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  1. 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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  2. 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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  3. 1 vote

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  4. 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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  5. 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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  6. 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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  7. 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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  8. 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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  9. When a reoccurring event is booked for 2 people (A lead and an agent for example) if one of the two people is not scheduled to work at the time of the meeting, can it not be applied to the remaining schedule.

    Example - A Lead and Agent have a reoccurring 1:1 every two weeks on a Tuesday at 4pm EST. If the Lead has a scheduled shift from 8-4pm EST the meeting would not be applied since the shift ends at 4pm EST, but if the agent shift is 10-6pm EST they will still have the 1:1 applied to…

    1 vote

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    0 comments  ·  Scheduling  ·  Admin →
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  10. Have the ability to indicate 1st half or 2nd half PTO requests without having to figure out each user's availability to identify specific timeframes.

    1 vote

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    0 comments  ·  Leave Management  ·  Admin →
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  11. 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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  12. Nowadays we are considering based on the schedule and as you mentioned, if the agent use more than one window to serve tickets, we will count more time than he/she is really doing.
    But I wanted to see the possibility of having occupancy measured in slots, without considering the number of minutes spent on various tickets in the interval, but only the "entry and exit".

    1 vote

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    0 comments  ·  Metrics  ·  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

  13. 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

  14. 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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  15. We've recently noticed an anomaly that when an employee submits a request for partial day annual leave that covers their shift from rostered start time to rostered end time it won't recognise that any unpaid break (lunch etc) needs deducting from. Example being an FTE is 7.5hrs and this would be the AL deduction for an all day AL submission, but if an employee were to submit a request as partial day for this particular day then it'll deduct 8.5hrs (shift + 1hr unpaid lunch).

    While there is an understandable education piece we can take on from our side of…

    1 vote

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    0 comments  ·  Leave Management  ·  Admin →
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  16. 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

  17. Hi, I'd like to make a suggestion;

    In the "Search interactions" report, in the date stamp columns (Start time and End time), the time is shown in this format: HH:MM.
    We would like to have the view in Seconds, if possible.

    We would also like to know if it is possible to display the time in seconds in the "Work Effort" column and make it customizable.

    We would like the time in the timestamp columns (Start Time and End Time) to be in this format:

    HH: MM: SS

    At the moment, this is only possible in the individual view of…

    1 vote

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    Acknowleged  ·  0 comments  ·  Metrics  ·  Admin →
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  18. Intraday historical template, the second workload column should be AFSHT, not AFAHT. I tried importing it for the first time using data in both columns today, and it simply overrode the AFAHT when I kept the column titles unchanged. It ended up giving me just one column. When I changed the column title to AFSHT, it took the second column as solved handle time as I expected to see. Adding an attachment for reference.

    1 vote

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    0 comments  ·  Forecasting  ·  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

  19. Ability to hide Deleted Teams from Teams filter in every screen. Currently Deleted Teams are displayed in some screen filters (e.g Realtime work summary or Leave Request search ) while they are not in other screens (e.g. My Team Roster or Schedule Summary). To be consistent the display should be the same (either hide Deleted Teams everywhere or at least give the ability to hide them by a new permission).

    1 vote

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    0 comments  ·  Others  ·  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

  20. Allow the Who's Away dashboard section to be configured to include all leaves if preferred, including those added via the roster generation such as RDO.

    1 vote

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    0 comments  ·  Dashboard  ·  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

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