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44 results found

  1. Currently there is no audit log when a user is logging in with Okta. My suggestion is to display Okta log-in in the audit log (as done when users logging in with username and password)

    1 vote

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    0 comments  ·  Audit Log  ·  Admin →
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  2. We would like to have the option to implement an automated workflow for specific teams rather than scorecards. We are looking to assign karma points automatically if certain criteria are met but not every team from our organization uses the Karma Store as their reward program.

    1 vote

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    0 comments  ·  Other  ·  Admin →
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  3. To enhance the monitoring and security of Playvox we would like an email to be sent to either the Admin or Super_Admin when specific data exports are generated.

    The email should contain:
    1) User who generated the export
    2) The type of export
    3) Date and time

    1 vote

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    0 comments  ·  Export Center  ·  Admin →
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  4. We should be able to see more than 100 notifications. I think this is especially crucial at this time that we are coming back from holidays. I got back after a week and I had 224 notifications waiting for me, and it was sad to know that 124 of those were lost and without a way to recover them.

    1 vote

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    0 comments  ·  Notifications  ·  Admin →
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  5. Allowing for easier date selection when you are toggling back months or even years to be able to quickly select the month and year vs having to toggle dozens of months forwards or backwards.

    1 vote

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  6. The settings allow the deactivation of a high (unlimited) amount of users, but there is no option to revert it or activate users vía .csv file, just one by one which is very time-consuming.

    1 vote

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    0 comments  ·  User Management  ·  Admin →
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  7. If an automated workload is created to notify agents who have failed a particular section in their evaluations, it currently sends a generic default message to the agent. As a result, it becomes impossible to determine for which evaluation the notification was sent. This issue becomes more pronounced when an agent has multiple evaluations because the notification does not provide specific links or information regarding the relevant evaluation.

    To address this problem, it would be beneficial to enhance the notification by including the evaluation interaction ID. This addition would enable users to click on the notification and be directed straight…

    1 vote

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    0 comments  ·  Notifications  ·  Admin →
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  8. 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…

    2 votes

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  9. 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.

    2 votes

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  10. We would like to see at least one additional level of hierarchy on top of Teams in Playvox. If you are working with several bigger regional teams or clients in one Playvox instance, we would want a Group level for the regional client and below that Teams to Group agents with their Supervisors. Currently we would need separate instances for those cases which means we will loose out on comparing between Groups in the Playvox reporting. Also ross-group calibrations are more difficult.

    1 vote

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    0 comments  ·  User Management  ·  Admin →
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  11. 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/preview

    6 votes

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  12. 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 module

    1 vote

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    Acknowleged  ·  0 comments  ·  Other  ·  Admin →
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  13. 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 missclick

    1 vote

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    0 comments  ·  Look and Feel  ·  Admin →
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  14. 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

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    0 comments  ·  Export Center  ·  Admin →
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  15. 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

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  16. 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 vote

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    0 comments  ·  Other  ·  Admin →
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  17. 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

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    Acknowleged  ·  1 comment  ·  Notifications  ·  Admin →
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  18. 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

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    0 comments  ·  Notifications  ·  Admin →
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  19. 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

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  20. Have a dark mode option within Playvox

    7 votes

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    Acknowleged  ·  1 comment  ·  Look and Feel  ·  Admin →
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