54 results found
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WFM Playvox/Agyletime in Brazilian Portuguese
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 -
View peer team via system role permission
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 -
automatically exclude certain tasks from adherence
Ability to automatically exclude certain tasks from adherence in task configuration (not leave tasks)
1 vote -
WFM Mobile App - For Leave and Schedule Requests
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.
4 votes -
Add hours to Special Days, to be able to configure partial day holidays
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 -
Add Email Avg. Touch Time to the Group Metric Config.
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 -
User Profile: Timezone by City Not Country When Typing
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!
1 vote -
Add custom fields to user profiles
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 -
Alert me if there are active user profiles that are not configured properly
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 -
Add Reminders to Save Page
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 -
Ability for administrator to log in as / impersonate an agent
This will help us to troubleshoot issues and provide support internally without having to engage with Playvox Support.
12 votes -
Allow workstreams to track Salesforce Opportunities
We can only currently track workstream details of individual cases in Salesforce, but some of our tasks utilize Opportunities instead.
1 vote -
Clone a calendar Configuration
Feature appears in the drop down on the Calendar Actions menu but does not work currently
1 vote -
1 vote
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Standardizing the formatting of column headers before ingesting a .csv upload
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 -
Workload Priority Ordering Cosmetic Improvements
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 -
Workstream Grouping to make filtering in reports easier.
Ability to create own channels in workstream setup only to help with filtering for reports. Use case, I have multiple phone workstreams, however only am concerned with four of the eight workstreams for reporting.
2 votes -
5 votes
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Add bulk actions to User Management such as bulk adding & removing tags / templates to Users
Can we have the ability to perform multiple bulk actions against a user? Key bulk actions would be:
Bulk adding tags
Bulk adding user templates
Bulk removing user templates
Bulk adding tags - Request
We use the Tags. We love that we can now filter by Tags in many features. How difficult it is to have to add a new Tag to 50+ Users - one at a time, and have to do so in a system that does not allow tabbing to the next User? It would be helpful and efficient to have the ability to select groups of…
4 votes -
Allow customisable service hours for 'special days' to be taken into account by scheduling / forecasting
I have SLA calendars set up for our phone and digital workstreams and these are all set up with their regular operating hours.
Is there a way, or is it planned for there to be away, to customize operating hours for special days eg: public holidays? For example, over Easter we were only open from 10am-8pm, but even adjusting the forecast it still forecast for calls over the standard operating hours of the contact center (therefore creating a requirement for staff between 8am and 10am on the Friday and the Monday that wasn’t needed.)
Ideally when we add a special…
1 vote
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