In this article, you will learn what Playvox is, how it works with CloudTalk, and how the integration helps you track and export call and agent data.
User level: Admin, Agent, Supervisor
What is Playvox?
Playvox is a workforce management & quality assurance tool that helps you intelligently forecast, schedule, and monitor your workforce in real-time.
Playvox workflows were built from the ground up for digital-first, omnichannel contact centers and support the fundamental workflows required in these environments.
Why use Playvox with CloudTalk?
Without data like wait times, call times, & which agent was on each specific call, managers don’t have a clear view on where their teams are struggling. The integration between CloudTalk and Playvox remedies this, allowing you to seamlessly track and export call-related data, customisable to your individual requirements.
How does it work?
Users connect Playvox to other software suites to monitor employees’ performance in real time. This enables managers to better develop hiring plans and performance assessments, manage their agents, their time, their paychecks, and so on.
In the integration settings, users can choose which defined properties of calls they want to export. This data is then exported after each call ends or when an agent's status is changed. Unlike other integrations which export a wide variety of data including contract details, activities etc, CloudTalk's integration with Playvox will only focus on where the agent spent time during and after a call.
In the Dashboard UI, the integration settings allow users to select which call & agent data properties they want to export to Playvox. This is divided into 3 sections, Call Data, Agent Data, and Queue Data. Each of these sections has a toggle to enable/disable export for the section’s data.
Agent status information is exported in real-time.
For a detailed step by step guide on integrating and using Playvox with CloudTalk, please refer to to the following dedicated guide.
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