511 results found
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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 -
New Metric for Utilisation
Current definition for utilisation is: Actual productive duration / actual paid duration. However, a client would like to see an alternative metric for calculating utilisation: total handle time / actual paid tasks
2 votes -
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.
11 votes -
Suggestion for Profile Creation
Could we look at possibly including some kind of message popping up when a new user profile is about to be finalised and created?
We recently had a new starter who shares the same name as an existing user and at the point of creation we didn't have any other info (email address etc) apart from their name.
When it came to creating that new profile it effectively took over that of the existing user and deleted all of their shifts from roster (new agent was hired into a different department) etc.
So the proposal/suggestion would be in these rare…
1 vote -
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
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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 -
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?
8 votes -
Blackout days for Leave Calendars
We would love the option to have "Blackout days" or days that specialists are unable to request time off knowing that we will treat the day as a holiday.
3 votes -
Show details about scheduled updates in user profile
When scheduling a user profile change, the user profile will show a notification of the scheduled update that only displays:
- the effective date
- section of the user profile affected
- user and timestamp of the change submissionDetails about the change (old and new values for each field) are not being displayed.
In case additional changes are needed, one might want to first understand what the user profile will look like after the effective date of the scheduled change; this is not currently possible.
The user profile scheduled update is only marginally useful without having visibility to what…
2 votes -
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 -
Performance summary and Omnichannel (Zendesk)
The ability to see what status agents are logged into when using Zendesk Omnichannel. Similar to the status updates we see with Chat and Phones currently.
The reason for this:
If we were to use the connector feature between the Playvox and Zendesk with Omnichannel, we would want the Playvox tasks to be selected by the agents with Playvox telling Zendesk what status to be in in omnichannel. If we do this, agents could switch their status in Zendesk omnichannel to be offline (not receiving tickets) and we would not know this in Playvox.1 vote -
Manage Roster - Bulk Edit Shifts
Manage Roster > select agent > Bulk Edit Shifts:
Allow you to bulk edit shifts with shrinkage tasks as well from here (ie. Onboarding Training/Compliance Training task). Currently it only allows you to edit using workload.
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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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
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Add Approved Date to the Leave Request Search table
Ability to identify all leave requests approved on a particular date / date range, in addition to requested and submitted date.
2 votes -
Bulk User Imports - Scheduling User Profile Changes
We'd like to be able to schedule changes in bulk by either having the option to schedule a import to "go live" on a certain date OR being able to make a changes to a group of users are the same time and schedule that change to go into effect on a certain date.
This would help us ensure that things like group/team changes, schedules, availabilities, shift templates, roles, etc are done prepped for the change date without having to schedule each agent individually for that change.2 votesHi. It is possible to schedule future changes to a users profile. This allows you to specify a future date that a change will be applied on - and this will be incorporated into future scheduling decisions, as well as being applied at the date / time specified.
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Duration based adherence for tasks
Ability to create a task that the user can use at any time, without affecting the adherence, but with a time limit.
E.g: We have flexible lunchtime, so the users can take their lunchtime whenever they decide, but that lunchtime cannot be more than 1 hour, so when the task goes over 1 hour it starts to affect adherence.
2 votes -
Incoming activity notification
Something that will notify them that they should be on break or any other aux based on what's plotted in their roster? Or like an alert that will tell them to move to a certain task that is plotted in their roster.
We are not integrated with Zendesk and are using a different platform
3 votes -
Opt in Hours Available Timeslot
A button or just a field that we can set the number of slots that will apply for the whole day/week instead of manually filling up every interval
Reason -> OTs are usually open for the whole day hence doing this is a tedious job
2 votesThis item is being prioritised for development.
We are beginning planning and will provide further updates as we understand when this item can be actioned.
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