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  1. 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 votes

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    4 comments  ·  Reporting  ·  Admin →
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    Thank 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

  2. The ability to add 'Exceptions' in bulk to override out of adherence instances

    8 votes

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    Acknowleged  ·  0 comments  ·  Real Time  ·  Admin →
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  3. We are using Lack of Work as a leave type, which allows agents to request time off if there isn't enough work, allowing us to shed labor. Agents may request this several days in advance. As this is a need-based leave type, we'd like to NOT have the system auto-approve these based upon leave thresholds, but other types still could.

    1 vote

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  4. When you save a view/report in Reporting, it should save the grid settings (columns chosen, widths, order, etc.) as well as the Filter options used to make the report.

    1 vote

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    Acknowleged  ·  0 comments  ·  Reporting  ·  Admin →
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  5. 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

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  6. 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 votes

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    0 comments  ·  Scheduling  ·  Admin →
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    Thanks 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!

  7. 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

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  8. 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

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    Acknowleged  ·  0 comments  ·  Dashboard  ·  Admin →
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  9. 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

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    0 comments  ·  Reporting  ·  Admin →
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  10. We're now using Salesforce Scheduler for customers to book help sessions. I propose a new integration between Salesforce Scheduler and Playvox to automatically sync booked help sessions with agents' schedules in real-time. This integration will enhance the efficiency and accuracy of scheduling, providing immediate visibility into agent availability.

    2 votes

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    0 comments  ·  Connectors  ·  Admin →
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  11. 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

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    Acknowleged  ·  0 comments  ·  Real Time  ·  Admin →
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  12. 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

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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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  13. 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

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    Acknowleged  ·  0 comments  ·  Scheduling  ·  Admin →
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  14. 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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  15. Currently if an agent moves into a new group/team with previously booked leave, when you then filter the leave request search for their new team, the leave does not appear. It does show if you filter by that individual agent only.

    I understand the concept that it was booked under a different team and therefore linked to their previous team/manager but for their new manager looking at their whole team's leave, this agent's previously booked leave will be missing. This is also the case for the Who's Away widget on the homepage.

    2 votes

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    Hello,


    Thanks for your feedback. We love hearing ideas from our customers, and your feedback helps us shape the product to better fit your needs.


    Please keep adding ideas and voting. Your insights are always welcome and much appreciated.


    Kind regards,

    Fab

  16. There are a number of metrics in Performance summary that are real time metrics,
    - real time agents online (phone)
    - Real time Call backs waiting
    - Real Time Longest wait
    - Real Time Calls Waiting

    At the moment these are only available with Zendesk Talk. Would be great to have these available with Amazon Connect to allow real time management all through Playvox rather than having to look at different websites and have 1 source of truth.

    1 vote

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    0 comments  ·  Connectors  ·  Admin →
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  17. We've recently altered our workstream metric parameters for Short Abandoned calls to a point where they are no longer hidden with the IVR message on our line and are now easily identifiable. This gives our Ops greater understanding of the customer journey and how calls are abandoned and when.

    For us in Resource Planning though, as we use Performance Summary the most for realtime purposes and reporting on in day performance, there is currently no option to have Short Abandoned included as a metric for the front page. (see screenshot 1 below).

    We know this does exist within Workstream Analysis…

    1 vote

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    0 comments  ·  Reporting  ·  Admin →
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  18. To have the ability to code certain leave types (ie. Tardy, Leave Early, etc.) as out of adherence if the agent doesn't log in, even if this code is on their schedule for leave reporting purposes.

    1 vote

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    Acknowleged  ·  0 comments  ·  Real Time  ·  Admin →
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  19. The ability to see Location in shift bar as well as Team names within the Work Summary Real Time view.

    2 votes

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  20. Would like the ability to unpublish the roster if it is published in error, or if mass changes are required due to changes in the business. Currently if published in error, agents see their schedules and may not catch the updated changes, resulting in coverage and adherence issues.

    4 votes

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    0 comments  ·  Scheduling  ·  Admin →
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    Acknowleged  ·  Anonymous responded

    Thank 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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