35 results found
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Intercom - Allow more controls around tasks seen by agents in Intercom.
it would be ideal to have controls around tasks in intercom, with the options to lock visibility of certain tasks and have categories to put tasks in.
5 votes -
Intercom - Remove the requirement of needing the "Can install, configure, and delete apps" permissions for agents
Currently, when configuring an agent for Intercom Connector, it is required that the "Can install, configure, and delete apps" permission is enabled for the agents connector to work. This poses a risk, since some agents are BPO agents and not full-time employees. It would be ideal to have tighter restrictions around permissions, and for customers to be able to apply appropriate roles/permissions for different types of users to ensure that agents do not have access to delete or install apps etc.
5 votes -
0 votes
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1 vote
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Glady Declined and Missed Call Metrics
Bring in the Declined Calls and Missed Calls metrics into Playvox from the Gladly Connector.
3 votes -
Salesforce Scheduler
We're now using Salesforce Scheduler for customers to book help sessions. I propose a new integration between Salesforce Scheduler and Playvox to automatically sync booked help sessions with agents' schedules in real-time. This integration will enhance the efficiency and accuracy of scheduling, providing immediate visibility into agent availability.
2 votes -
Real Time Amazon data
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 WaitingAt 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 -
Additional Metrics from Amazon Connect
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
ASAOutbound Phone interactions:
AHT
Avg Hold
Avg Talk
Avg Wait
Avg Wrap
Total Handle Timeof interactions
Outbound Phone Workstreams AFAHT
Outbound Phone Workstreams # HandledPhone # 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 -
Slack Notifications for Agents out of adherence
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).
5 votes -
Slack notifications regarding next scheduled task/break
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 -
Five 9 Event Subscription Service
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 -
Widget Capabilities
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 -
LivePerson Connector
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 -
Google Calendar Improvement
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.
2 votes -
Performance summary and Omnichannel (Zendesk)
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 -
two way google calendar integration
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).
3 votes -
Workday Integration - ability to feed leave from Workday into Playvox
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 -
Bamboo HR: Hard-coded Annual Leave balance
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 -
Ability to streamline the leave with google calendar integration
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 -
include the parameters for start time and end time from the api call in the following endpoints
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/forecastsWe 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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