375 results found
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Update leaves from manage roster to be reflected on leave history
Ability to edit/delete leaves from Manage Roster which is then reflected properly in Leave History (and connectors)
1 voteThank 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
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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 -
Manager Notification or Approval for Opt In hours
The ability to have notifications sent to manager when agents opt in to tasks from the Opt In hours feature. We don't need this for every Opt In policy but would be nice to have the ability to info or request approval for certain instances.
2 votesThank 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
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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 -
Enter Leave on Real Time screens
I want to be able to enter leave on the Real Time screen as this is the easiest place to enter partial absent. Currently, you can edit Actual Events, allowing us to enter Rostered leave eliminates the need to move between screens for what should be a simple data entry.
6 votes -
Import fixed FTE forecasts for multiple weeks
Currently, the CSV import of a fixed interval FTE forecast only takes in up to a seven day Monday-Sunday period. It would be helpful in our use case (forecasting for work outside of Playvox that does not have a workstream integration) to mass import for multiple weeks at a time.
2 votes -
Simplify Help Center log in and open to all users
I am often getting questions about how to log in to the Help Center.The log in process to the Help Center is not intuitive, requiring copy pasting the WFM URL (even if the user comes from Playvox by clicking on Help), then clicking on Log in with SSO (even if the user is already logged in to Playvox).
The process id described here: https://help-wfm.playvox.com/hc/en-us/articles/19348573830419-How-Do-I-Access-the-Help-Center-
At least for users already logged in to Playvox, they should just click on Help and be taken to the Help Center, without additional login.Another issue is that not all users have access to the…
2 votes -
Use Backlog in forecast
The ability to manage backlog of email/tickets within the tool and then distribute this as part of the forecast/roster.
3 votes -
Optimise active schedules
Can we please look at introducing the re-optimisation of rosters that includes current active schedules as well as future schedules for the day that have not yet started. Planners want to be able to react to real-time conditions in the Performance Summary Dashboard for example and re-optimise based on that.
2 votesThank 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
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Schedule tasks with predetermined start/end times, recurrence, and set number of assignees selected from a pool of people
Our use case requires us to schedule people into specific duties (tasks) on a set schedule (fixed recurrence and start/end times), independent of the forecast, with a set number of assignees for each slot. We can identify the pool of people eligible for this task via business roles.
We are currently using events to do this scheduling, but as we keep adding new roles across our global team, the number of events we have to manage is becoming unmanageable.
We would like to be able to include this in the automatic schedule generation by defining the fixed time slots for…
1 voteThank 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
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Scheduled user profile changes should be effective on the date entered, not at the start of the roster
The Quagi Beach release (https://help-wfm.playvox.com/hc/en-us/articles/19098359933075-Quagi-Beach-Release-August-8th-2023#:~:text=Roster%20Generation%20Now%20Includes%20Scheduled%20Updates) introduced updates to how scheduled user profile updates are considered when generating the roster, but the existing implementation is limited in utility because scheduled updates are only taken into account in the roster starting after the updated was scheduled.
This means that if a user profile update is scheduled on a date that falls in the middle of the roster, the roster for that user is generated with data prior to the scheduled update, instead of using the initial configuration for the days before the scheduled update and the new configuration for the…
1 voteThank 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
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Limit Slack notifications being sent based on user slack notifications
Prevent users from being able to select any public Slack channel based on user permissions (ie. Agents cannot set up a Slack notification subscription to send to a public channel, Slack notifications can only be sent to their DM)
1 vote -
New Metric for Utilisation
Current definition for utilisation is: Actual productive duration / actual paid duration. However, a client would like to see an alternative metric for calculating utilisation: total handle time / actual paid tasks
2 votes -
WFM Mobile App - For Leave and Schedule Requests
Having a mobile app for Playvox WFM will put us in line with client needs. This app would be helpful to view schedules, but more importantly to request leave and make schedule requests. The site is accessible via mobile devices, but this would give us an edge. Feedback from one of my clients.
11 votes -
Suggestion for Profile Creation
Could we look at possibly including some kind of message popping up when a new user profile is about to be finalised and created?
We recently had a new starter who shares the same name as an existing user and at the point of creation we didn't have any other info (email address etc) apart from their name.
When it came to creating that new profile it effectively took over that of the existing user and deleted all of their shifts from roster (new agent was hired into a different department) etc.
So the proposal/suggestion would be in these rare…
1 vote -
Annual Leave Threshold
Within our organisation, the normal process to adhere to if an individual is to request a period of Annual Leave in excess of 2 weeks is that they need to get approval from an Ops Manager.
However we have noticed a number of instances where individuals have requested AL above and beyond a 14day stretch which would then auto approve and plan it into roster without getting prior authorisation.
As a feature request, could something be built which would automatically put any request above any given threshold into pending approval. This would allow us to carry out due diligence checks…
1 voteThank 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
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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).
3 votes -
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 -
Support "+" symbol for password reset
It would be quite useful for the option "reset password" to support the character "+" as many emails usually have this symbol in their names.
For example: juan.ramirez+1@email.comWhen this user tries to reset the password and receives the link to reset, the character + in the email should keep like this: juan.ramirez+1@email.com
1 vote -
Manager Roster | Hold Meeting Times When Adjusting the Agent Shift
When an admin adjusts someone's shift in the Manage Roster section, the event such as coaching or meeting moves with the shift. Could we offer a pop up to occur if someone tried to slide a shift with a meeting event on it, to ask if they want to lock the event or move it with the shift?
8 votes
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