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  1. 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 votes

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    0 comments  ·  Planner  ·  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

  2. 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 vote

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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

  3. 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

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    0 comments  ·  Real Time  ·  Admin →
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  4. 1 vote

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  5. 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

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  6. 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

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    Acknowleged  ·  0 comments  ·  Connectors  ·  Admin →
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  7. Display volume trends as a percent in the Forecast configuration that can be edited if preferred. For instance, it's showing ^5% as the recent trend it's using to calculate the upcoming forecasts, the client can choose to keep that or can edit it to something else they would like to use for the upcoming forecast.

    4 votes

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    Acknowleged  ·  0 comments  ·  Forecasting  ·  Admin →
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  8. Ability to do a two-way schedule integration for some users (ie. pulling events from Gcal into Playvox, and then Playvox into Gcal). Currently, we are only able to set calendars up as either a Scheduling calendar (ie. to pull events from Gcal to Playvox) or a User calendar (ie. to pull events from Playvox to Gcal).

    3 votes

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    Acknowleged  ·  0 comments  ·  Connectors  ·  Admin →
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  9. 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 vote

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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. 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 vote

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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

  11. 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

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  12. 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

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  13. I'd like to have the ability to create custom metrics in reporting using the existing metrics captured through the connector. e.g. phone time + email time = productive time

    Example: “# Handled” (Number of Interactions): in this indicator, the tool allows what should or should not be considered as interaction, even making it possible to establish time intervals between actions for this measurement.

    Regarding what we consider Operation productivity, we established that only some specific actions are productive, such as Public Responses and/or Internal Transfers to different levels, as long as the interval of each action is greater than 180s.

    9 votes

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    Acknowleged  ·  1 comment  ·  Metrics  ·  Admin →
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  14. In the current implementation, when a leave request is cancelled, the leave task is removed from the roster without restoring the tasks that were there before the leave was cancelled. This results in the person not being scheduled at all for that day.

    Cancelling a leave request should result in restoring the tasks to whatever they were before the leave was added, or to what they would be if the roster was generated (in case the leave already existed at the time of the oyster generation).

    25 votes

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    Planned  ·  0 comments  ·  Leave Management  ·  Admin →
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  15. 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 votes

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    Development 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.

  16. "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 vote

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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

  17. 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 vote

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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

  18. When entering time off, can we have the ability to add times outside of 15-minute intervals? Currently, if someone is say 20 minutes late, we have to submit the time off in the leave requests using a 15-minute interval and then go into the roster and update the time. It would be better if we were able to do this in one step instead of two.

    6 votes

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  19. When a shift is removed from the roster management page (sometimes in error), the all associated data is wiped out. From what I understand, "actuals and occupancy are tied to the shift ID, which is a unique ID generated by the application during roster generation." Once an agent's scheduled is mistakenly deleted the agent's schedule and shift ID are removed along with all the metric that were attached to it. When we add a schedule back to the agent, the new shift ID is created but does not marry the metrics already in process or recorded.

    This affects the agent's…

    2 votes

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

    Thank you for raising this concept to the WFM team. 

    The Product Owner will review and update accordingly

  20. Need all users to have a Playvox ID.
    The reporting in Playvox needs to include a User ID that is unique to each user and available on all user reports.
    For instance, when I pull the User Performance Metrics, the only User info is their full name in one excel box.
    but, when i pull the Schedule Task Details...i get the user name in 2 boxes (first/last) and also now i have their email address.
    So when i export these 2 reports to excel i have to manually combine names rather than having a unique ID that i can easily…

    1 vote

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    Acknowleged  ·  1 comment  ·  Reporting  ·  Admin →
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