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  1. 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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  2. 1 vote

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  3. When we are in the user profile and 'User Details' section and would like to change the timezone, typing in a few letters brings you to the country first, instead of the city.

    Example: Type in MAN should take you to Asia/Manila; instead, it takes you to MET, basically the country name. We need it to read the city name.

    On the video, I type 'chi' and it pulls up Chile, instead of Chicago. Not sure when this changed, but it always pulled up the city, not the country.

    Attaching a quick zoom for a demo!

    3 votes

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  4. GCalendar Syncing with Playvox: If a Roster is generated and deleted, this runs the risk of created duplicate schedule imports into Associate Google Calendars where the deleted roster is not manageble by Playvox or WFM.

    1 vote

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    Acknowleged  ·  0 comments  ·  Connectors  ·  Admin →
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  5. When viewing the Manage Rosters page, it would be great to have the 'Shift Colour Type' reflecting each agent's location in the 'User Shifts' table.

    1 vote

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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 useful to see the detailed information for PTO/NCNS in [User Shift Tab] and whose details are linked and shown to the Actual Schedule in order to match the data visualisation to analize users and shift leaves easily.

    1 vote

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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

  7. We would like the ability to upload a CSV document for each Calendar Leave configuration. This would allow us to update leave allotments much more quickly and also also us to zero out all of the holidays.

    1 vote

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  8. When scheduling a user profile change, the user profile will show a notification of the scheduled update that only displays:
    - the effective date
    - section of the user profile affected
    - user and timestamp of the change submission

    Details about the change (old and new values for each field) are not being displayed.

    In case additional changes are needed, one might want to first understand what the user profile will look like after the effective date of the scheduled change; this is not currently possible.

    The user profile scheduled update is only marginally useful without having visibility to what…

    1 vote

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  9. When updating a Business Role in the Time off Calendar the new name is not automatically updated. You can see it in the drop down, but not on the display name.

    1 vote

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  10. The ability to see what status agents are logged into when using Zendesk Omnichannel. Similar to the status updates we see with Chat and Phones currently.

    The reason for this:
    If we were to use the connector feature between the Playvox and Zendesk with Omnichannel, we would want the Playvox tasks to be selected by the agents with Playvox telling Zendesk what status to be in in omnichannel. If we do this, agents could switch their status in Zendesk omnichannel to be offline (not receiving tickets) and we would not know this in Playvox.

    1 vote

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    Acknowleged  ·  0 comments  ·  Connectors  ·  Admin →
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  11. Manage Roster > select agent > Bulk Edit Shifts:

    Allow you to bulk edit shifts with shrinkage tasks as well from here (ie. Onboarding Training/Compliance Training task). Currently it only allows you to edit using workload.

    1 vote

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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

  12. I'd like to have the ability to create custom metrics in reporting using the existing metrics captured through the connector. e.g. phone time + email time = productive time

    Example: “# Handled” (Number of Interactions): in this indicator, the tool allows what should or should not be considered as interaction, even making it possible to establish time intervals between actions for this measurement.

    Regarding what we consider Operation productivity, we established that only some specific actions are productive, such as Public Responses and/or Internal Transfers to different levels, as long as the interval of each action is greater than 180s.

    9 votes

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    Acknowleged  ·  1 comment  ·  Metrics  ·  Admin →
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  13. 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.

    1 vote

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  14. "because right now we have either to scroll down the menu to find the agent or type each name in the search box, but when we have to select multiple agents it becomes difficult to do especially if there's an error then we have to do it multiple times.
    So the idea would be to have a copy paste box where we paste the names and that selection of names is the one that we would use as target for the cloning.

    1 vote

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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

  15. Allow filter options in the Manage Roster timeline tab to exclude users that don't meet ALL of the criteria. ie. English Calls and English Chat to show only those that have both roles not anyone that has either or. Currently this filter would reflect anyone that has the English Calls role and anyone that has the English Chat role but it would be helpful to filter for only those that have both.

    1 vote

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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

  16. Something that will notify them that they should be on break or any other aux based on what's plotted in their roster? Or like an alert that will tell them to move to a certain task that is plotted in their roster.

    We are not integrated with Zendesk and are using a different platform

    2 votes

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  17. Extend the current scenario functionality to allow you to select a minimum FTE requirements either for all coverage hours or between specific business hours. In addition, the ability to program shrinkage % in the workstream scenario to ensure that coverage is always x% over the minimum requirement - currently this is programmed at the workplan level

    1 vote

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    Acknowleged  ·  0 comments  ·  Forecasting  ·  Admin →
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  18. Ability to identify all leave requests approved on a particular date / date range, in addition to requested and submitted date.

    1 vote

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  19. In the shift template, add the ability to define what intervals shifts can start at. For example, shift can start between 7am and 12pm, but only on the hour (so at 7, 8, 9, 10. etc) or only at the half hour (so only at 7, 7:30, 8, 8:30, etc).

    Currently, this can only be achieved by making different shift templates for each hour start time, which 1) is cumbersome and 2) means that only the first priority shift template is rostered to. For example, if I have different shift templates for 8, 9, 10, and 11am start times, and…

    1 vote

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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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  20. We can already know how many interactions where skipped by which agent.

    But we want to know more details.

    We would like to know how many interactions skipped 'x' agent, and when we click on the number we can see which interactions did playvox capture and at what time.

    This would help to coach the agents.

    3 votes

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    1 comment  ·  Reporting  ·  Admin →
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