511 results found
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Workday Integration - ability to feed leave from Workday into Playvox
Allow a two way sync or reverse sync option for clients when it comes to Workday. Sending leave from Workday to Playvox is a great option as part of change management ease when introducing Playvox. This would allow agents to keep the same process of adding leave, but still feed into the Playvox site for scheduling management, leave calendars, etc. Many wins with this feature request.
2 votes -
Revert to previous shift in changelog
Ability to revert to any previously published shift from changelog
2 votesThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
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Bamboo HR: Hard-coded Annual Leave balance
Instead of syncing after every leave request, have 1 sync or a hard-coded balance that leave requests are taken from within the system. This is to avoid situations of duplicated or mismatching balances between playvox & Bamboo HR
4 votes -
Capacity Planner - Ability to export all monthly details data at once
When a Plan is created for several months it will be helpful to have the ability to export all data at once, in a single spreadsheet. Today we need to export month by month and then merge the data.
4 votes -
View peer team via system role permission
View peer team should be via system role permissions rather than the team level. This is necessary for larger groups. There could be a default state to not allow and override at a time level if it's not overridden by the system role permissions.
1 vote -
Retroactively make changes to agent workflow
We'd like to be able to make changes to agent ticket data in the case that incorrect data was gathered. For example, if an agent leaves a ticket open for hours beyond when they are done working on it, we'd like to be able to cut that time off or tag it somehow as unproductive.
This issue mainly impacts our occupancy metric, because agents leaving tickets open for extra time can mean everyone has much higher occupancy than is accurate.
2 votes -
save current grid settings schedule task details
Save current grid settings - enable feature for all reports, including Schedule Task Details (button exists but does not work)
3 votes -
Historical Pattern Summary - Ability to select day of week when looking at multiple weeks
When I'm looking at multiple weeks at a time I'd like to be able to filter down to day of week. For example if I'm analyzing the last four weeks but only want to see the last four Mondays side by side. A day of week filter option would allow me to do this.
3 votes -
Export roster timeline view to a spreadsheet
We would like the ability to export the roster timeline data in a spreadsheet, in a format similar to the one attached.
This would help when we are planning coverage for some special events, when for few days a lot of agents will be unavailable or working different hours than usual. This involves scenario planning, where we are experimenting with various options (number of people unavailable, shifted availability) until we settle on the final solution. Having a scenario planning feature would be ideal, but until then just the capability to export the roster data in a spreadsheet would help.1 vote -
Skipped Interactions | Ticket ID with Agent who skipped.
We can already know how many interactions where skipped by which agent.
But we want to know more details.
We would like to know how many interactions skipped 'x' agent, and when we click on the number we can see which interactions did playvox capture and at what time.
This would help to coach the agents.
2 votes -
Change to Schedule Summary Reporting
On the schedule summary page, it would be ideal to show the Rostered and Actual next to each other in the Data Table. I would like to compare what was scheduled versus what happened without toggling between.
1 vote -
Add custom fields to user profiles
The user list is limited in how it can be filtered or what metadata can be added to users. We are now using Tags to capture additional information, however this can quickly become messy.
It would be nice to be able to add custom fields to user profiles.2 votes -
Add Email Column Option to User Performance Metrics
Currently email is not a column option for User Performance Metric, which makes it difficult for us to aggregate data between different sources (ZD and PV mainly) where the names might be spelled slightly differently or formatted differently.
3 votesHi,
Thank you for raising this enhancement with us.
I'm excited to let you know that we have planned to deliver this particular request with our upcoming redesign of User Performance Metrics.
In the redesign, details such as a user's email, location, business roles and tags will be visible and filterable within the table.
The redesign is target for release in late Q2 - early Q3,
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Approved shift swap details
As a manager I need to see shift swap details after approval. Today after approval the shift swap details are empty.
We need the ability consult shift swaps history details to understand what happened in the past.
5 votes -
Display Volume Trends %
Display volume trend as a percentage in the Realtime Performance Dashboard report (ie. ^5% or) so you can see if you are trending high or low at a glance.
2 votes -
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…1 vote -
Easier Date Selector
Allowing for easier date selection when you are toggling back months or even years to be able to quickly select the month and year vs having to toggle dozens of months forwards or backwards.
1 vote -
option to filter out specific users/groups/teams
While manually editing the roster you can currently filter by name, team, business role, user location and user tag which is really useful, but it would improve the experience so much more if there was also the option to exclude certain users.
ie. filter by 'Team A', exclude 'Business Role 1'
1 vote -
Zendesk allow only one ticket open to accurately capture AHT
Would like the Playvox widget in Zendesk to restrict ticket tabs to allow only one ticket at a time to be open. Also would like the widget to continually track AHT and not allow agents to be in a ticket status without a ticket open.
2 votes -
Event Participant
Create a feature where on demand events (coachings/trainings) can be scheduled around an event participant's schedule (ie. Leaders/Trainers).
2 votes
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