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  1. Our company has switched over from Google Calendar with Zoom to Microsoft Office 365. We are now using Outlook and Teams. When creating events we would like to continue to add the meeting Invite link in the Configuration Details so that it is added to the schedules of our agents calendars in Outlook. Is there an API in the works to link Microsoft Teams and Office 365 with Playvox in the same way it works with Google Email?

    1 vote

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  2. One set of roles across all products. Must be able to have different settings so some roles have access to one product but not the other. Customize the level of access per product for each role.

    These roles would be able to connect with an SCIM like Okta to do SSO, provisioning, and revoking access automatically.

    1 vote

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  3. Currently the only objects that are supported by the Standard Integration are: Case, Chat, Task, Event. Our Org (and presumably, other people's orgs) use custom objects for our Service teams, thus, having the ability to import custom objects into Playvox would be critical.

    1 vote

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  4. We're having particular long waiting times when clicking into see the settings of some of our integrated apps. Slack, particularly, takes 20+ seconds to fully load.

    Is there anything that can be done on the backend to improve this experience?

    1 vote

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  5. My organization is moving from Zendesk Chat to Salesforce Service Cloud Messaging. Currently, Playvox WFM does not integrate with Messaging at all and cannot capture agent work activity. I would love to see the same level of integration with Messages that Playvox has with Zendesk Chat or Salesforce Chat (all associated metrics).

    1 vote

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  6. Our customer kineticeducation.playvox.asia wants to be able to filter by "Duration" of the call. They currently have Dialpad and want to have this option also in Playvox.

    1 vote

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  7. Assurean Team has an integration with Salesforce and they want to have the option to add filters for Policy, Opportunity and Lead and Referral as part of the objects.

    1 vote

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  8. Integration with Drift chat platform https://www.drift.com/

    2 votes

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  9. We have Hide "evaluated by" field from evaluations turned on in Quality Settings and would like to keep this on while notifying agents when they have new completed evaluations to view via Slack notification

    2 votes

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  10. 1 vote

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  11. Ability to filter interactions by 'contact reason' for the Intercom connector

    1 vote

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  12. We need more fields to filtering the data from customer table and need to add more tables , not only incident.
    We need to ability to all custom fields and tables to the filter data and interactions.
    For example : from incident table we need to add - incident - ucustomer.ucontact_type field.

    1 vote

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  13. In PlayVox we can see only one tag added, but in fact there are can be mane tags:
    https://flmst.net/s/smew8xc8ZMtAkbp/preview

    1 vote

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  14. Would like to be able to pull audio from Gong into Playvox for evaluation.

    1 vote

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  15. It would be great if we can have the integration with Cloudtalk for quality assessment.

    1 vote

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  16. Show the related case linked to original case per interaction. This is also available in Salesforce as per highlighted in the attached.

    1 vote

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  17. This happens when syncing users with the Zendesk integration. Their names are changed to match the names they have in Zendesk, however this is troublesome for working with the users as they can be very different or difficult to locate.

    So, it would be great if we could sync them without having to correct all the names to what they were, afterwards.

    2 votes

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  18. Pictures, PDF's, HTML or Hyperlinks shared in Zendesk are not showed in tickets from Zendesk into Playvox.

    In this case, it's 'ChatMessage.' Playvox does not enter email for those types of messages.
    Would be great to see those.

    2 votes

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  19. Please consider adding integration with HelpDesk. It is a product from LiveChat which you already have integration.

    2 votes

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  20. The weekly quality report sent via slack can't be customised. That would be really useful if it was possible to select which report to send via slack and also it would be good if it was customisable

    1 vote

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