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  1. 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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  2. Have a dark mode option within Playvox

    7 votes

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    Acknowleged  ·  1 comment  ·  Look and Feel  ·  Admin →
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  3. Ability to add more than 60 team leaders to a team.

    3 votes

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    Hi there!

    Thank you for sharing your valuable ideas with us! 

    We appreciate your input and believe that every idea contributes to making Playvox even better.

    We at the Product Team regularly assess and prioritize features based on user feedback. Rest assured that your idea will be carefully evaluated alongside others. If it gains traction among our user community through votes, it could significantly influence our development roadmap.

    Thanks for being a valuable part of our community.

    Karina from Product

  4. Would be great to have a spot for users to see across the different products what they had pending and needing to look at. For leads, something that showed their assigned disputes, upcoming coachings, recent evals for their teams, and any learnings they have assigned, unread notifications, etc. For agents, upcoming coachings, recent evals, currently assigned learnings, pending disputes, unread notifications, etc. It can be extremely challenging to manage the different items requiring attention across multiple products within Playvox,

    4 votes

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    Acknowleged  ·  1 comment  ·  Other  ·  Admin →
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  5. 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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  6. All caps being used throughout the platform impacts readability.QAs especially struggle reading feedback options as they are all caps. The only place all caps might be suitable are headers and titles.

    1 vote

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  7. How Teams are sorted is inconsistent between pages. Evaluations page, Reports page, User settings page in User Management, and Teams settings all have different sorting order. Make it consistent in alphabetical order

    1 vote

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    Acknowleged  ·  0 comments  ·  Other  ·  Admin →
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  8. Sometimes there is a sudden need for a user to perform responsibilities of two roles (ex. Analyst and Arbitrator) temporarily. We have to either create a new role or update the existing role to enable it, with the latter impacting all users. It will be great if we can assign multiple roles to a user, with the higher permission of either role superseding the lower permission. It'll also make role management much simpler.

    1 vote

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  9. The saving/updating behavior is inconsistent across the platform. Some edits are saved automatically (ex. Scorecards) but some require me to click "Save" to make the changes (ex. Teams).

    For filters, some places require us to click "Done" whereas in other places is not required.

    2 votes

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    Acknowleged  ·  0 comments  ·  Other  ·  Admin →
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  10. We have many users who share the same name but they cannot be distinguished throughout the platform. There should be a way to also view their usernames so we can select the appropriate users.

    I attached a list of users who share the same name on our platform.

    1 vote

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    Acknowleged  ·  0 comments  ·  Other  ·  Admin →
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  11. Currently there is only an option to deactivate users. However, if there are issues with SSO provisioning users need to be removed completely. The only way to do this is via Playvox support which takes time and hurts our internal SLA for issue solving and means that users might not be able to use PlayVox on time/when needed.
    If at least Super_Admins had the option to completely delete users, this would solve that issue.

    2 votes

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  12. Add a section of the platform for admins to create and store a scorecard definitions doc for analyst and agent reference.

    Example: Did the agent verbalize empathy during the conversation?

    Definitions doc:
    - Scorer notes
    - Examples
    - Internal resource links
    - Comments section

    4 votes

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    Acknowleged  ·  0 comments  ·  Scorecards  ·  Admin →
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  13. We have provisioning set up in our Okta application integration with Playvox and have created a number of Okta groups that need pushing to the Playvox tenant too. Currently this fails with an error below.

    We've had a call with support and this requires some product work and a new endpoint to be enabled to allow for group push.

    "Forbidden. Errors reported by remote server: Invalid JSON: Unexpected character ('<' (code 60)): expected a valid value (JSON String, Number, Array, Object or token 'null', 'true' or 'false') at [Source: (String)"<html><title>403: Forbidden</title><body>403: Forbidden</body></html>"; line: 1, column: 2]"

    1 vote

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