8 results found
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Seconds in interactions
There is no second's information in the time stamp of the texts communicated in FreshChat and Salesforce discussions. By this, The quality team will not be able to obtain accurate results when analyzing criteria like active listening and holding time. If at all possible, the information from the second's conversation should be added to both platforms.
1 vote -
"Transfer" button in the Interactions Tab
Possibility to have the "Transfer" button that we have in the Workloads, but also in the Interactions Tab.
Customer - MessageMedia1 vote -
Ability for team leaders/managers to flag interactions that need to be reviewed
My org has team leaders that routinely escalate cases that need to be reviewed that are typically outside of workloads and on the spot to evaluate. Currently there is no way for a team leader/manager to flag an interaction in Playvox that needs to be reviewed by another analyst (the manager/lead is not doing the reviewing) and this is a manual effort that is captured in google spreadsheets.
It would be critical to have the ability to flag an interaction for review through the interactions tab, have a dropdown of categories for the analyst for the reason for review, leave…
3 votes -
Date Filter Field Update
Add a Date Filter Field in Filters to allow pulling up interactions based on e-mail sent date. Currently, this is not possible and creates problems pulling interactions from SalesForce as the available Date Filter Fields are not based on email dates.
3 votes -
Visibility of linked articles in Salesforce
Please have the attached articles, usually in a form of links be visible in Playvox Interactions too.
1 vote -
Analyst ability to adjust interaction setup based on particular preferences
Analyst ability to adjust the case comments and case email in ascending or descending order based on their preference.
Currently the interactions are projected as first email sent and scrolling in order to most recent email at the bottom. This is different from how the case is shown in Salesforce where the most recent actions taken on the case are at the top and the oldest at the bottom.
It would be great to have the option to have analysts change/pick the preference to see the most recent email interaction at the beginning and initial email at the bottom. This…1 vote -
Do not load any filters after opening "Interactions" tab
Whenever we open "Interactions" under the Quality tab, it automatically loads the first filter in the list, forcing the user to wait until it finishes loading. Especially impacting when users have to go to interaction tab frequently. It should not load filters until a user selects a specific filter.
2 votes -
Audio waves
For the audio interactions, it would be helpful to have the sound waves back so people can see where are the silent moments and jump them.
1 vote
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