28 results found
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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 -
Integration: Slack alert when integration is broken
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 -
Playvox Salesforce connector should be flexible enough to calculate handle time based on the opening of a case and the status change of case
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 -
Customize when Salesforce Log Errors occur during escalations
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 -
Ability for Agents to add a description when they choose a job code in the Zendesk widget
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 edits1 vote -
Stella Connect Integration - Feature Request Add Additional Question Field
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 -
Zendesk widget - Whos online status
In the Zendesk-Agyle Time widget, under the "Who's Online" tab, it shows how many people are online for chat & phone, but not who.
On the same tab, in the section below, there are agents listed. However, it is a list of everyone who is scheduled for the day, not those who are online at that time.
It would be great to have a combination of these features where we could see who was online in real time on various channels. I've attached a marked-up screenshot.
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1 vote
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