Workforce Management

Currently, when exporting excluded ticket data from the Queue configuration page, the maximum time range you can select is 24 hours (options are 1 hour, 8 hours, or 24 hours). For longer periods, users must run multiple exports and manually combine the results, which can be time-consuming and error-prone. It would be helpful to allow exports over longer time ranges (e.g., a full week or month) to simplify reporting and reduce manual work.

It would help to have the Salesforce case number listed with the tickets for the different exports. That way they don't have to look it up using the ticket ID.

Customers need the ability to audit historical Conversations uploads, including: Was the upload successful? Who uploaded it? When was it uploaded? Customers also need to be able to see, download, and remove a file after it has been uploaded.

When exporting data from the Heatmap report, you can select various metric combinations, but the export only includes "Scheduled vs required" metrics, regardless of the selected metrics from the dropdown. I would expect the export to reflect their chosen metrics, such as "Actual vs scheduled", or any other option available in the UI.

When I export a list of tickets from the Queues and Exclusions page, the export should come equipped with the tags on the tickets as well. Currently it looks like the export only includes the following:

Currently, you can view a single day in the Forecasted vs actuals report. You cannot, however, export a single day. The export will force you to select 30min or hourly intervals. It would be good to be able to export data for that single day, rolled up to the day.

We would like to explore using the upload feature for staffing, but we noticed that we are not able to add descriptions. This will be essential if we use the upload feature as we use the same event types for multiple tasks!

I should be able to customize the upload size limit in Assembled