Workforce Engagement Management

Hello,

As we reviewed the planned changes, especially around the Time-Off Request area, a couple of thoughts came to mind based on how our agents use the system daily:

1. The "Full Day" versus "Partial Day" selection is a recurring point of confusion for some agents, even after training. It often results in incorrect requests, and due to the lack of WFM options to change this Full or Partial Day status, the request must be resubmitted either by the agent or WFM. We think there might be room for exploring UI designs here that make the distinction even clearer, perhaps moving towards something like a dedicated "Partial Day" option or a toggle that explicitly changes the mode instead of the current slider.
2. For accessing Time-Off Request details, while making the links clickable is good, we've found that icons or simple links like '>' aren't always immediately obvious to users. Explicit buttons like "Edit" or "View Details" seem to work much better in terms of discoverability and making it clear that there's more information or action available.

We've definitely seen during training that explaining less explicit interactive elements can take time, so anything that makes the interface more intuitive upfront is a big win. While we understand that using text might increase translation considerations compared to icons, we believe the usability gains would significant enough to warrant this approach.

Thanks.  We are considering enhancing Time-Off Request partial day input to start time, end time instead of length and start time for clarity and consistency with Shift Trades, would this help?

Hello,

As we reviewed the planned changes, especially around the Time-Off Request area, a couple of thoughts came to mind based on how our agents use the system daily:

1. The "Full Day" versus "Partial Day" selection is a recurring point of confusion for some agents, even after training. It often results in incorrect requests, and due to the lack of WFM options to change this Full or Partial Day status, the request must be resubmitted either by the agent or WFM. We think there might be room for exploring UI designs here that make the distinction even clearer, perhaps moving towards something like a dedicated "Partial Day" option or a toggle that explicitly changes the mode instead of the current slider.
2. For accessing Time-Off Request details, while making the links clickable is good, we've found that icons or simple links like '>' aren't always immediately obvious to users. Explicit buttons like "Edit" or "View Details" seem to work much better in terms of discoverability and making it clear that there's more information or action available.

We've definitely seen during training that explaining less explicit interactive elements can take time, so anything that makes the interface more intuitive upfront is a big win. While we understand that using text might increase translation considerations compared to icons, we believe the usability gains would significant enough to warrant this approach.

This is actually a different issue than what I was talking about, but this enhancement would definitely be an improvement as well!

I'm thinking something closer to this, pardon the poor Paint image

Thanks.  We are considering enhancing Time-Off Request partial day input to start time, end time instead of length and start time for clarity and consistency with Shift Trades, would this help?

Hello,

As we reviewed the planned changes, especially around the Time-Off Request area, a couple of thoughts came to mind based on how our agents use the system daily:

1. The "Full Day" versus "Partial Day" selection is a recurring point of confusion for some agents, even after training. It often results in incorrect requests, and due to the lack of WFM options to change this Full or Partial Day status, the request must be resubmitted either by the agent or WFM. We think there might be room for exploring UI designs here that make the distinction even clearer, perhaps moving towards something like a dedicated "Partial Day" option or a toggle that explicitly changes the mode instead of the current slider.
2. For accessing Time-Off Request details, while making the links clickable is good, we've found that icons or simple links like '>' aren't always immediately obvious to users. Explicit buttons like "Edit" or "View Details" seem to work much better in terms of discoverability and making it clear that there's more information or action available.

We've definitely seen during training that explaining less explicit interactive elements can take time, so anything that makes the interface more intuitive upfront is a big win. While we understand that using text might increase translation considerations compared to icons, we believe the usability gains would significant enough to warrant this approach.

Thanks!  a picture is worth 1000 words.   So rather than 'full day' on | off, having the words full day, partial day present and some UI control that makes it clear this is mutually exclusive choice would help.

This is actually a different issue than what I was talking about, but this enhancement would definitely be an improvement as well!

I'm thinking something closer to this, pardon the poor Paint image

Thanks.  We are considering enhancing Time-Off Request partial day input to start time, end time instead of length and start time for clarity and consistency with Shift Trades, would this help?

Hello,

As we reviewed the planned changes, especially around the Time-Off Request area, a couple of thoughts came to mind based on how our agents use the system daily:

1. The "Full Day" versus "Partial Day" selection is a recurring point of confusion for some agents, even after training. It often results in incorrect requests, and due to the lack of WFM options to change this Full or Partial Day status, the request must be resubmitted either by the agent or WFM. We think there might be room for exploring UI designs here that make the distinction even clearer, perhaps moving towards something like a dedicated "Partial Day" option or a toggle that explicitly changes the mode instead of the current slider.
2. For accessing Time-Off Request details, while making the links clickable is good, we've found that icons or simple links like '>' aren't always immediately obvious to users. Explicit buttons like "Edit" or "View Details" seem to work much better in terms of discoverability and making it clear that there's more information or action available.

We've definitely seen during training that explaining less explicit interactive elements can take time, so anything that makes the interface more intuitive upfront is a big win. While we understand that using text might increase translation considerations compared to icons, we believe the usability gains would significant enough to warrant this approach.

Hello,

As we reviewed the planned changes, especially around the Time-Off Request area, a couple of thoughts came to mind based on how our agents use the system daily:

1. The "Full Day" versus "Partial Day" selection is a recurring point of confusion for some agents, even after training. It often results in incorrect requests, and due to the lack of WFM options to change this Full or Partial Day status, the request must be resubmitted either by the agent or WFM. We think there might be room for exploring UI designs here that make the distinction even clearer, perhaps moving towards something like a dedicated "Partial Day" option or a toggle that explicitly changes the mode instead of the current slider.
2. For accessing Time-Off Request details, while making the links clickable is good, we've found that icons or simple links like '>' aren't always immediately obvious to users. Explicit buttons like "Edit" or "View Details" seem to work much better in terms of discoverability and making it clear that there's more information or action available.

We've definitely seen during training that explaining less explicit interactive elements can take time, so anything that makes the interface more intuitive upfront is a big win. While we understand that using text might increase translation considerations compared to icons, we believe the usability gains would significant enough to warrant this approach.