520 results found
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View
The ability to see Location in shift bar as well as Team names within the Work Summary Real Time view.
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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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 -
Salesforce Scheduler
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 -
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 -
Allow agent's leave to appear in searches when filtering by their new Team/Manager
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 votesHello,
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
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Shift Swap Agent Offer Visibility
There are multiple steps for an agent to swap their shift with another agent with the current shift swap functionality. As an agent, you're not able to see the name of the person you are swapping with.
In the shift swap email notifications, you do have visibility to see who is sending an offer, but in the PV platform, we are not able to distinguish between users and their offers.
We are asking to have more visibility into which agent has offered and received the shift swap request to prevent navigation away from Playvox when associates add a request.
4 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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Real Time Amazon data
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 WaitingAt 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 -
Addition of Short Abandon Metric into Performance Summary
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 -
Temporary User Profiles for Testing
It would be very helpful to have an option to create test accounts that are not associated with a Company email within the Platform. As an example, our company would like to start utilizing Opt-In Hours, but we have over 29 different shift start and end times, so we would like to test out our options before launching company-wide. With test accounts, we would be able to publish a roster with just the test accounts so we can experiment with how this process would look for our business.
Alternatively, if we are able to create test emails/Employee profiles from our…
3 votes -
unpublish roster
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 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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Ability for workstreams to capture the second contact on a transfer that is done via the CRM or through a human intervention IVR
Current restriction on contacts that are transfered do not pick up the second contact if it is transfered to a different queue and need this counted as a contact for forecasting purposes.
1 vote -
User Selection > 'Deselect all' function
Currently, in places with user drop-down fields such as the Work Summary, you can hit 'select all' users, which will select users, but there is no option to 'deselect all' users, meaning we manually need to deselect users singularly or by team. Please allow an option to 'deselect' all current selections in the User drop-down fields.
1 vote -
Roster Publication - Lock feature
Would love to see a feature that puts some security steps in place that prevents the accidental publication of a roster.
We will quite often generate a batch of rosters going out into the future and will need to work on these prior to publication to ensure all lines of rotation any manual adjustments are finalised.
As the process of publishing a roster is a second nature piece for us, it sometimes happens that we publish a roster ahead of time and without manual changes being completed. We then need to delete a roster (as it's incorrect) and start the…
6 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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Option to select custom date timestamp formats when exporting reports
The ability to have a general setting somewhere that we can select what date/time format we'd like all reports to export with.
Since we're based in the US, the default date/time stamps that we export are in the "MM/DD/YYYY hh:mm" format and are not easily recognized by excel or google sheets and it requires manual efforts to convert them to "MM/DD/YYYY hh:mm" or else we're unable to sort/pivot properly.
In current state, not all reports but almost half of the exports we utilize, such as the Work Summary Reports and the Manage Roster Downloads are exported in the DD/MM/YYYY format.
3 votes -
Log Authentication Events to event log
Allow Auth events to be propagated to the event log to allow system administrators to trace Auth behaviour.
The events that should be tracked are:
SAMLLoginSuccessfulEvent (SAML)
LoginSuccessfulEvent (Username / Password)
LoginFailedEvent (Username / Password)1 vote
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