33 results found
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Allow Slack notifications to send to agents for new evaluations when "evaluated by" is turned off
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
3 votes -
HelpDesk Integration
Please consider adding integration with HelpDesk. It is a product from LiveChat which you already have integration.
3 votes -
Bring in Sales QA process from Salesforce into Playvox
We use Salesforce and would like Playvox to pull in opportunities as evaluation objects
3 votes -
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 -
Integration with Drift
Integration with Drift chat platform https://www.drift.com/
2 votes -
Sync users without changing their name or anything else in account info
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 -
Zendesk - PDF's, HTML or Hyperlinks shared in Zendesk
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 -
Accept HTML as a metadata field for custom API Integration
We see that the Playvox Interaction only seems capable of taking “strings” based on documentation. We have emails that contains HTML.
Is this something that can be accommodated because it affects the user experience a lot.
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 -
Zendesk Playvox App icon to reflect colour of status
Our agents currently use the Playvox app within Zendesk to choose from a list of statuses/tasks to indicate what they are working on. We would love if the colour corresponding to what they have selected to appear on the Playvox app icon to indicate their status without actually needing to open the widget. For example, if on a break status, the colour is yellow - an agent could view at a glance that their Playvox icon is yellow and therefore in a break status without needing to click into it to confirm.
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 create a correct filter on the site ?1 vote -
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 -
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.
1 vote -
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 -
Salesforce Service Cloud Messaging
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 -
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
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