13 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 -
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 vote -
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 -
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 -
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 -
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 -
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 -
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 -
Customisable report sent via slack
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 -
Add link to image shared during a LiveChat interaction
Images shared in LiveChat conversations are not shown in Playvox. Would be great to at least have a link to the images.
1 vote
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