Ryan Casilag

I know it's kinda harsh and it's not your fault but someone has to realize this is no longer a project tool, businesses relies on your tool to add efficiency on WFM workflow. We chose your product over a working and functioning tool (we thought is the least capable WFM tool we've used but now we realized there's worse) and we're expecting your tool to deliver if not better at least on par. I've shared a lot of ideas including a documentation I shared to your team which mostly are not being implemented, so this will be the last time I'll be sharing my thoughts on your tool and I will make sure that we will move to a better tool after we're done with the contract.

It's actually annoying that you're getting these ideas to better your product from customers without compensating them rather than getting it from one of your bright employees.

Since the ZD WFM limits users to plot Time Offs for overnight shifters (covering 2 days) without breaking into two separate time blocks, it adds an extra steps to switch Timezone just to be able to do so. However, switching Timezones is slow and overusing dropdown menus is very counter intuitive and plotting tasks and time offs using the wrong timezone is really cumbersome. 

Instead of just using a Globe icon, please add a text indicator for the current selected Timezone or at least a flag, if you're really into that simplistic look. 

The page has so many blank spaces that can be maximized. For example, in the Auto Schedule page, you can use icons to separate import and export and bulk edit options and spread to that wide area instead of keeping them in dropdowns. Just keep the dropdowns available when the page is being viewed using a narrow screen, adjusted windows or using mobile web.

Such screen real estate are also wasted while publishing schedules where date selection and agent selection are on a separate tabs instead of keeping them both on the same page. I'm not a UX designer but if you have one on your team, I can say he's not doing his job correctly.

Add a pop-up notification that will be triggered when user is on a locked status and trying to open or start a productive task/ticket. A notification like “You're trying to open/start a ticket while on a locked state. Do you intend to start productivity?” with option to “Stay” or “Start Ticketing”. The pop-up notification will also prevent agents to open tickets in ZD until they switch their task manually or select from the popup option. 

The Task Lock feature is good. However, most of the time some users forgot to unlock their status before starting productivity which compromise the credibility of productive data being recorded. This also adds an unnecessary task for WFM team and managers to make some time adjustments on the Agent Activity upon request which again compromises the credibility of data. 

By adding a popup notification, it will eliminate the need of Agent Activity time adjustments because agents can no longer use the “I forgot to switch status” and it will also keep the data credibility of productivity time recording.

Hi, 

This error message in importing schedules is very annoying. I checked the users one by one and as well assigned all agents to every workstreams just to get through this error message but it keeps on appearing. Is there any way you can simplify this error message by stating which text line it occurs? If you missed a blank field it state which line has blanks but for this error message it's not and it's really annoying.