35 results found
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Integration: Slack alert when integration is broken
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 -
Customize when Salesforce Log Errors occur during escalations
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 -
Ability for Agents to add a description when they choose a job code in the Zendesk widget
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 edits1 vote -
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 -
Stella Connect Integration - Feature Request Add Additional Question Field
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 -
7 votes
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Flag evaluations for behaviors
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,…4 votes -
Allow agents to select/change their status in Slack
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.
5 votes -
Sound notifcations for Chrome Extension
Yes you have to sign in / click on the little app Icon for it to remind you of things, and it doesn't ping its silent. So I wonder could the devs add in those features... as a toggle option ( audio or not) , is there a reason why you need to click on the icon to remind it to notify you?
4 votes -
2 votes
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Allow notifications to be sent by SMS
Allow the notifications to be sent by SMS as well as slack
3 votes -
Widget Notification on Changes to Schedule
"RueGiltGroupe
Client would like to have a better way to notify their agents that the widget has refreshed with an update to their schedule (current day).
Since the agent doesn't have the widget tab up front of screen, could we have the tab containing the widget or widget area flash, highlight, something to draw attention to the agent that an update was made?
We know that an agent schedule update takes 10 minutes to refresh on the widget once the roster is published, but the agent doesn't know when the WFM/Admin is making that update.
This helps to solve that…
3 votes -
2 votes
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Zendesk widget - Whos online status
In the Zendesk-Agyle Time widget, under the "Who's Online" tab, it shows how many people are online for chat & phone, but not who.
On the same tab, in the section below, there are agents listed. However, it is a list of everyone who is scheduled for the day, not those who are online at that time.
It would be great to have a combination of these features where we could see who was online in real time on various channels. I've attached a marked-up screenshot.
1 vote -
1 vote
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