497 results found

1. Additional Metrics from Amazon Connect

   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 Available Time
   Phone Touches

   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… more

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2. Cloning Tool

   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.

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3. Administrator Role receives all new permissions automatically

   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.

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4. Time Off Minimum Limit

   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

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5. Reoccurring Events

   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 their schedule. This creates extra work to remove the 1:1's that only have 1 person attending.

   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… more

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6. 1/2 Day PTO Requests

   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.

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7. Ability to add custom domain link to Identifiers across all integrstions?

   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"

   This may also be related to existing Ideas:
   - https://playvox.uservoice.com/forums/943984-workforce-management/suggestions/46460650-realtime-performance-summary-gladly-connector-li

   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… more

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8. Measure occupancy

   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".

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   Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

   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

9. Add agent emails to reports

   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?!

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   Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

   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

10. Temporary User Profiles for Testing

    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 end to use as Playvox User Profiles, we would like to be able to exclude those test accounts from our PV bill since they would not be associated with a real account and would only be temporary. If there is a tag we could use for these accounts to exclude them while we are experimenting, that would be very useful!

    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… more

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11. Partial Day Annual Leave to deduct correct AL hours

    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 things, if this could also be addressed/considered as a feature change to prevent a partial day AL request also deducting 1hr unpaid lunch from the AL balances that would be really helpful in reducing the amount of traffic we're seeing coming to us in RP on the back of these anomalies.

    Thanks!

    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… more

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12. Tags Field Should be Changed to Boxes Design

    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.

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    Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

    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. Search Interactions View in Seconds

    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 an order, but we would like to have this view in the general report, without having to go into each order individually to find out the seconds.

    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… more

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14. Intraday Template Second Workload Column Should Be AFSHT

    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.

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    Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

    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. Ability to hide Deleted Teams from Teams filter

    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).

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    Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

    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. Reflect All Agents OOO in Who's Away

    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.

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    Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

    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. Display more data in Roster Summary table

    Right now, there is no way to see an agent's max hours or shifts per week. The User Shifts and User Availabilities tables only show the Minimum for each. When manually adjusting someone's schedule, you have to click into their agent view then back to the roster for each person you are adjusting
    Also, it'd be nice to have a Total Hours Rostered (excluding RDO). It shows total Paid, Leave, Shrinkage, and Productive, but you have export and add/subtract to get an overall total (for example, if you wanted to see how many FTEs were scheduled that week)

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    Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

    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

18. Shift Swap Agent Offer Visibility

    There are multiple steps for an agent to swap their shift with another agent with the current shift swap functionality. As an agent, you're not able to see the name of the person you are swapping with.

    In the shift swap email notifications, you do have visibility to see who is sending an offer, but in the PV platform, we are not able to distinguish between users and their offers.

    We are asking to have more visibility into which agent has offered and received the shift swap request to prevent navigation away from Playvox when associates add a request.

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    Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

    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. bulk remove tasks

    ability to bulk remove a task from the roster and have the system automatically replace the task with the task (or one of the tasks) from the workplan. Could be further adjusted via Optimisation after completion.

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    Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

    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. unpublish roster

    Would like the ability to unpublish the roster if it is published in error, or if mass changes are required due to changes in the business. Currently if published in error, agents see their schedules and may not catch the updated changes, resulting in coverage and adherence issues.

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    Acknowleged  ·  AdminAnonymous (Admin, Playvox) responded

    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