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43 results found

  1. Agents/admins able to request or log future training days in advance of a roster being available (similar to leave but as a normal task)

    4 votes

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    Under Review  ·  0 comments  ·  Workforce Management » Scheduling  ·  Admin →
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    Cecelia Auerswald supported this idea  · 

  2. Roster Configuration: Ability to view an audit of changes made

    4 votes

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    Planned  ·  0 comments  ·  Workforce Management » Scheduling  ·  Admin →
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    Cecelia Auerswald supported this idea  · 

  3. Events: Recurring Pattern / Multiday Event Generation

    6 votes

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    Planned  ·  1 comment  ·  Workforce Management » Scheduling  ·  Admin →
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    Cecelia Auerswald supported this idea  · 

  4. Improve Roster Filters - Coverage

    5 votes

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    Prioritized  ·  1 comment  ·  Workforce Management » Scheduling  ·  Admin →
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    Cecelia Auerswald supported this idea  · 

  5. Work Summary - Ability to add/edit rostered tasks from this screen

    14 votes

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    Acknowleged  ·  1 comment  ·  Workforce Management » Real Time  ·  Admin →
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    Cecelia Auerswald supported this idea  · 

  6. Capacity Planner - Ability to export all monthly details data at once

    4 votes

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    Acknowleged  ·  0 comments  ·  Workforce Management » Planner  ·  Admin →
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    Cecelia Auerswald supported this idea  · 

  7. Dashboards for System Admins: Create an overview of data metrics visible

    3 votes

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    Acknowleged  ·  0 comments  ·  Workforce Management » Metrics  ·  Admin →
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    Cecelia Auerswald supported this idea  · 

  8. Add leniency rules to Punctuality

    4 votes

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    Planned  ·  1 comment  ·  Workforce Management » Metrics  ·  Admin →
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    Cecelia Auerswald supported this idea  · 

  9. Add Email Column Option to User Performance Metrics

    3 votes

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    2 comments  ·  Workforce Management » Metrics  ·  Admin →
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    Planned  ·  AdminAnonymous (Admin, Playvox) responded

    Hi,


    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,

    Cecelia Auerswald supported this idea  · 
    Cecelia Auerswald shared this idea  · 

  10. Possibility of Customizable Metrics in User Performance Metrics

    8 votes

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    Acknowleged  ·  1 comment  ·  Workforce Management » Metrics  ·  Admin →
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    Cecelia Auerswald supported this idea  · 

  11. Forecasts: Update chat / voice forecasts to exclude historical data outside of current operational hours

    2 votes

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    Prioritized  ·  0 comments  ·  Workforce Management » Forecasting  ·  Admin →
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    Cecelia Auerswald supported this idea  · 

  12. Edit Forecast/Historical Pattern Summary Combo Look

    2 votes

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    Acknowleged  ·  0 comments  ·  Workforce Management » Forecasting  ·  Admin →
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    Cecelia Auerswald supported this idea  · 

  13. Have an option for import forecast to adjust existing forecast volume rather than override

    3 votes

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    Acknowleged  ·  0 comments  ·  Workforce Management » Forecasting  ·  Admin →
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    Cecelia Auerswald supported this idea  · 

  14. Combine both SMA and seasonal forecasting into one

    8 votes

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    Acknowleged  ·  0 comments  ·  Workforce Management » Forecasting  ·  Admin →
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    Cecelia Auerswald supported this idea  · 

  15. Make it easier to re-run the forecast

    4 votes

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    Acknowleged  ·  0 comments  ·  Workforce Management » Forecasting  ·  Admin →
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    Cecelia Auerswald supported this idea  · 

  16. Historical Patterns Summary | Ability to Export Intraday AFAHT Data

    3 votes

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    0 comments  ·  Workforce Management » Forecasting  ·  Admin →
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    Cecelia Auerswald supported this idea  · 

  17. Add weights as adjustments to forecasts

    1 vote

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    0 comments  ·  Workforce Management » Forecasting  ·  Admin →
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    Cecelia Auerswald shared this idea  · 

  18. Hourly ealtime service level monitoring by channel

    2 votes

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    Acknowleged  ·  0 comments  ·  Workforce Management » Real Time  ·  Admin →
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    Cecelia Auerswald shared this idea  · 

  19. Incorporate shared volume and skilling into SLA projections and scheduling.

    1 vote

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    0 comments  ·  Workforce Management » 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

    Cecelia Auerswald shared this idea  · 

  20. Downloadable Mean % Error by workstream

    1 vote

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    Acknowleged  ·  0 comments  ·  Workforce Management » Forecasting  ·  Admin →
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    Cecelia Auerswald shared this idea  · 
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