

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14. Import fixed FTE forecasts for multiple weeks

    Currently, the CSV import of a fixed interval FTE forecast only takes in up to a seven day Monday-Sunday period. It would be helpful in our use case (forecasting for work outside of Playvox that does not have a workstream integration) to mass import for multiple weeks at a time.

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    1 comment  ·  Forecasting  ·  Delete…  ·  Admin →
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    Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

    
    

15. Simplify Help Center log in and open to all users

    I am often getting questions about how to log in to the Help Center.The log in process to the Help Center is not intuitive, requiring copy pasting the WFM URL (even if the user comes from Playvox by clicking on Help), then clicking on Log in with SSO (even if the user is already logged in to Playvox).
    The process id described here: https://help-wfm.playvox.com/hc/en-us/articles/19348573830419-How-Do-I-Access-the-Help-Center-
    At least for users already logged in to Playvox, they should just click on Help and be taken to the Help Center, without additional login.

    Another issue is that not all users have access to the Help Center, and there is no control for admins over who has or does not have access. This may date back to the Zendesk days, but if the Help Center is truly SSO, this should not be the case.

    Sharing articles is pointless, as most people either do not have access or cannot figure out how to log in. And to see how to log in, you have to log in first...

    I am often getting questions about how to log in to the Help Center.The log in process to the Help Center is not intuitive, requiring copy pasting the WFM URL (even if the user comes from Playvox by clicking on Help), then clicking on Log in with SSO (even if the user is already logged in to Playvox).
    The process id described here: https://help-wfm.playvox.com/hc/en-us/articles/19348573830419-How-Do-I-Access-the-Help-Center-
    At least for users already logged in to Playvox, they should just click on Help and be taken to the Help Center, without additional login.

    Another issue is that not all users have access to the… more

    2 votes

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    Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

    
    

16. Ability to add a minimum FTE requirement & Shrinkage for a workstream as a scenario

    Extend the current scenario functionality to allow you to select a minimum FTE requirements either for all coverage hours or between specific business hours. In addition, the ability to program shrinkage % in the workstream scenario to ensure that coverage is always x% over the minimum requirement - currently this is programmed at the workplan level

    2 votes

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    Planned  ·  1 comment  ·  Forecasting  ·  Delete…  ·  Admin →
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17. Add hours to Special Days, to be able to configure partial day holidays

    We are using Special Days in Leave Calendars to configure holidays by countries/regions. There are countries that have partial day holidays, i.e. the holiday starts only after 2pm.
    Currently Special Days only allow to associate a start and end date, but there are no hours attached to it. We are forced to manually add leave requests for people that celebrate these partial day holidays, but at scale it is difficult to track because new hires are onboarded all the time in different countries.
    To solve this problem, it would be helpful to be able to add hours to a Special Day, which would be in the user's time zone.

    We are using Special Days in Leave Calendars to configure holidays by countries/regions. There are countries that have partial day holidays, i.e. the holiday starts only after 2pm.
    Currently Special Days only allow to associate a start and end date, but there are no hours attached to it. We are forced to manually add leave requests for people that celebrate these partial day holidays, but at scale it is difficult to track because new hires are onboarded all the time in different countries.
    To solve this problem, it would be helpful to be able to add hours to a Special… more

    4 votes

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    1 comment  ·  System Configuration  ·  Delete…  ·  Admin →
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    Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

    
    

18. Use Backlog in forecast

    The ability to manage backlog of email/tickets within the tool and then distribute this as part of the forecast/roster.

    3 votes

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    Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

    
    

19. Optimise active schedules

    Can we please look at introducing the re-optimisation of rosters that includes current active schedules as well as future schedules for the day that have not yet started. Planners want to be able to react to real-time conditions in the Performance Summary Dashboard for example and re-optimise based on that.

    2 votes

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    1 comment  ·  Scheduling  ·  Delete…  ·  Admin →
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    Started  ·  AdminFabEis (Designer, Playvox) responded

    Hello,

    Thank you for your suggestion! We appreciate your input.

    We wanted to let you know that we are actively working on this feature and are targeting the end of Q2 for its release.

    Thanks again for helping us improve the product!

    Best regards,

    Fab

20. Schedule tasks with predetermined start/end times, recurrence, and set number of assignees selected from a pool of people

    Our use case requires us to schedule people into specific duties (tasks) on a set schedule (fixed recurrence and start/end times), independent of the forecast, with a set number of assignees for each slot. We can identify the pool of people eligible for this task via business roles.

    We are currently using events to do this scheduling, but as we keep adding new roles across our global team, the number of events we have to manage is becoming unmanageable.

    We would like to be able to include this in the automatic schedule generation by defining the fixed time slots for the tasks, their recurrence, number of assignees and candidates, and allow the scheduling engine to select the assignees based on availability and load balancing, based on previously assigned tasks (of the same task or similar).

    Our use case requires us to schedule people into specific duties (tasks) on a set schedule (fixed recurrence and start/end times), independent of the forecast, with a set number of assignees for each slot. We can identify the pool of people eligible for this task via business roles.

    We are currently using events to do this scheduling, but as we keep adding new roles across our global team, the number of events we have to manage is becoming unmanageable.

    We would like to be able to include this in the automatic schedule generation by defining the fixed time slots for… more

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    Acknowleged  ·  Anonymous responded

    Thank 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