512 results found
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Add a search field to the google chrome extension
Our agents use the Google Chrome extension daily, throughout their entire shifts, to select from over 30 different statuses. Currently, the statuses are listed alphabetically, forcing agents to scroll through the entire list, which is time-consuming and inefficient. This process slows down workflows, particularly when handle many task during their shift.
Introducing a search field or filter option would greatly improve efficiency, allowing agents to quickly find and select the correct status, ultimately enhancing both productivity and user experience.
4 votes -
Edit leave request already approved
We currently lack the ability to edit a leave, especially sick leaves, when the dates need to be changed. For example, adding more days to a sick leave or reducing vacation days due to business needs.
We have consulted the following articles and have found nothing:
https://help-wfm.playvox.com/hc/en-us/articles/18291469660819-Leave-Management
https://help-wfm.playvox.com/hc/en-us/articles/18291644409619-Cancel-Leave-Requests
5 votesHello,
Thank you for sharing your idea to Edit approved leave requests on UserVoice! We truly value your input, and our team will review it as we plan future updates. While we can’t immediately implement every suggestion, your feedback helps us shape the product.
In the meantime, feel free to keep voting on other ideas you’d like to see implemented. Your voice matters!
Thanks for being part of our community!
Kind regards,
Fab Eisenmann
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Leave Management Limits
Can we add an option to have a % of active accounts as a limit for leave management instead of a specific number?
5 votesThank you for submitting/voting on the idea for Leave management limits. We've acknowledged the suggestion and will consider it in future updates.
Your input helps shape our product, and we truly appreciate your support!
Best regards
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My Team Roster
Would be great to add more filter view options to include the option to filter a User or Business Roles as an option to view other than just Teams and dates.
3 votes -
Roster Warning - Minimum Time Between Shifts
When building a roster/schedule it should be that the system warns you the minimum time between shifts is not being honoured.
This will help to prevent any breaches of contract or awards when an employee is working consecutive days.
3 votes -
Add agent emails to reports
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?!
5 votesThank 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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Task Duration of Less than 15 min for Demand Events
Would love to be able to use the demand event feature to schedule tasks or trainings for less than 15 min. Current state, we're unable to use the feature for tasks under that 15 min threshold.
4 votesHello
Great news! We wanted to let you know that we are working on your request to schedule less than 15-minute training tasks using our Demand event tool. We're excited to turn your suggestion into a reality.
While we don’t have a specific release date just yet, our team is focused on getting this feature ready for you as soon as possible. We’ll keep you posted, so stay tuned to the release notes for more details as we get closer to launch.
Thank you for helping us make our product better!
Best regards,
Fab
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Tags Field Should be Changed to Boxes Design
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.
2 votesThank 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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Bulk edit of Exception to Adherence
The ability to add 'Exceptions' in bulk to override out of adherence instances
7 votes -
Allow flexibility in submitting Partial PTO outside of timeoff configs if a schedule has not been generated.
Currently, If agent has a regular shift scheduled/roster has been generated, because the agent's shift is created according to availabilities which are usually longer than timeoff config (to account for lunch breaks), PTO can be applied over the shift, surpassing the usual end time dictated by timeoff configs.
The issue is - If agent does not have any regular shifts scheduled/roster has not been generated, the leave shift can only be created within the bounds of the times specified in the agents timeoff configs.
Any agents who do not have a regular shift scheduled for the day, but take partial…
3 votes -
Incorporating drag and drop into User Profiles
We'd love to see drag and drop functionality built into Users section. Some of our frontline staff have multiple tags applied to their User Details which is based on a number pf parameters (Team number, workstreams they can work, rotation of shifts etc).
With our set up, we would ideally always like to have their designated team tag as their first tag followed by a set structure. The limitation we have with this is that if an agent were to move to a new team which fell under a new line of rotation for rostering purposes, to have that team…
1 vote -
Cloning Tool
When using the cloning tool, to have the original start and end time of the shift as the default when dropping the shift onto another agent's schedule. Currently, wherever it is dropped, that is the start time of the shift.
4 votesThanks for voting and sharing your support for Cloning Tool improvements. We’ve acknowledged the suggestion and are considering it for future updates.
Your input is valuable, and we appreciate your involvement in helping us improve our product!
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Cloning a shift over a pre-existing shift should not lead to overlapping shifts
When a shift is cloned over a pre-existing shift it results in overlapping shifts in the roster.
This is not expected. The expected behaviour would be that cloning over. a pre-existing shift is not allowed, similar to how manually adding a new shift to the roster where a shift already exists is not allowed.
This is a bug, but response from support is that it woks as designed?!?
Steps to reproduce:
1. Open a roster
2. Click on the Cloning Tool
3. Select an existing shift (not task) in the timeline to select it for cloning
4. Click on the…1 vote -
Adherence Equivalent for no activity
Being able to make an adherence equivalence or exception for a lack of event.
Example 1: User doesn't login to Gladly or other integrations but is productive off queue and we want them to be in adherence in this event).
Example 2: System issues or new hire onboarding agents are unable to login.
1 vote -
Remove Leave from Who's Away at Leave Event End
For events like lateness' remove the Leave from Who's Away once the event ends. Another use case would be for a midday leave/return - this would show on the dashboard until the user returned at the end of the Leave event.
1 vote -
Add additional Information from DialPad to Playvox for exporting
We are looking to possibly add some additional information from Dialpad to Playvox. What we are looking for is to add a column from a dialpad export from the call logs that states categories and shows specific information from DialPad.
We are using exports from Playvox in the Workstream Details under Analysis. This particular information is not included in that information but is there a way to add it somewhere or is it somewhere that I'm not able to see?1 vote -
Ability to add custom domain link to Identifiers across all integrstions?
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 -
Allow setting and create validation for maximum allowable working hours per week
Introduce a feature that allows the system to set and validate the maximum allowable working hours per week for agents. The system should ensure employees cannot book opt-in hours (overtime, additional hours) if it would cause them to exceed this limit, which may differ from their regular contracted hours. This will help maintain compliance with both company policies and regulatory requirements.
1 vote -
Ensure time between shifts compliance for shifts with Opt-ins (Overtime/Add Hours)
When offering Overtime or Additional Hours (Opt-ins), the system must ensure that employees can only be offered and book these hours if they maintain the required rest (time between shifts) period between working days. This check should evaluate both the previous and upcoming working days to confirm that the necessary rest gap is preserved.
Currently we are having to manually review overtime as it is booked and make manual adjustments to each booking. This will not be sustainable if we ever see an increased requirement for overtime, currently it is very minimal across the business.
We are happy with how…1 vote -
Agent Adherence Dashboard
Agent Adherence Dashboard - Amt of Time in Status/Alerts. A request to enhance real time agent status reporting to show total time an agent has been in a status, vs how much time they've been out of adherence or what time their last activity should have started. It would also be helpful to show this in a list view that can be sorted by user name, task type, total OOA, etc.
3 votes
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