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  1. 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?!

    3 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

  2. 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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    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

  3. 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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  4. a new metric that can show the adherence or conformance at the agent, date, time/interval level. This metric would be a percent of how much time was productive in a channel vs scheduled.

    % = Total Time Active in Task or Channel / Total Time Scheduled in Task or Channel

    1 vote

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  5. Ability to have a view / dashboard dedicated to Re-occurring events created by group AND Agents. This view should allow us to bulk edit, along with the ability to view and export the details of: Frequency, created date start date, end date, duration, group or agent name, etc.
    This should ALSO include the ability to export as well

    1 vote

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  6. The ability to have a general setting somewhere that we can select what date/time format we'd like all reports to export with.

    Since we're based in the US, the default date/time stamps that we export are in the "MM/DD/YYYY hh:mm" format and are not easily recognized by excel or google sheets and it requires manual efforts to convert them to "MM/DD/YYYY hh:mm" or else we're unable to sort/pivot properly.

    In current state, not all reports but almost half of the exports we utilize, such as the Work Summary Reports and the Manage Roster Downloads are exported in the DD/MM/YYYY format.

    1 vote

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  7. Ability to filter schedule summary by Tag.

    2 votes

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  8. It would be great if we could see accurate team information when drilling down into User / Date in the report.

    0 votes

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  9. We would like the ability to export the roster timeline data in a spreadsheet, in a format similar to the one attached.
    This would help when we are planning coverage for some special events, when for few days a lot of agents will be unavailable or working different hours than usual. This involves scenario planning, where we are experimenting with various options (number of people unavailable, shifted availability) until we settle on the final solution. Having a scenario planning feature would be ideal, but until then just the capability to export the roster data in a spreadsheet would help.

    1 vote

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  10. On the schedule summary page, it would be ideal to show the Rostered and Actual next to each other in the Data Table. I would like to compare what was scheduled versus what happened without toggling between.

    1 vote

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  11. Need all users to have a Playvox ID.
    The reporting in Playvox needs to include a User ID that is unique to each user and available on all user reports.
    For instance, when I pull the User Performance Metrics, the only User info is their full name in one excel box.
    but, when i pull the Schedule Task Details...i get the user name in 2 boxes (first/last) and also now i have their email address.
    So when i export these 2 reports to excel i have to manually combine names rather than having a unique ID that i can easily…

    1 vote

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  12. "I would like to have the option to track my agents' results every hour of the day, instead of just seeing the day as a whole. What I want is to check how the results are performing in each specific hour."

    2 votes

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  13. Ability to track workload whenever a ticket is assigned to certain group on Zendesk.
    - # tickets in workload
    - Arrival patterns and volume forecasts
    - HC Forecasts
    - AHT based on Workload.
    - Time to response after ticket was assigned to the group.

    2 votes

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  14. Save current grid settings - enable feature for all reports, including Schedule Task Details (button exists but does not work)

    3 votes

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  15. Would like to see columns for Totals of each category (ie. Total Paid Shrinkage) and the breakdown of selected categories (Ie. Shrinkage - Break, Shrinkage - Meeting) together in the report. Rather than either or

    1 vote

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  16. 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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  17. From University of Auckland
    We want to know if AgyleTime has the functionality to automate/schedule reports. For example, if I want a specific report to be scheduled, it is sent out by email at specified times to my colleagues and I.

    Could you please confirm whether this functionality is available or not?

    2 votes

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  18. Schedule Task Analysis - When you export the bar graph for adherence percentages, dates where agents did not have any actuals are showing as 100%. These should be left out of the report.

    2 votes

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  19. From the workstream analysis view, allow a drill down from the charts / summaries to allow the workstreams that make up the summarized datapoint

    2 votes

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  20. It would be really helpful if some of the metrics available on Performance Summary could link through to a pre-filtered list on Workstream Details so I can get an understanding of what data is generating the metric.

    For example, I would love to be able to click on the 'Abandoned' metric on Performance Summary and be taken to the Workstream Details page, where a filter is already applied to show me all the abandoned workstreams over the date range I had selected.

    0 votes

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