36 results found
Now it is not convient working with notifications. I cannot open them in a new tab, not filter, or track which one I checked which not.
On 100 agents it is difficult to track all list of notifications.
When I open it in a new tab I see this: https://flmst.net/s/nXadcZed8gE6GW9/preview6 votes
Web trends through each module
It would be beneficial to see how many times each user clicked and spent time in each module. This would allow us to see if:
- more frequent check of perfromance data increases overal performance
- if agents are spending enough time in coaching sessions
This would help us to Excellerate performance, track trends and find the most optimal use of each module1 voteAcknowleged · 0 comments · Other · Admin →
Ability to leave archived teams without a team lead
Currently we must keep a team lead in the team settings no matter the status of the team. This causes a problem as usually in cases when we are deactivating the team that means that the team lead is leaving too. Thus it gives OKTA errors, as we are not able to deactivate the user whom is TL of the team. Thus we need to go in and remove the user + add someone else as we are not able to leave team with no TL (deleting the team is not an option as we do have Quality evaluations). This leaves us in an never ending loop of assigning new users to archived teams once anyone leaves (currently we are assigning same user, meaning if he/she leaves we will have to go back in and repeat the loop all over again)
Currently we must keep a team lead in the team settings no matter the status of the team. This causes a problem as usually in cases when we are deactivating the team that means that the team lead is leaving too. Thus it gives OKTA errors, as we are not able to deactivate the user whom is TL of the team. Thus we need to go in and remove the user + add someone else as we are not able to leave team with no TL (deleting the team is not an option as we do have Quality evaluations). This…1 vote
Warning message when leaving a running evaluation
Sometimes it happens that you click the wrong way during an ongoing evaluation and leave the evaluation. It is super annoying to find the started evaluation again and all entered answers are gone. Here you need a warning message or an additional confirmation like: "Do you really want to leave the evaluation?
As you can see on my screenshot, the button "Chats" is close to "scorecards" etc. so its easy to missclick1 vote
OKTA error due to assigned workloads
Currently we receive an error in OKTA once we try to deactivate the user who has assigned workload. The workload might be 100% complete, archived or from last year. In order to eliminate the error and allow user deactivation we need to go in and do the workload deletion one by one, it gets quite extensive as if the user have been working for a while they might have a lot of workloads assigned.1 vote
An ability to export data within workloads - Example for skipped interactions. Be able to export what cases are being skipped and why to send to teams that are not in playvox (WFM teams/vendors etc).1 vote
Access to an overview of all roles and their access
It would be super helpful to be able to view a table of all roles and what access they each have as an overview, rather than having to go in and out of every role to see who does and doesn't have access, especially when I'm overseeing several instances of Playvox across different countries, a table for each country would make these tasks much quicker.1 vote
Super admins the ability to update users and teams incorrectly assigned to completed evaluations
As new analysts get onboarded and are learning how to use Playvox, every so often they evaluate for the wrong user/team (putting their own name and team assigned to standalone evaluations vs the user/team they are evaluating for) and sometimes results in the wrong scorecards being used. Would love the ability as a super admin to update the user and team originally picked for a completed evaluation to correct this when it wrong vs currently submitting in a request to support team to manually update on the backend. May save some support effort having this ability to self-service.1 vote0 comments · Other · Admin →
Ability to adjust notification settings for users and teams
Getting emails after every eval is completed is disruptive and distracting to agent workflows. We should be able to adjust notification settings for individual users and teams so they can receive daily, weekly, quarterly, etc. summaries of performance, high and low scores (with dates), and links to review evals in one message instead of potentially dozens per week. Current capability is limited to org-wide notification settings.2 votes
Notification Email Upon Completing Review
The notification bar is insufficient for informing Analysts that a review has been completed. There are so many notifications that many of our analysts had no idea that they were receiving reviews.
An option to send emails, making it function the same as an analyst completing the marking of a specialist's ticket, would ensure they were aware of the marking they are receiving.1 vote
Bulk update without limit
Bulk updates are limited to a total of 300 agents in the same file which isn´t a sufficient amount for our BPO groups so we have to update one group through several files what makes it very inefficient.1 vote
Mandatory date formatting when adding new users
Currently this can be a string of random numbers or different formatting for dates. Hard to manage start times this way. Ideally this would be a calendar pop-up so all users start dates are formatted the same on the export.1 vote
All actions log
At the moment we are able to see only user related logs. We are not able to track whom and when updated/deleted scorecards/evaluations/learning material/all other settings in the system.
It's impossible to trace back whom made edits, accidental deletions thus we can not prevent/take action in these cases. It's a default feature that usually systems have as a base requirement1 vote
Have a dark mode option within Playvox6 votes
Permitir abrir comentários em nova guia do Chrome
Ao acessar a página de Notificações, caso você tenha muitas, precisa abrir uma por uma, sempre precisando retornar para a página principal de Notificações.
Se for possível utilizar a opção de abrir em uma nova guia (ou Ctrl+clique no link), você pode abrir todas as notificações de uma única vez e após isso, ir acessando as demais guias, tornando a produtividade muito melhor.1 vote
Ability to add more than 60 team leaders to a team
Ability to add more than 60 team leaders to a team.3 votes
Archive/Remove Platforms from Demo Drop Down List
Allow platforms that are sunset to be removed/archived from our drop-down. Currently we have over 65 active platforms but have to skip around the ones that are no longer active.1 vote
To stop new users being automatically added to the All Users 'team'
Its very time consuming and frustrating to have to remove everyone from 'All Users' everytime we create new accounts, along with manually sending invites, its another step to the process.
We don't want the All Users team, but have been told we have to have it, yet we remove everyone from it, can all users going to this team be an option rather than automatic?2 votes
Announcements, are not managed by the notification permissions
Announcements are not managed by the notification permissions, therefore they can't be disabled as of now.
Every user that is part of the BPO site can not disable notifications, thus receives the emails once any announcement is created, this creates spam as the BPO is re-sharing our provided information to the agents through playvox1 vote
View Employee ID field in the Edit User section and in the Manage Users table
Employee id field is available and can be filled in the User Details section but is not visible in the Edit User page after saving it. We need to enter again in the User details section to view it. Moreover, the field is not available to display in the Manage Users table, even if it's included in the .xls file after data export.1 vote
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