25 results found

1. Complete list of the tickets assigned in a workload

   To have access to all workloads interactions and its metadata, not only a random sample of them.
   Context: when a manager wants to verify the list of tickets assigned, either completed or not, in a workload, they click on the number of tickets in that assignment (it can be 67, for example), but Playvox will only display a sample of 11 or 12 tickets. Managers wants to be able to see the full list of assigned tickets so they can audit internally.

   5 votes

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   0 comments  ·  Workloads  ·  Delete…  ·  Admin →
   Completed  ·  Adminariel (Admin, Playvox) responded

   Hello!

   
   

   I'm happy to announce that the idea was release this week. 

   
   

   Ari (Product Manager) from Playvox

2. Ability to change workloads to run earlier without needing to skip a week or redo the whole workload

   Some weeks workloads may need to run later and then moved back to run earlier to give analysts the most time during the week to complete. Right now this is not possible - once a workload is set to run at a later time and/or date you can never move it earlier.

   1 vote

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   0 comments  ·  Workloads  ·  Delete…  ·  Admin →
   Completed  ·  Adminariel (Admin, Playvox) responded

   Good news! This was part of our last release.

   
   

   Regards,

   Ari from Playvox Product Management

3. Workload evaluate interactions with multiple agents

   One of them is related to the possibility of changing the ticket agent, I mean, the ticket was transferred from one agent to another and the analyst is able to decide who shall be evaluated. Please see below the link to the recording. As the meeting was in Spanish, it will be ok to understand what they are asking

   "Hey Juan -- in the workload feature, it seems that very often the agent that Playvox is automatically determining to be the owner is in fact not the agent that we would like to evaluate. Is it possible to manually change the agent that you are trying to evaluate in the workload feature"

   So, this is the issue. She has tickets that have been touched by multiple agents. She would like to create a workload that assigns these type of tickets to the analysts, and then be able to choose which agent should be associated to the evaluation once the workload has assigned the interaction to a particular analyst. It turns out that this can't be done from the workload view. I know that you can choose which agent to associate with an evaluation when doing this from the "interactions" tab. However, it would be very useful to be able to do this from the workload view. The only way around this right now is to use the interaction ID of the interaction and then look for it in the interactions tab.  However, if we had the same dropdown menu to choose the agent inside the workloads view, that would be handy

   One of them is related to the possibility of changing the ticket agent, I mean, the ticket was transferred from one agent to another and the analyst is able to decide who shall be evaluated. Please see below the link to the recording. As the meeting was in Spanish, it will be ok to understand what they are asking

   "Hey Juan -- in the workload feature, it seems that very often the agent that Playvox is automatically determining to be the owner is in fact not the agent that we would like to evaluate. Is it possible to manually change the… more

   9 votes

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   1 comment  ·  Workloads  ·  Delete…  ·  Admin →
   Completed  ·  Adminariel (Admin, Playvox) responded

   Released - April 21st: https://updates.playvox.com/en/see-whats-new-in-playvox-3?role=agent%3Bsuper_admin%3Badmin%3Banalyst%3Bteam_leader%3Bs_WejnwETT4819

4. Skip Previous Workload Interactions

   It would be great to have the ability to skip previous workload interactions. If I missed a workload earlier in the week and go back to do them, but when I go back to do them, the interaction is not review worthy. I want to be able to skip just like in a normal workload.

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   0 comments  ·  Workloads  ·  Delete…  ·  Admin →
   Completed  ·  Adminariel (Admin, Playvox) responded

   Hello!

   
   

   I'm happy to announce that the idea was release this week. You can check it here: https://updates.playvox.com/

   
   

   Ari (Product Manager) from Playvox

5. Filter on assigned pending and draft workloads rather than order only

   When looking at my workloads, being able to filter between active and draft workloads instead of just ordering them by status. Much like the feature in the evaluations section where you can filter on completed or draft evaluations

   2 votes

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   0 comments  ·  Workloads  ·  Delete…  ·  Admin →
   Completed  ·  Adminariel (Admin, Playvox) responded

   Hello!

   
   

   I'm very happy to announce that we have just released this and other new features in Playvox. Go check it out: https://updates.playvox.com/en/wowza-june-is-rockin-check-out-playvoxs-new-features

   
   

   Regards,

   Ari from the Product team