511 results found
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keyboard shortcuts
To have keyboard shortcuts enabled, for copy, paste, delete and other shortcuts for scheduling events
2 votesThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
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Automatic shifts transfer when a user changes Team and Roster
Ability to automatically transfer shifts content when a user is transferred to a team belonging to a different roster already generated.
Today the team change is automatically done by the system but we have to cancel all shifts on the old roster and to create all shifts on the new roster (see enclosed document as example).
4 votesThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
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Slack Alert for Specific User Metrics
Create the ability for Slack Alerts to allow Supervisors and Admins to set alerts that produce insights into which agents are below/above certain metric thresholds.
Today, I am an Admin and I cannot create a Slack notification to tell me what users are below 80% Adherence throughout the day.
Attaching support thread where this was discussed.1 vote -
Workstream Resolution Rate
This is an iteration on the recent 'Group the user metrics by workstream' update. I'd like to be able to report on Resolution rate for individual workstreams:
(Workstream resolutions / Time using Worksteam task status)
1 vote -
customize timeframe for agent dashboard metrics
Ability to customize what timeframe is used to calculate agent or team metrics in the My Team Metrics/My Metrics/How are we doing today? sections of the agent dashboard (ie. week to date vs current day)
4 votes -
Alerting
Real time notifications to configurable destination (email, Slack, system message, system pop-up) for issues with agent performance.
2 votes -
Capacity Planner - Ability to Filter by Different Periods of Time
Staffing view - ability to have users of planner choose to see how the staffing is viewed. For instance, filter options above the table to show:
Day/Week/Month/QTD/Year/Custom
5 votesThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
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Individual task view in Schedule Coverage Chart
When looking at the Schedule Coverage Chart in the Manage Roster, you are only able to view multiple tasks as a combined view of the coverage for both tasks. We would like to see a separation between the task coverage if there are multiple selected. This way we can view the impact to changes within the roster individually for each task without having to switch between them.
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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Realtime Performance Summary Zendesk Ticket Link | Consider Prefix
In the Performance Summary section, when a client has a prefix on their Zendesk instance, the link to view the ticket does not go through. You are not able to view the ticket in Zendesk.
1 vote -
New area for visibility to view/edit/compare shrinkage at a 15/30 minute interval
Requested by The Farmers Dog 2nd Nov 2023
1 vote -
User Profile: Timezone by City Not Country When Typing
When we are in the user profile and 'User Details' section and would like to change the timezone, typing in a few letters brings you to the country first, instead of the city.
Example: Type in MAN should take you to Asia/Manila; instead, it takes you to MET, basically the country name. We need it to read the city name.
On the video, I type 'chi' and it pulls up Chile, instead of Chicago. Not sure when this changed, but it always pulled up the city, not the country.
Attaching a quick zoom for a demo!
3 votes -
Google Calendar Improvement
GCalendar Syncing with Playvox: If a Roster is generated and deleted, this runs the risk of created duplicate schedule imports into Associate Google Calendars where the deleted roster is not manageble by Playvox or WFM.
1 vote -
Manage Roster | User Shift Table - Option to display 'Shift Colour' by Location
When viewing the Manage Rosters page, it would be great to have the 'Shift Colour Type' reflecting each agent's location in the 'User Shifts' table.
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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Show detailed information for PTO/NCNS in User Shift Tab and linked to the Actual Schedule
It would be very useful to see the detailed information for PTO/NCNS in [User Shift Tab] and whose details are linked and shown to the Actual Schedule in order to match the data visualisation to analize users and shift leaves easily.
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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Calendar CSV upload
We would like the ability to upload a CSV document for each Calendar Leave configuration. This would allow us to update leave allotments much more quickly and also also us to zero out all of the holidays.
1 vote -
Ability to import or manually update agent Leave allocations (ie. Annual Leave)
For clients with no HR connector
7 votesWe will look to tackle this early next year.
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Display Updated Business Role Name in Time Off Calendar
When updating a Business Role in the Time off Calendar the new name is not automatically updated. You can see it in the drop down, but not on the display name.
1 vote -
Total time to resolution
We would like to see Total time to resolution for zendesk tickets .
That is time from creation of ticket to final resolution. Not just handle time.
4 votesDevelopment is in progress, and will be available initially on workstream details and workstream analysis.
Total Time to resolution will be calculated at the time the workstream is closed.
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Modify Filter to Allow for Copy/Paste in Manage Roster > Copy/Clone Shifts
"because right now we have either to scroll down the menu to find the agent or type each name in the search box, but when we have to select multiple agents it becomes difficult to do especially if there's an error then we have to do it multiple times.
So the idea would be to have a copy paste box where we paste the names and that selection of names is the one that we would use as target for the cloning.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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Update Manage Roster Filter Criteria
Allow filter options in the Manage Roster timeline tab to exclude users that don't meet ALL of the criteria. ie. English Calls and English Chat to show only those that have both roles not anyone that has either or. Currently this filter would reflect anyone that has the English Calls role and anyone that has the English Chat role but it would be helpful to filter for only those that have both.
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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