426 results found
-
Bulk Update User Profile Settings from User Mgmt Page
The ability to mass update user's teams, tags, etc. from a dropdown in User Mgmt vs having to do an import or making the changes manually for each user.
3 votes -
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 -
Capacity Planner - Ability to create a plan for more than 1 year
Have the ability to create a capacity plan for more than one year, E.g for FY24 (from October 23 to September 24).
Today we need to do that manually as we can create a plan only for the next 12 months.
2 votes -
Display Volume Trends %
Display volume trend as a percentage in the Realtime Performance Dashboard report (ie. ^5% or) so you can see if you are trending high or low at a glance.
1 vote -
Alert me if there are active user profiles that are not configured properly
User profiles with issues can cause issues with scheduling and leave.
I'd like to have a report or at least an alert that tells me if there are active user profile's with configuration issues (i.e, availabilities don't match contract hours, there's no shift templates or shift templates don't match availabilities) so that I can fix them before there's an issue.
5 votes -
Add Reminders to Save Page
Add reminders to save your work when closing PV WFM or when navigating to another page to notify that you will lose changes if you proceed without saving.
1 vote -
Working filters for exporting to CSV files
When Leave Request Search is filtered, allow filtered data to be exported to CSV rather than entire report.
Frustrating taking the time to run and search only to have to filter again once exported.
Actually, it would be good for every filtered option in Playvox.2 votesWe will review this item and assess the effort involved.
-
Roster Configuration - Agent search
Allow the ability to search the workplan(s) that an agent is in at the roster configuration page. It is possible that an agent can be on several workplans, so having this functionality will allow for efficiency on this page. Also, when a client has several workplans, it may not be obvious as to the workplans they are a part of. This can help with troubleshooting as to why an agent has the incorrect workload task on their schedule, etc.
2 votes -
Zendesk allow only one ticket open to accurately capture AHT
Would like the Playvox widget in Zendesk to restrict ticket tabs to allow only one ticket at a time to be open. Also would like the widget to continually track AHT and not allow agents to be in a ticket status without a ticket open.
1 vote -
Forecast Phones/Chat Workload Based on Historical w/ Fixed Minimum Requirement
The ability to allow the system to generate the FTE requirement for the workloads for Chat and Phone based on historical arrival patterns, but to also have a fixed minimum requirement (ie. 1 or 2) to protect the workstream in the event that there's no requirement to guarantee that the workstream will still have some coverage. It would be helpful to not have the min requirement to be added to the historical forecast when the historical exceeds the min requirement, but only utilize the min when the requirement based on the forecast would fall below the min. required set.
9 votes -
Setting available slots in Opt-in Hours
to have the option to set the available slots for Opt-in hours to be set for the whole day or for the whole week.
For instance, the current setup is you have to set the number of slots available per hourly interval per day when setting up Opt-in Hoours. But for companies who are always on "OPEN OT", this will be a drag to set up since you have to update it day by day; hour by hour.
If having a button that you can click that will set the available slot to a fixed number for all hourly intervals…
1 vote -
Add weights as adjustments to forecasts
Our inbound #s are impacted by changes in the overall business that we are aware of ahead of time. Right now we manually generate our forecast based on projected business changes, which is a very time-consuming process.
We'd like to be able to apply changes using our business forecast info to the base Playvox forecast.
1 vote -
Daily service level view in Rosters
We would like to see the aggregated SLA expectation by day in the Roster views. The coverage table shows it by interval, but we would like to view this by day as well.
1 vote -
List view of scheduled roster events
Once we create a roster event, we cannot see when individual events are created. We would like to be able to edit the roster event to add/remove/ individuals/entire events in a one-stop shop format.
1 vote -
Playvox Salesforce connector should be flexible enough to calculate handle time based on the opening of a case and the status change of case
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 -
Hourly ealtime service level monitoring by channel
Adding real time monitoring capabilities that work at the task levels we actually use (Email/Chat and Email/Voice) so we can conduct root cause analysis more easily should SLAs slip - Request to have it Hourly in addition to daily.
1 vote -
Incorporate shared volume and skilling into SLA projections and scheduling.
When agents are trained on different skills, they handle multiple types of calls at once. Agents are often trained on different groups of skills, so there is no one way to cut workloads that fits all agents.
This causes scheduling to specific tasks to be unreliable when assessing coverage for different lines of business. It also means the SLA projections are often too low because they do not take into account cross-skilling, only the tasks agents are scheduled for.
In the attached image, coverage is quite good, but it looks like SLAs will be at 0% for certain workstreams because…
1 vote -
Snooze Zendesk widget notifications
Ability for agents to snooze Zendesk widget notifications for chosen amount of time.
1 vote -
Add Total Interactions and Interaction Rate as a User Performance metric
Handle Rate is not a static metric as it's based on unique tickets handled in the selected timeframe, so the Handle Rate an agent sees daily on their dashboard will not equal what is reported in our EOW report. This has caused a lot of frustration in our agents' abilities to stay on top of achieving their performance metric goals, since their EOW Handle Rates are typically much lower than what they see daily.
As such, we'd love to see the introduction of Total Interactions (right now only available per workstream) and Interactions Rate, available on the User Performance…
1 vote -
Additional Slack notification - longest wait currently in queue
Add longest wait time for calls or chats currently in queue (rather than longest wait for the entire day)
1 vote
- Don't see your idea?