26 results found
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Groups from Intercom
I want to use my Group hierarchy from Intercom inside Playvox. Right now, we can't use these groups for Quality filters. I would also like those groups to be displayed under the General Info tab.
2 votes -
Ordering of metadata of custom integrations from UI
AS IS:
I create an integration using REST API and add metadata to it.
If I need to add a new metadata field and I can only add it to the end of the list using REST API.TO DO:
Allow adding metadata to custom integrations from UI and change its ordering. Or at least allow to specify the order of metadata field via REST API.1 voteHi there!
Thank you for sharing your ideas with us!
Your idea will be carefully evaluated. If it gains traction, it could significantly influence our development roadmap.
Thanks for being a valuable part of our community.
Karina from Product
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Having notification in Playvox for the usage of translator
Currently, we are using in our LiveChat, an AI translator which translates the messages as a live conversation.
In LiveChat, we see such messages as in the screenshot, where we have the notification that "Show original" which makes us identify that the chat has been translated.
However, in Playvox the messages we are seeing are as the trader is writing in his local language, and our response is in English, without any indication that the translator has been used in this chat. You can see in the screenshot how it shows now in Playvox.
Now the issue is that we…
1 voteHi there!
Thank you for sharing your idea with us!
We will thoroughly evaluate it, and if it gains traction, it could greatly impact our roadmap.
We appreciate your contribution to our community.
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Call Back Functionality Reporting
We have introduced call back functionality in our inbound call centre and it would be fantastic if there was a report in Playvox which captures the amount of call backs that have been made
2 votes -
Notification filters for Slack Integration
Slack integration is great, but our TLs and managers are stating they get too many (15+) notifications every day. They would like to be able to filter for only certain situations, such as their TM has received an autofail, they have been added to a calibration, or their disputes have been resolved.
1 vote -
Filter interactions with Bad rating from Kustomer
We need to create a filter to find interactions with Bad ratings from customer from Kustomer platform,
There is a filter 'CSAT attitude 2.0' on site: https://glovovl.playvox.com/activity", but it doesn't show results,Could you please add a tag "subreasons of CSAT 2.0." into the filter group 'Csat Secondary Question (CF)' ?
2 votes -
OAuth
Allow for OAuth connection to integrations, in particular Five9 which doesn't allow for duplicate connections using username/pass. Results in constant failures of the connector without a dedicated integration login + the associated cost.
1 vote -
Extended integration with ServiceNow
We would like to have both "Global Category" and "Global Subcategory" fields imported as a filter in Playvox.
1 vote -
Microsoft Calendar
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 -
Filter conversations by number of messages
It takes quite some time to find conversations with enough content to be reviewed. My suggestion, which other platforms already have, is to have the ability to filter conversations by the number of messages (and the number of messages sent by a specific agent).
That way we could:
-Exclude really short conversations that don't have enough reviewable content.
-Exclude conversations that were handled by other agents and where the agent to be evaluated only did a minor thing (like sending a “goodbye” message or adding an internal note).
-Help the Analysts spend their time effectively.I think this filter should…
2 votes -
Allow Import of Salesforce Custom Objects to Playvox
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.
2 votes -
Speed up integration page loading times
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 -
Dialpad Integration - Filter Field "Call Duration"
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 -
Salesforce Integration - Filters
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 -
Integration with KHOROS. https://khoros.com/
Integration with KHOROS. https://khoros.com/
1 vote -
Intercom integration - filter by 'contact reason'
Ability to filter interactions by 'contact reason' for the Intercom connector
1 vote -
Integration with Servicenow
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 -
Zendesk tags
In PlayVox we can see only one tag added, but in fact there are can be mane tags:
https://flmst.net/s/smew8xc8ZMtAkbp/preview1 vote -
Cloudtalk integration for Quality Assessment
It would be great if we can have the integration with Cloudtalk for quality assessment.
1 vote -
Show linked cases
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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