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  1. 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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  2. 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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  3. 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).

    1 vote

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  4. Display comments to agents in Slack notifications (currently they only show in the email notification).

    Improve detail of Slack notifications (specifically what date has been changed, and show time in user's local time)

    1 vote

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  5. 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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  6. 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.

    1 vote

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  7. Enable hyperlinks in task comments so meeting links etc are clickable from Zendesk connector

    1 vote

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  8. 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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  9. 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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  10. Ability for agents to snooze Zendesk widget notifications for chosen amount of time.

    1 vote

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  11. External events in Gcal to update to published roster without regenerating in realtime

    1 vote

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  12. 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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  13. 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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  14. Stella Connect has an additional question field that clients can add for additional data retrieval. Can we add this additional question field to our integration, to allow the clients to turn this on? Screenshot attached with current view of the Stella Connect integration.

    1 vote

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  15. Can we have an enhancement where we can flag the evaluations where an agent behavior has been identified and where a follow-up is needed or to flag an agent profile?

    • Flagging an audit/agent profile for different reasons
    - Unprofessional
    - Lack of customer service skills
    - Work avoidance
    - Inconsistent performance
    - Critical Fail Trend
    - Language barrier
    - Knowledge gaps
    - AHT Outlier
    • Assign to a team member depending on the step of the actions to take to correct the behavior
    - Assign to TL to follow up
    - If the agent is sent to Remediation Training,…

    2 votes

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  16. In addition to the current notifications via Slack, customers would like to be able to have agents select or change their status within Slack. This would be especially useful for agents working on back office activities, or in the case of Intercom, agents not working in an Inbox.

    Perhaps similar functionality to existing dropdowns in Slack - see attachment for Slackbot example.

    4 votes

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  17. Yes you have to sign in / click on the little app Icon for it to remind you of things, and it doesn't ping its silent. So I wonder could the devs add in those features... as a toggle option ( audio or not) , is there a reason why you need to click on the icon to remind it to notify you?

    3 votes

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  18. "RueGiltGroupe

    Client would like to have a better way to notify their agents that the widget has refreshed with an update to their schedule (current day).

    Since the agent doesn't have the widget tab up front of screen, could we have the tab containing the widget or widget area flash, highlight, something to draw attention to the agent that an update was made?

    We know that an agent schedule update takes 10 minutes to refresh on the widget once the roster is published, but the agent doesn't know when the WFM/Admin is making that update.

    This helps to solve that…

    3 votes

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  19. 3 votes

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  20. 2 votes

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