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  1. 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

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  2. 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

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  3. Currently, in the interactions tab and workloads tab within Salesforce, the default reference ID displayed is the Case ID. However, our team primarily uses the Case Number as our reference across all other reporting tools, including Tableau. This mismatch creates additional work on the backend as we have to manually match the Case ID with the Case Number for accurate reporting.

    We are requesting the ability to change the default reference ID from Case ID to Case Number in these tabs. This change would align with our reporting needs, streamline our workflow, and reduce the time spent on manual data…

    2 votes

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  4. Please have the attached articles, usually in a form of links be visible in Playvox Interactions too.

    2 votes

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  5. 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

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  6. Hi Team, we noticed that if there are multiple pages in the interaction page, each page contains 50 interactions. However it is inconvenient to count if the page is not full, or if there's only one page of interactions when some filters applied.
    Could you add the numbers there at the bottom of the interactions page?

    1 vote

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  7. Possibility to have the "Transfer" button that we have in the Workloads, but also in the Interactions Tab.
    Customer - MessageMedia

    1 vote

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  8. 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

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  9. 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

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  10. 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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