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  1. 1 vote

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  2. There are a number of metrics in Performance summary that are real time metrics,
    - real time agents online (phone)
    - Real time Call backs waiting
    - Real Time Longest wait
    - Real Time Calls Waiting

    At the moment these are only available with Zendesk Talk. Would be great to have these available with Amazon Connect to allow real time management all through Playvox rather than having to look at different websites and have 1 source of truth.

    1 vote

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  3. Bring in the Declined Calls and Missed Calls metrics into Playvox from the Gladly Connector.

    1 vote

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  4. Missing metrics for Amazon connect:

    % Declined calls
    % Handled calls (shows either 100% or 0% which isn't correct)
    % Missed calls
    Agent Missed Calls
    Agent Phone AFAHT
    ASA

    Outbound Phone interactions:
    AHT
    Avg Hold
    Avg Talk
    Avg Wait
    Avg Wrap
    Total Handle Time

    of interactions

    Outbound Phone Workstreams AFAHT
    Outbound Phone Workstreams # Handled

    Phone # Handled
    Phone Actual Available Time
    Phone Avg Hold
    Phone Avg Talk
    Phone Avg Touch Time
    Phone Avg Touches
    Phone Avg Wrap
    Phone Conformance
    Phone Consultation Time (?)
    Phone FAHT
    Phone First Resolution Rate
    Phone First Resolutions
    Phone Handled Rate
    Phone Occupancy
    Phone Rostered…

    1 vote

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  5. Currently, agents are relying on Google calendar to know which task they should move into or when their break is - however, Google cal has a significant lag with Playvox and is not always accurate, so it would be helpful to have these notifications from Playvox pushed through Slack to agents for the most accurate schedule and to improve time management

    1 vote

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  6. Ess is Five9's new 'Event Subscription Service'. This service allows for real time information to be passed via a webhook, delivered through HTTP. The payload is a fixed JSON format and cannot be modified within Five9. 

    With this integration, we would no longer need to pull from Five9's reporting portal and would allow the flow of data in real time, a feature that Playvox doesn't currently have with Five9 integrations. 

    ESS will require one subscription for each required event groups. To have real time data for interactions and agen events, we would need 2 separate subscriptions. One for 'Interaction Events' and one for…

    1 vote

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  7. Ability to enter Add On Hours and also enter Leave in the Widget versus signing into the Playvox page. Majority of our users do no log into Playvox page regularly and adding these options to the widget would be beneficial from a User Experience.

    1 vote

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  8. We would love to be able to setup a Slack notification that would name agents who are out of adherence based on a specific set threshold (e.g., if an agent is 15 min late to signing in for their shift, or 15 minutes out of adherence during their shift, a Slack notification would name the agents and the time spent out of adherence).

    3 votes

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  9. A LivePerson connector to import chat/messaging data for forecasting purposes and workloads would super helpful. In its current state, we have to import data manually into our forecasts. I realize Playvox QA recently added this integration, but it makes sense for WFM as well.

    1 vote

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  10. The ability to see what status agents are logged into when using Zendesk Omnichannel. Similar to the status updates we see with Chat and Phones currently.

    The reason for this:
    If we were to use the connector feature between the Playvox and Zendesk with Omnichannel, we would want the Playvox tasks to be selected by the agents with Playvox telling Zendesk what status to be in in omnichannel. If we do this, agents could switch their status in Zendesk omnichannel to be offline (not receiving tickets) and we would not know this in Playvox.

    1 vote

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  11. GCalendar Syncing with Playvox: If a Roster is generated and deleted, this runs the risk of created duplicate schedule imports into Associate Google Calendars where the deleted roster is not manageble by Playvox or WFM.

    1 vote

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  12. Ability to do a two-way schedule integration for some users (ie. pulling events from Gcal into Playvox, and then Playvox into Gcal). Currently, we are only able to set calendars up as either a Scheduling calendar (ie. to pull events from Gcal to Playvox) or a User calendar (ie. to pull events from Playvox to Gcal).

    2 votes

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  13. Allow a two way sync or reverse sync option for clients when it comes to Workday. Sending leave from Workday to Playvox is a great option as part of change management ease when introducing Playvox. This would allow agents to keep the same process of adding leave, but still feed into the Playvox site for scheduling management, leave calendars, etc. Many wins with this feature request.

    2 votes

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  14. Instead of syncing after every leave request, have 1 sync or a hard-coded balance that leave requests are taken from within the system. This is to avoid situations of duplicated or mismatching balances between playvox & Bamboo HR

    4 votes

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  15. Salesforce connector should be flexible enough to allow for clients who have an agent workflow that takes them to multiple browser tabs to complete work on an incoming case and stop the handle time when the case status is changed. Currently if the agent navigates to another tab for research the handle time stops yet many clients have a workflow that requires research in another browser tab.

    1 vote

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  16. When using the leave google cal integration, have the ability to just see a note in the upper area of the google calendar (not populate all the hours the agent is out of office). Right now, for full or partial day leave it blocks all of the hours that an agent would be on leave. If using this for a group of agents it could get very busy and hard to read. Attaching screenshot for better explanation.

    1 vote

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  17. We would like to include the parameters for start time and end time from the api call in the following endpoints:
    https://handy.cloud.agyletime.io/api/schedule/metrics?
    https://api-us.cloud.agyletime.io/performance-metrics/agent/workstreams/user?
    https://handy.cloud.agyletime.io/api/workactivity/workstreams/metrics/agents?
    https://handy.cloud.agyletime.io/api/workactivity/workstreams/metrics?
    https://handy.cloud.agyletime.io/api/workactivity/workstreams?
    https://handy.cloud.agyletime.io/api/forecast/forecasts

    We are currently unable to process differences between days during our daily pulls due to the way the data transport team loads data. Normally, they will only upload the JSON response value and without a complete record of the information contained in that value, reporting teams downstream are unable to create accurate time series reporting in our central data environment.

    This is very high priority since it is…

    1 vote

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  18. When the integration between Zendesk and Playvox breaks, create a slack alert so that it is visible for the people who need to know to allow for a quick fix.

    1 vote

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  19. In our current setup, we escalate cases to other departments that don't utilize Playvox's WFM. Whenever those escalations occur, a log error happens since it doesn't recognize who it's going to. It would be great if we could tell the connector not to recognize these as errors.

    1 vote

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  20. Agents can add a description when they choose a job code in the Zendesk widget. We want them to be able to add comments to let us know what they are working on.
    For example:
    Agent chooses: "Project"
    Comments: Chat SOP edits

    1 vote

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