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  1. 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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  2. 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

  3. 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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    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

  4. 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

  5. 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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  6. 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

  7. 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

  8. 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

  9. 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)

    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

  10. 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.

    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

  11. 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.

    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. 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.

    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

  13. 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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  14. change UI to show days where team member is not available or has less than full day availability to display in grey (or similar). This would significantly assist when making manual changes.

    2 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

  15. Would like to see the ability to enter customized shrinkage at the roster level in different intervals throughout the week. Example - higher shrinkage for the morning and evening to staff up for absences and lower shrinkage in the afternoons to encourage meetings, etc.

    This would also be good to not be set to the task but applied overall to the workplan

    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. 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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  17. 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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  18. At the moment all users have to independently adjust their "Work Summary Preferences" in order to view certain things like "Activities" or edit durations for "Out of Adherence" times at the top summary section. Then as soon as the user clears cookies/cache, these settings revert back to default.

    It would be valuable to have the ability for Admins set a default settings/preferences in the work summary for all users that will not disappear if cache/cookies are cleared. We can still keep the option for users select their own view if they wanted to.
    However, Admins should be able to select…

    1 vote

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  19. When using Seasonality forecasts and the option to forecast for weekends separately - include weekends as entries on the forecast export CSV, even if the value for that day/weekend is 0. Currently, these do not show if the value is '0'.

    1 vote

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  20. As an organisation our reliance on topping up our rostered staff hours with Opt In Hours is currently reducing week on week. The appetite for Opt in Hours from frontline staff however isn't reducing and this is causing an amount of confusion amongst the staff in how their pledges aren't necessarily being transported to roster.

    Should our reliance on needing Opt In hours continue to reduce week on week, then this confusion will only increase.

    It's been identified that this is caused by a supply/demand issue.

    To counter this, and to minimise traffic/confusion it would be good to introduce some…

    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

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