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  1. Currently, agents are relying on Google calendar to know which task they should move into or when their break is - however, Google cal has a significant lag with Playvox and is not always accurate, so it would be helpful to have these notifications from Playvox pushed through Slack to agents for the most accurate schedule and to improve time management

    1 vote

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  2. Ess is Five9's new 'Event Subscription Service'. This service allows for real time information to be passed via a webhook, delivered through HTTP. The payload is a fixed JSON format and cannot be modified within Five9. 

    With this integration, we would no longer need to pull from Five9's reporting portal and would allow the flow of data in real time, a feature that Playvox doesn't currently have with Five9 integrations. 

    ESS will require one subscription for each required event groups. To have real time data for interactions and agen events, we would need 2 separate subscriptions. One for 'Interaction Events' and one for…

    1 vote

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  3. A LivePerson connector to import chat/messaging data for forecasting purposes and workloads would super helpful. In its current state, we have to import data manually into our forecasts. I realize Playvox QA recently added this integration, but it makes sense for WFM as well.

    1 vote

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  4. GCalendar Syncing with Playvox: If a Roster is generated and deleted, this runs the risk of created duplicate schedule imports into Associate Google Calendars where the deleted roster is not manageble by Playvox or WFM.

    1 vote

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  5. We would love to be able to setup a Slack notification that would name agents who are out of adherence based on a specific set threshold (e.g., if an agent is 15 min late to signing in for their shift, or 15 minutes out of adherence during their shift, a Slack notification would name the agents and the time spent out of adherence).

    2 votes

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  6. The ability to see what status agents are logged into when using Zendesk Omnichannel. Similar to the status updates we see with Chat and Phones currently.

    The reason for this:
    If we were to use the connector feature between the Playvox and Zendesk with Omnichannel, we would want the Playvox tasks to be selected by the agents with Playvox telling Zendesk what status to be in in omnichannel. If we do this, agents could switch their status in Zendesk omnichannel to be offline (not receiving tickets) and we would not know this in Playvox.

    1 vote

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  7. Instead of syncing after every leave request, have 1 sync or a hard-coded balance that leave requests are taken from within the system. This is to avoid situations of duplicated or mismatching balances between playvox & Bamboo HR

    4 votes

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  8. When using the leave google cal integration, have the ability to just see a note in the upper area of the google calendar (not populate all the hours the agent is out of office). Right now, for full or partial day leave it blocks all of the hours that an agent would be on leave. If using this for a group of agents it could get very busy and hard to read. Attaching screenshot for better explanation.

    1 vote

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  9. Ability to do a two-way schedule integration for some users (ie. pulling events from Gcal into Playvox, and then Playvox into Gcal). Currently, we are only able to set calendars up as either a Scheduling calendar (ie. to pull events from Gcal to Playvox) or a User calendar (ie. to pull events from Playvox to Gcal).

    1 vote

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  10. Allow a two way sync or reverse sync option for clients when it comes to Workday. Sending leave from Workday to Playvox is a great option as part of change management ease when introducing Playvox. This would allow agents to keep the same process of adding leave, but still feed into the Playvox site for scheduling management, leave calendars, etc. Many wins with this feature request.

    1 vote

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  11. We would like to include the parameters for start time and end time from the api call in the following endpoints:
    https://handy.cloud.agyletime.io/api/schedule/metrics?
    https://api-us.cloud.agyletime.io/performance-metrics/agent/workstreams/user?
    https://handy.cloud.agyletime.io/api/workactivity/workstreams/metrics/agents?
    https://handy.cloud.agyletime.io/api/workactivity/workstreams/metrics?
    https://handy.cloud.agyletime.io/api/workactivity/workstreams?
    https://handy.cloud.agyletime.io/api/forecast/forecasts

    We are currently unable to process differences between days during our daily pulls due to the way the data transport team loads data. Normally, they will only upload the JSON response value and without a complete record of the information contained in that value, reporting teams downstream are unable to create accurate time series reporting in our central data environment.

    This is very high priority since it is…

    1 vote

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  12. When the integration between Zendesk and Playvox breaks, create a slack alert so that it is visible for the people who need to know to allow for a quick fix.

    1 vote

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  13. Salesforce connector should be flexible enough to allow for clients who have an agent workflow that takes them to multiple browser tabs to complete work on an incoming case and stop the handle time when the case status is changed. Currently if the agent navigates to another tab for research the handle time stops yet many clients have a workflow that requires research in another browser tab.

    1 vote

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  14. In our current setup, we escalate cases to other departments that don't utilize Playvox's WFM. Whenever those escalations occur, a log error happens since it doesn't recognize who it's going to. It would be great if we could tell the connector not to recognize these as errors.

    1 vote

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  15. Agents can add a description when they choose a job code in the Zendesk widget. We want them to be able to add comments to let us know what they are working on.
    For example:
    Agent chooses: "Project"
    Comments: Chat SOP edits

    1 vote

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  16. Stella Connect has an additional question field that clients can add for additional data retrieval. Can we add this additional question field to our integration, to allow the clients to turn this on? Screenshot attached with current view of the Stella Connect integration.

    1 vote

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  17. Can we have an enhancement where we can flag the evaluations where an agent behavior has been identified and where a follow-up is needed or to flag an agent profile?

    • Flagging an audit/agent profile for different reasons
    - Unprofessional
    - Lack of customer service skills
    - Work avoidance
    - Inconsistent performance
    - Critical Fail Trend
    - Language barrier
    - Knowledge gaps
    - AHT Outlier
    • Assign to a team member depending on the step of the actions to take to correct the behavior
    - Assign to TL to follow up
    - If the agent is sent to Remediation Training,…

    3 votes

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  18. 5 votes

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  19. In addition to the current notifications via Slack, customers would like to be able to have agents select or change their status within Slack. This would be especially useful for agents working on back office activities, or in the case of Intercom, agents not working in an Inbox.

    Perhaps similar functionality to existing dropdowns in Slack - see attachment for Slackbot example.

    4 votes

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  20. 2 votes

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