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58 results found

  1. Have the ability to provision users via OKTA without needing to manually add/deactivate them.
    - onboard/offboard
    - Transition Teams
    - Update roles as needed

    3 votes

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  2. It would be quite useful for the option "reset password" to support the character "+" as many emails usually have this symbol in their names.
    For example: juan.ramirez+1@email.com

    When this user tries to reset the password and receives the link to reset, the character + in the email should keep like this: juan.ramirez+1@email.com

    1 vote

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  3. We'd like to be able to schedule changes in bulk by either having the option to schedule a import to "go live" on a certain date OR being able to make a changes to a group of users are the same time and schedule that change to go into effect on a certain date.
    This would help us ensure that things like group/team changes, schedules, availabilities, shift templates, roles, etc are done prepped for the change date without having to schedule each agent individually for that change.

    2 votes

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  4. 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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  5. 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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  6. 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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  7. Having a mobile app for Playvox WFM will put us in line with client needs. This app would be helpful to view schedules, but more importantly to request leave and make schedule requests. The site is accessible via mobile devices, but this would give us an edge. Feedback from one of my clients.

    6 votes

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  8. As an adm user of this platform, I would like to propose the addition of language options, specifically for Portuguese and/or Brazilian Portuguese. While the administrators and stakeholders may not face difficulties due to language barriers, a significant portion of our user base consists of consultants/agents or leaders who rely on Google Translate to navigate the platform.

    Unfortunately, this often leads to inconsistent and inaccurate translations, which can result in misunderstandings and hinder their overall experience.

    3 votes

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  9. View peer team should be via system role permissions rather than the team level. This is necessary for larger groups. There could be a default state to not allow and override at a time level if it's not overridden by the system role permissions.

    1 vote

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  10. We are using Special Days in Leave Calendars to configure holidays by countries/regions. There are countries that have partial day holidays, i.e. the holiday starts only after 2pm.
    Currently Special Days only allow to associate a start and end date, but there are no hours attached to it. We are forced to manually add leave requests for people that celebrate these partial day holidays, but at scale it is difficult to track because new hires are onboarded all the time in different countries.
    To solve this problem, it would be helpful to be able to add hours to a Special…

    1 vote

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  11. Currently Email Avg. Touch Time or Avg. Touch Time is not available to add under the Group Metric Configuration to be able to display to agents and or managers. Please add this option in the drop down list so agents can see their average time spent on emails/tickets.

    1 vote

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  12. The user list is limited in how it can be filtered or what metadata can be added to users. We are now using Tags to capture additional information, however this can quickly become messy.
    It would be nice to be able to add custom fields to user profiles.

    1 vote

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  13. User profiles with issues can cause issues with scheduling and leave.

    I'd like to have a report or at least an alert that tells me if there are active user profile's with configuration issues (i.e, availabilities don't match contract hours, there's no shift templates or shift templates don't match availabilities) so that I can fix them before there's an issue.

    5 votes

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  14. Add reminders to save your work when closing PV WFM or when navigating to another page to notify that you will lose changes if you proceed without saving.

    1 vote

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  15. This will help us to troubleshoot issues and provide support internally without having to engage with Playvox Support.

    13 votes

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  16. We can only currently track workstream details of individual cases in Salesforce, but some of our tasks utilize Opportunities instead.

    1 vote

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  17. Feature appears in the drop down on the Calendar Actions menu but does not work currently

    1 vote

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  18. 1 vote

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  19. We recently had an issue where due to a capitilization discrepancy PV did not ingest/update a column value in our systems (End Date). PlayVox was expecting the column header "End date" but our sheet had "End Date" instead. This went unnoticed for awhile which ended up causing some SLA issues down the line. W propose PV "standardize" the column headers when parsing the text. For example, doing a simple LOWER() or TRIM() would have eliminated such an error. An added bonus to that would be if PV was somehow able to notify us when expected column headers != what was…

    1 vote

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  20. Reordering workloads in workplans is very confusing visually with just the little arrow clicking. Moving one thing to the top or bottom takes a second bc one has to click multiple times and make sure you're moving down to click the right one. If there could be a drag/drop feature or a way of moving things to top/bottom, that would be great! Same thing true for reordering shift templates in Policies on roster workplans (and all other places this arrow reordering is used)

    1 vote

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