Time off + tasks that are less than 5 minutes duration
Posted Oct 14, 2024
Hi,
Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
In line with accuracy, we need to plot tasks or Time off that are less than 5 minutes. Have been advised that this is currently a product limitation but hoping we can take a closer look into this. As far as reporting goes and in spirit of transparency with the way we calculate attendance, we need to be able to plot the exact time in the agetn's schedule.
What problem do you see this solving? (1-2 sentences)
This will reflect an accurate attendance report which is needed for our Score card and Stack ranking purposes.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
This problem happens on a daily basis when we need to plot tasks or tardiness that are less than 5 minutes.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
Yes, we plot it as 5mins as the tool will allow and manually adjust on the spreadsheet after we export the attendance and activities.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
Enable plotting of tasks/time offs for less than 5 mins duration.
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3 comments
Renz Belardo
Hi Maksym,
I'm picking this as Evelyn and I are from the same team.
Could you please share what are the actual life examples of situations that you want to reflect in your schedule as tasks that take less than 5 minutes? >> As mentioned above, plotting of tardiness/late.
Sample for Time OFF plotting
If one of our agents is late for around 2 minutes, we reflect it on Tymeshift as 5 minutes — this doesn't show transparency/data correctness as attendance is part of the criteria in our stank ranking.
Sample for Tasks plotting
Another example is when you adjust the duration of a task and the remaining time is less than 5 minutes the tasks beside it will "eat it"
E.G
Break - 5:45 PM to 6 PM
Chat - 6 PM to 7 PM
If I edited the chat to start at 5:49 PM (4 minutes remaining in Break) and saved it, the Break activity would be banished and the Chat would force its way to start at 5:45 PM instead of leaving the break in 4 minutes
Do you add those beforehand (i.e. they are planned) or do you add them after the fact to represent what was actually happening on site, thus "fixing" the adherence for agents? >> This usually happens after the fact. We would want this feature for admin users only, we don't want agents to apply time off of less than 5 minutes ;)
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Maksym Shynkarenko
thank you so much for taking the time to provide us with your feedback here. I would like to ask more about your use case, especially about the time off application.
Could you please share what are the actual life examples of situations that you want to reflect in your schedule as a tasks that take less than 5 minutes?
Do you add those beforehand (i.e. they are planned) or you add them after the fact to represent what was actually happening on site, thus "fixing" the adherence for agents?
Once more, thank you for sharing this need of yours with us.
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Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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