513 results found
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Schedule Only on Predefined Intervals
In the shift template, add the ability to define what intervals shifts can start at. For example, shift can start between 7am and 12pm, but only on the hour (so at 7, 8, 9, 10. etc) or only at the half hour (so only at 7, 7:30, 8, 8:30, etc).
Currently, this can only be achieved by making different shift templates for each hour start time, which 1) is cumbersome and 2) means that only the first priority shift template is rostered to. For example, if I have different shift templates for 8, 9, 10, and 11am start times, and…
1 vote -
Intraday User Performance Metrics
"I would like to have the option to track my agents' results every hour of the day, instead of just seeing the day as a whole. What I want is to check how the results are performing in each specific hour."
1 vote -
Opt in hours- Open date and Closed date
Have the ability to open and close an Opt In period so that agents would have a week to opt in to slots but then the ability to say the opt in period is now closed.
1 voteThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
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Opt In Hours- Ability to Bulk Select
Looking for the ability to "bulk select" slots for opt in hours or select a certain slots every week (if roster is set to a generate for more than one week).
1 voteThis item is being prioritised for development.
We are beginning planning and will provide further updates as we understand when this item can be actioned.
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Graduated nesting in capacity planner
Graduated nesting - An idea to build on our current nesting' period in Cap Planner - The ability for Playvox WFM to automatically know that somebody with 50% proficiency is effectively 0.5 FTE until they are competent/proficient in a skill. It would be nice to be able to set dates against it to so for example, am agent is 50% 'effective' for 1 week, 75% 'effective' for the next 4 weeks etc; and then agent is 100% 'effective.
1 vote -
Apply Pay Categories to Shift Templates
This is a 24 x 7 operation. They have a number of shifts that run across midnight e.g. 10pm-6am, midnight-8am etc; They are wanting to apply pay categories accordingly and automatically. We do not tie shifts to overtime today, it's tasks only and is done in 'manage roster' through additional hours or added manually. Could we potentially look at adding these at the shift template level and then set those overnight agents to their own template?
1 voteThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
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Cannot add business roles to roster policies for agents that will go live in future
On the roster configuration page, when you are adding a policy, you cannot add business roles that are associated with team members who are not yet active.
For example, I have 2 teams on a roster: 1 is working chat, 1 is working voice. They are on different workloads, and they are starting at different times. The chat group is starting next week. Their team is added to the roster and their users are in PV with next week start dates, but I cannot add the Chat business role to the policy for chat in the roster config because they…
1 voteThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
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Bulk Add New Task Avoid Breaks/Lunches
Currently the bulk add new task will ignore any agents that have a task that you don't want overridden but it would be helpful to have the tool allow you to add a task that extends through the break or lunches (or other specified) tasks without covering those tasks and not ignore those agents from the update.
1 voteThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
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Tiering/Hierarchy of tasks
We'd love to see a system of being able to have tasks assigned a tiered rating, so some would supercede others.
For example, if staff had to go through a piece mandatory training then the training task planned into their schedule would rank higher than any other task. So if a member of staff would then want to book that day off as AL where their training would be scheduled if availability allowed, then instead of auto approving, it would go into pending instead. This would then give us the opportunity to have meaningful discussions with relevant parties to check…
1 voteThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
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Configure the historical data to use for Forecast Arrival Patterns
Allow you to configure which historical days, weeks, months you want to use for forecasting the arrival patterns rather than the last 6 weeks. Also allowing a combination of these options to be used. ie. Thanksgiving week 2022 can be used for Thanksgiving week 2023. Or rather than a week since the day can move, Christmas Eve 2022 (Saturday) can be pulled in for just this coming Christmas 2023 (Sunday) arrival pattern. This would reduce the need to create custom intraday profiles via csv import.
1 vote -
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 -
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 -
Enable shift swap for a task
Currently swapping is enabled only at the shift level (full day).
As we are doing scheduling at the task level there is a need to have swaps done at this level, as often people swapping have different roles as it relates to the other tasks on their schedule (the ones they are not swapping).14 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
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