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  1. 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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  2. The ability to see Location in shift bar as well as Team names within the Work Summary Real Time view.

    2 votes

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  3. Agent Adherence Dashboard - Amt of Time in Status/Alerts. A request to enhance real time agent status reporting to show total time an agent has been in a status, vs how much time they've been out of adherence or what time their last activity should have started. It would also be helpful to show this in a list view that can be sorted by user name, task type, total OOA, etc.

    2 votes

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  4. The ability to add 'Exceptions' in bulk to override out of adherence instances

    4 votes

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  5. Display what agent is logged into in Zendesk (with omnichannel) along side what they are logged into in Playvox.

    1 vote

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  6. 1 vote

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  7. In the Performance Summary section, when a client has a prefix on their Zendesk instance, the link to view the ticket does not go through. You are not able to view the ticket in Zendesk.

    1 vote

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  8. Allow the work summary view to be filtered by the users that are currently working.

    This would allow the work summary view to be further filtered to only show users whose shifts are in-progress - or will commence within a specified number of hours. The users that are filtered would be updated as time progresses - so users whose shift have ended would drop out, and users about to start would come into view.

    2 votes

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  9. Display volume trend as a percentage in the Realtime Performance Dashboard report (ie. ^5% or) so you can see if you are trending high or low at a glance.

    2 votes

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  10. Adding real time monitoring capabilities that work at the task levels we actually use (Email/Chat and Email/Voice) so we can conduct root cause analysis more easily should SLAs slip - Request to have it Hourly in addition to daily.

    2 votes

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  11. Client requesting the ability to add the link to the ID that is similar to our setup with Zendesk in the Performance Summary. However, in this case it would be for the Gladly connector, having a link to the interaction they are working on.

    2 votes

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  12. Add 'Variance to Forecast' as a standard metric, alongside GoS and ASA when viewing by channel or workstream; this would include being able to add a target, so that this metric would also show as green or red. Also, it would be great to also see a 'What If' as the KPI for the workstream is pulled in, and being able to adjust it on the spot to see how the staffing and SLA would look with a different KPI.

    4 votes

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  13. Monitoring lots of teams using the Work Summary screen is not very efficient, though the screen itself and the information on it is invaluable. Could we get a summarised version of Work Summary in a table format? It would be great to get the critical information for each user and team at a high-level, such as Occupancy, Adherence, OOA, Current Task, etc.

    A drilldown from there into more detail as well would be helpful.

    1 vote

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  14. I'm adding a task to someone's schedule as we need them to do another activity and I've added this before I think but this is a good use case.

    I want to add the task from the work summary but because I cannot edit rostered events from here I need to go into the manage schedule.

    We action a large number of intraday changes and to do this in advance from this screen would be a huge time saver. Is this possible in future releases?

    10 votes

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  15. Now that I'm taking extra consideration for Adherence and adding exceptions when applicable… I have found that it is a bit time consuming or manual work for us when identifying the time and adding. Or making sure no ping /request is missed.i.e.

    1. Users ping us saying they having tech issues
    2. Once tech issues are resolved I open Agyle - Work summary
    3. I look for the out of adherence period in red that matches the time reported by advocate
    4. I double click on it and I add exception

    As users can see their own work summary and out of adherence periods…

    4 votes

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  16. It would be nice to be able to adjust the forecast volume using scenarios on reports like Performance Summary, Workstream Analysis (including the comparison view) and Daily Performance Report, so I can understand what the actual data looks like compared to certain scenarios.

    3 votes

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  17. Allow the ability to see # of calls in queue, average wait time, longest wait time etc. Same as channel, but real time at the workstream level.

    3 votes

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  18. It would be great to have visibility of who adds / updates / deletes adherence exceptions on user shifts, as exceptions contribute to a user's adherence score.

    3 votes

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  19. Currently the backdating feature only works once, but if a customer creates new historic tags or identifies an issue later on, they're unable to re-backdate to re-align their historical data. This means their workstreams are no longer accurate and they have to wait and go from scratch or manually bulk import new volumes. Can the feature be improved that anytime a backdate is run it overwrites the old data completely and aligns all historic data to the corresponding workstreams as if it was freshly imported for the first time.

    1 vote

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  20. This feature would have multiple impact areas.

    It's intended goal is allow agents to see a simplified agent status list, while also allowing customer to configure more granular level tasks to track queue and agent behaviour.


    Organisation


    I want to be able to choose if I want to use this feature or not,

    Task Configuration


    -- I can configure a 'Display' task. This means the task will be visible to agents in the Zendesk connector under a display name.

    -- I can add tasks as equivalent for adherence to tasks with a 'Display' configured

    Zendesk Connector


    -- Agents see the…

    1 vote

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