491 results found
-
Slack notifications regarding next scheduled task/break
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 -
Manager Notification or Approval for Opt In hours
The ability to have notifications sent to manager when agents opt in to tasks from the Opt In hours feature. We don't need this for every Opt In policy but would be nice to have the ability to info or request approval for certain instances.
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
-
Five 9 Event Subscription Service
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 -
Widget Capabilities
Ability to enter Add On Hours and also enter Leave in the Widget versus signing into the Playvox page. Majority of our users do no log into Playvox page regularly and adding these options to the widget would be beneficial from a User Experience.
1 vote -
Schedule tasks with predetermined start/end times, recurrence, and set number of assignees selected from a pool of people
Our use case requires us to schedule people into specific duties (tasks) on a set schedule (fixed recurrence and start/end times), independent of the forecast, with a set number of assignees for each slot. We can identify the pool of people eligible for this task via business roles.
We are currently using events to do this scheduling, but as we keep adding new roles across our global team, the number of events we have to manage is becoming unmanageable.
We would like to be able to include this in the automatic schedule generation by defining the fixed time slots for…
1 voteThank 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
-
Scheduled user profile changes should be effective on the date entered, not at the start of the roster
The Quagi Beach release (https://help-wfm.playvox.com/hc/en-us/articles/19098359933075-Quagi-Beach-Release-August-8th-2023#:~:text=Roster%20Generation%20Now%20Includes%20Scheduled%20Updates) introduced updates to how scheduled user profile updates are considered when generating the roster, but the existing implementation is limited in utility because scheduled updates are only taken into account in the roster starting after the updated was scheduled.
This means that if a user profile update is scheduled on a date that falls in the middle of the roster, the roster for that user is generated with data prior to the scheduled update, instead of using the initial configuration for the days before the scheduled update and the new configuration for the…
1 voteThank 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
-
Limit Slack notifications being sent based on user slack notifications
Prevent users from being able to select any public Slack channel based on user permissions (ie. Agents cannot set up a Slack notification subscription to send to a public channel, Slack notifications can only be sent to their DM)
1 vote -
Ability for agent to cancel an approved leave
Ability to allow agents to cancel their own leave requests after they have already been approved. Currently this needs to be done by an admin. Canceling a leave request should generate a notification to the WFM/lead (FYI only).
1 voteWe need to conduct more research in this area as there are mixed views from customers. Some believe that allowing agents to cancel leave is beneficial, while others are against it due to company leave policies and its impact on business operations.
-
Annual Leave Threshold
Within our organisation, the normal process to adhere to if an individual is to request a period of Annual Leave in excess of 2 weeks is that they need to get approval from an Ops Manager.
However we have noticed a number of instances where individuals have requested AL above and beyond a 14day stretch which would then auto approve and plan it into roster without getting prior authorisation.
As a feature request, could something be built which would automatically put any request above any given threshold into pending approval. This would allow us to carry out due diligence checks…
1 voteThank 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
-
Slack Notifications for Agents out of adherence
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).
3 votes -
LivePerson Connector
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 -
Support "+" symbol for password reset
It would be quite useful for the option "reset password" to support the character "+" as many emails usually have this symbol in their names.
For example: juan.ramirez+1@email.comWhen this user tries to reset the password and receives the link to reset, the character + in the email should keep like this: juan.ramirez+1@email.com
1 vote -
Enter Leave on Real Time screens
I want to be able to enter leave on the Real Time screen as this is the easiest place to enter partial absent. Currently, you can edit Actual Events, allowing us to enter Rostered leave eliminates the need to move between screens for what should be a simple data entry.
5 votes -
Add schedule for single agent to roster
Sometimes agents are wrongly not included in schedules (incorrect config, wrongly added end date) and so schedules need to be added back for them after rosters have been published. With hundreds of agents, this process can be very time consuming. The only way for automated schedules to be created for them would be to regenerate the roster, which would mess up schedules and data for all of the other agents.
It would be hugely useful to be able to select agent(s) and click a button that auto-generates schedules onto an existing roster for the selected users. This would solve a…
4 votesThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
-
Create a log in button on the OKTA time out screen allows you to log in
When user leaves their Playvox WFM page on idly and got timed out, when they resume and try to do something, it immediately brings them to a 404 page
2 votes -
Manager Roster | Hold Meeting Times When Adjusting the Agent Shift
When an admin adjusts someone's shift in the Manage Roster section, the event such as coaching or meeting moves with the shift. Could we offer a pop up to occur if someone tried to slide a shift with a meeting event on it, to ask if they want to lock the event or move it with the shift?
7 votes -
Mass Delete Shifts
Allow for mass deletion of shifts rather than having to click the 'x' for each one by one.
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
-
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.
9 votes -
Use Backlog in forecast
The ability to manage backlog of email/tickets within the tool and then distribute this as part of the forecast/roster.
2 votes -
Optimise active schedules
Can we please look at introducing the re-optimisation of rosters that includes current active schedules as well as future schedules for the day that have not yet started. Planners want to be able to react to real-time conditions in the Performance Summary Dashboard for example and re-optimise based on that.
1 voteThank 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
- Don't see your idea?