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  1. 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.

    2 votes

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    Acknowleged  ·  0 comments  ·  Connectors  ·  Admin →
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  2. To have Manage Roster remove all other agent rosters similar to when filtering by team, user, etc. when you use the filter options on the right hand menu filtering by workload and tasks.

    3 votes

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    0 comments  ·  Scheduling  ·  Admin →
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    Acknowleged  ·  Anonymous responded

    Thank you for raising this concept to the WFM team.

    The Product Owner will review and update accordingly

  3. A button or just a field that we can set the number of slots that will apply for the whole day/week instead of manually filling up every interval

    Reason -> OTs are usually open for the whole day hence doing this is a tedious job

    3 votes

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    1 comment  ·  Scheduling  ·  Admin →
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    Prioritized  ·  Anonymous responded

    This item is being prioritised for development.


    We are beginning planning and will provide further updates as we understand when this item can be actioned. 

  4. We would love the option to have "Blackout days" or days that specialists are unable to request time off knowing that we will treat the day as a holiday.

    3 votes

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  5. 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…

    2 votes

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  6. When user leaves their Playvox WFM page on idly and got timed out, when they resume and try to do something, it immediately brings them to a 404 page

    2 votes

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    0 comments  ·  Others  ·  Admin →
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  7. The ability to see what status agents are logged into when using Zendesk Omnichannel. Similar to the status updates we see with Chat and Phones currently.

    The reason for this:
    If we were to use the connector feature between the Playvox and Zendesk with Omnichannel, we would want the Playvox tasks to be selected by the agents with Playvox telling Zendesk what status to be in in omnichannel. If we do this, agents could switch their status in Zendesk omnichannel to be offline (not receiving tickets) and we would not know this in Playvox.

    1 vote

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    Acknowleged  ·  1 comment  ·  Connectors  ·  Admin →
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  8. 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.

    2 votes

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    0 comments  ·  Scheduling  ·  Admin →
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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

  9. Allow for mass deletion of shifts rather than having to click the 'x' for each one by one.

    2 votes

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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. Ability to identify all leave requests approved on a particular date / date range, in addition to requested and submitted date.

    2 votes

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  11. We'd like to be able to schedule changes in bulk by either having the option to schedule a import to "go live" on a certain date OR being able to make a changes to a group of users are the same time and schedule that change to go into effect on a certain date.
    This would help us ensure that things like group/team changes, schedules, availabilities, shift templates, roles, etc are done prepped for the change date without having to schedule each agent individually for that change.

    2 votes

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  12. Ability to create a task that the user can use at any time, without affecting the adherence, but with a time limit.

    E.g: We have flexible lunchtime, so the users can take their lunchtime whenever they decide, but that lunchtime cannot be more than 1 hour, so when the task goes over 1 hour it starts to affect adherence.

    2 votes

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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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  13. Something that will notify them that they should be on break or any other aux based on what's plotted in their roster? Or like an alert that will tell them to move to a certain task that is plotted in their roster.

    We are not integrated with Zendesk and are using a different platform

    3 votes

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    0 comments  ·  Others  ·  Admin →
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  14. Right now when you add events in the roster config feature, you cannot set an end date. If I have a recurring event that will happen for just a week or a month, I would like to set it for only that week/month. As it is, I have to create the event, set it to start on the start date, and then delete it after all rosters are generated with it (and hope I don't have to regen). Alternatively, I can create separate events for each date, but this is very time consuming and leaves a lot of room for…

    2 votes

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    0 comments  ·  Scheduling  ·  Admin →
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    Under Review  ·  Anonymous responded

    This item is being prioritised for development.


    We are beginning planning and will provide further updates as we understand when this item can be actioned. 

  15. To have keyboard shortcuts enabled, for copy, paste, delete and other shortcuts for scheduling events

    2 votes

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    1 comment  ·  Scheduling  ·  Admin →
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    Acknowleged  ·  Anonymous responded

    Thank you for raising this concept to the WFM team. 

    The Product Owner will review and update accordingly

  16. 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 votes

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    1 comment  ·  Scheduling  ·  Admin →
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    Acknowleged  ·  Anonymous responded

    Thank you for raising this concept to the WFM team. 

    The Product Owner will review and update accordingly

  17. 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

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    0 comments  ·  Metrics  ·  Admin →
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  18. 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

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    0 comments  ·  Metrics  ·  Admin →
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  19. 8 votes

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  20. 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

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    Acknowleged  ·  0 comments  ·  Metrics  ·  Admin →
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