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  1. Tags Field Should be Changed to Boxes to Select Multiple Tags (Mirror Roles Design). This allows someone to select multiple tags, but also is consistent and follows the same setup that Roles have in reporting selection.

    1 vote

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    4 comments  ·  Reporting  ·  Admin →
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    Thank you for taking the time to bring this feature request to Playvox.

    A Product Owner will review the request for potential inclusion within the backlog / roadmap. Updates will be provided as the feature progresses.

    Regards,

    The Playvox Team

  2. Ability to customise domain links that allow the end user the ability to click on the Integration ID and link out to the actual object in the external platform. Eg in the attached Example of Identifier 5003m00001bekfeAAA, this would allow the end user to customise a link in the settings and Playvox then inserts the identifier variable.

    Eg user settings, Playvox Customers would enter their custom domain information: "https://domain.lightning.force.com/lightning/r/Case/" or "https://domain.dialpad.com/view/call/" (as examples only)

    and Playvox would append the Identifier to the end of the text to create a clickable link within the report:
    "https://xero.lightning.force.com/lightning/r/Case/5003m00001bekfe

    4 votes

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    Acknowleged  ·  0 comments  ·  Real Time  ·  Admin →
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  3. The ability to add 'Exceptions' in bulk to override out of adherence instances

    4 votes

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  4. There are multiple steps for an agent to swap their shift with another agent with the current shift swap functionality. As an agent, you're not able to see the name of the person you are swapping with.

    In the shift swap email notifications, you do have visibility to see who is sending an offer, but in the PV platform, we are not able to distinguish between users and their offers.

    We are asking to have more visibility into which agent has offered and received the shift swap request to prevent navigation away from Playvox when associates add a request.

    3 votes

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    0 comments  ·  Scheduling  ·  Admin →
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    Thank you for taking the time to bring this feature request to Playvox. 


    A Product Owner will review the request for potential inclusion within the backlog / roadmap. 

    Updates will be provided as the feature progresses. 


    Regards, 

    The Playvox Team

  5. I need to pull reports on a daily and monthly basis across some reports (Ex: Schedule Task Details and Agent Performance Metrics ). But we only have the registered name of the agent when we extract it and there is no email option, which makes it difficult to correlate with data taken from Zendesk, for example. Is there any way to enter the email? If so, is the history lost?!

    2 votes

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    0 comments  ·  Reporting  ·  Admin →
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    Thank you for taking the time to bring this feature request to Playvox.

    A Product Owner will review the request for potential inclusion within the backlog / roadmap. Updates will be provided as the feature progresses.

    Regards,

    The Playvox Team

  6. It would be very helpful to have an option to create test accounts that are not associated with a Company email within the Platform. As an example, our company would like to start utilizing Opt-In Hours, but we have over 29 different shift start and end times, so we would like to test out our options before launching company-wide. With test accounts, we would be able to publish a roster with just the test accounts so we can experiment with how this process would look for our business.

    Alternatively, if we are able to create test emails/Employee profiles from our…

    2 votes

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  7. Ability to save the filter settings in a leave request search when using the back function

    8 votes

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  8. Performance summary currently provides the metric for totaled handled for the selected period for all the agents. We have a metric for agents of the "Average Handled Per day by agents." Currently, to get this metric, we have to take the total #handled and do manual calculations based on the number of days in the date range and how many agents worked during that period. Even if we run the report for just one day, we still have to divide by the number of agents on the report manually.

    1 vote

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    0 comments  ·  Metrics  ·  Admin →
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  9. We’d like to see the agent’s contract info – right now you can only see some of their Minimum fields, except for the Roster Warnings tab which shows everything. We need to see those Max fields, and those would be especially helpful to show up in the User Shifts, Daily Allocation, and User Availabilities sections. If the agent has no warnings for the week, their info does not appear, and we currently have to click back-and-forth between screens to ensure we’re not overscheduling reps

    1 vote

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    0 comments  ·  Scheduling  ·  Admin →
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  10. 1 vote

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  11. Being able to input the agent's lunch time in their profile availability so when a new roster is ran their lunches are correct in their schedule

    1 vote

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    0 comments  ·  Scheduling  ·  Admin →
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  12. Comparison window in workstream analysis report should be able to cover multiple days and compare multiple days vs. the current limit of two comparsions

    2 votes

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  13. change UI to show days where team member is not available or has less than full day availability to display in grey (or similar). This would significantly assist when making manual changes.

    2 votes

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    0 comments  ·  Scheduling  ·  Admin →
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    Thank you for taking the time to bring this feature request to Playvox.


    A Product Owner will review the request for potential inclusion within the backlog / roadmap. Updates will be provided as the feature progresses.

     

    Regards, 

    The Playvox Team

  14. 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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    0 comments  ·  Connectors  ·  Admin →
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  15. When in Leave Management, it would be great to have pre-saved views that retain date ranges in the calendar.

    6 votes

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    Planned  ·  0 comments  ·  Leave Management  ·  Admin →
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  16. When using the cloning tool, to have the original start and end time of the shift as the default when dropping the shift onto another agent's schedule. Currently, wherever it is dropped, that is the start time of the shift.

    1 vote

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    0 comments  ·  Scheduling  ·  Admin →
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  17. Reminder email sent to manager / team leader who should be approving leave if there are outstanding requests for their team/group. (e.g. if there are leave requests awaiting approval for over 24hrs)

    2 votes

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    Thank you for taking the time to bring this feature request to Playvox.


    A Product Owner will review the request for potential inclusion within the backlog / roadmap. Updates will be provided as the feature progresses.

     

    Regards, 

    The Playvox Team

  18. Ability to have planned / unplanned leave send configurable emails to groups rather than just individual manager. E.g. would be good to be able to add emails to leave management emails. or the ability to designate more than one person as a manager.

    2 votes

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    Thank you for taking the time to bring this feature request to Playvox.


    A Product Owner will review the request for potential inclusion within the backlog / roadmap. Updates will be provided as the feature progresses.

     

    Regards, 

    The Playvox Team

  19. The administrator role should by default receive the permissions for all new features automatically rather than it needing to be configured. The role should be granted in a limited subset of folks that this access would not create greater exposure especially since the role has/can to grant themselves those permissions manually now.

    1 vote

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  20. Currently, 30 minutes is the minimum limit for PTO requests that Playvox can approve. With the Workday integration, we need to be able to submit a for the time needed so our people can get paid properly. If it would be possible to remove the limit so our reporting and their time cards can be accurate

    1 vote

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    0 comments  ·  Leave Management  ·  Admin →
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