Workforce Management

Currently agents can submit duplicate time off requests that are identical. These requests will show up as pending until confirmed or denied. Example: at 3am EST ,on November 3rd, agent John Smith submits a request for December 22nd 10:00am-11:00am EST. On the same day, on November 3rd and one hour later, at 4 am EST, agent John Smith submits the exact same request for December 22nd 10:00am-11:00am EST. Now we have 2 identical time off requests pending. Could we adjust the logic for these requests and throw an error when the same agent is submitting the exact same request more than once for the same day and exact same time?

Without a way to name scheduling rules, would love a way to search for any scheduling rules (working hours) that an agent currently has active, or would have active in the future.

Our agents often abuse a screen-sharing status so that they are not routed tickets, and because it puts them as "in-adherence". We want a way to calculate the agent state breakdown for adherence. In other words, if someone was in adherence for 90% of the day, how much of that 90% was spent in X agent state / status?

Now that slack notifications are available based on adherence/state thresholds, it would be extremely useful if there were an option to send to either the individual agent, or their manager, instead of jut a general channel. The Slack member ID's could be stored as additional fields on the People page, to be used in this process. For example, if an agent is 10 minutes out of adherence, I'd want a notification sent to the agent directly. But at the 30 minute mark, I'd want it to go to the person's manager.

Current Behavior When uploading forecasts, the new upload overwrites the native assembled forecast. This removes visibility of the assembled forecast and makes it hard to compare different forecast sources. Request Add visibility into both assembled (native-generated) forecasts and uploaded forecasts. Enable the ability to switch back and forth between the two views. Allow naming of forecasts (e.g., “Short Range,” “Long Range”) to make them easier to distinguish. Why This would help prevent loss of information when uploading, make comparisons more seamless, and improve clarity for teams managing multiple forecast horizons.

What we'd like to see: Calls Missed - Total number of calls an agent missed Calls Declined - Total number of calls an agent declined Trend Analysis - How these metrics change over time Where this would appear: Agent Scorecard reports Team Performance reports Real-time agent monitoring (if applicable) Why This Matters: Better visibility into agent call handling performance Identify patterns in missed/declined calls for coaching opportunities Enhanced workforce management insights More complete picture of agent productivity Use Cases Managers can identify agents who may need additional training on call handling Track improvement over time for individual agents Compare missed/declined call rates across teams or time periods Better understand overall call center performance

Need the ability to report on the following backlog / active chat elements: number of tickets / customers in queue( messaging ID ), average wait time per customer, name of customer, entitlement, and case priority level *along with a summary of Total Chats in queue, longest wait time, average wait time This data is needed to gain visibility into the active chat queue, segmented by customer entitlement and case priority. It enables more effective queue management by helping us prioritize responses based on the severity of the issue and the support tier of the customer. This ensures high-priority and high-entitlement customers are served appropriately and in a timely manner, improving overall service quality and customer satisfaction. Having queue segregation by severity or entitlement will enable managers to see how many chats are waiting in the queue, allowing them to allocate the right engineers effectively. This feature would enhance managers' operational efficiency. Access to the following metrics would significantly help the business identify gaps and maintain process hygiene: Average wait time per customer Number of chats waiting in the queue Total chats handled

If there is a change in shifts, both the old and new shifts will show in Google Calendar. Which is very confusing and annoying. Please make sure the sync is properly done between the 2 tools.

As a customer, I want to see a metric called “Total Productive Hours – All Channels” in the Team Performance report. Current Behavior: At present, productive hours are only displayed at the channel level. This creates challenges when certain agent states are mapped to multiple channels, as the same time is counted more than once. Because of this double counting, simply summing the channel-level productive hours does not reflect the true total productive time worked. Example: If an agent works: 20 hours in a state productive for Phone and Email, and 20 hours in a state productive for Chat, the report currently shows: Phone: 20 hours Email: 20 hours Chat: 20 hours However, the actual total productive time is 40 hours, not 60. Workaround: To estimate total productive hours across all channels, customers currently need to multiply: Total Hours Worked (All Channels) × Actual Productive Hours % Desired Outcome: Include a single, non-duplicated metric for Total Productive Hours (All Channels) in the Team Performance report to accurately represent total productive time worked across all channels.

Allowing agents to see what days have available time off versus days that no longer have hours available for reqeusts