Settings and activity
4 results found
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14 votes
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4 votes
Hi Heather,
Thank you for submitting this request! We appreciate your feedback and will carefully review it as we plan future updates. Your input helps us improve and shape the product to better meet your needs. Keep the great suggestions coming!
Kind regards,
Fab
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Alissa Stott
commented
Totally agreed! The process of configuring holidays is incredibly tedious, particularly since holidays typically apply to most, if not all, of our calendars. I would love to see bulk changes enabled here.
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5 votes
An error occurred while saving the comment Alissa Stott
commented
Absolutely agreed! We have a very large number of tasks that capture specific customer segments and work complexity levels. While these are critical to our forecasting & reporting accuracy, they all map to more generic adherence equivalents.
The volume of available statuses is highly confusing to our frontline agents. For a simplified and easy to use experience, we would love the ability to hide all of the tasks that they do not need to use when changing their status, or group them by category to make it easier for agents to locate the correct status, especially since the status dropdown is not currently searchable.
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4 votes
An error occurred while saving the comment Alissa Stott
commented
Our organization also uses Special Days to record holidays. While our agents do not often have partial holidays, we would find it incredibly valuable to be able to configure a certain number of hours on special days.
For reasons related to agent calendar availability, it's critical that the full duration of each agent's business day is fully blocked off on company holidays or days in which they are taking time off.
Today, Special Days can only be configured based on the number of hours that an agent works. However, the majority of our agents work for 8 hours with a 1 hour lunch. As a result, Special Days block off the first 8 hours of their shift, leaving the last hour open. This creates significant risk with our workstreams, specifically impacting our customers' experience.
While it's possible to change the configuration to a 9 hour day, this also impacts the duration of requested leave. Since our organization has integrated Playvox with Workday, making this change would inflate the amount of time off that agents input when requesting leave, shorting them valuable PTO hours.
Ideally, we would like Special Days and Leave Requests to account for the full duration of the agent's shift, factoring in lunches and breaks, rather than simply adding as the number of productive hours in a shift.
This would be a HUGE win for our organization! Currently, all of our agents are skilled in multiple channels. If they have a meeting or other commitment that conflicts with a portion of their shift, they have no recourse for swapping specific tasks with their peers. Our agents are all full-time and based in North America, so they rarely need to swap their entire shift, but they routinely need to substitute a portion of their shift.
Allowing them to trade tasks, or portions of their shift, would bring significant improvements to their experience, increasing flexibility and autonomy, while still ensuring adequate coverage.