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

Ready to configure the CloudTalk + Playvox integration?
Follow the step-by-step instructions in our Configure Playvox guide.

Overview

What is Playvox?

Playvox is a workforce management and quality assurance tool that helps you intelligently forecast, schedule, and monitor your workforce in real-time. Its workflows were built from the ground up for digital-first, omnichannel contact centres, supporting the fundamental workflows required in these environments.

Why use Playvox with CloudTalk?

Without data like wait times, call times, and which agent was on each specific call, managers lack a clear view of where their teams are struggling. The CloudTalk–Playvox integration remedies this by allowing you to seamlessly track and export call-related data, customisable to your individual requirements. This enables managers to better develop hiring plans and performance assessments, and manage agents, their time, and their schedules.

How the Integration Works

Users connect Playvox to CloudTalk to monitor employee performance in real time. In the Dashboard UI, the integration settings allow you to select which call and agent data properties to export. This is divided into three sections:

Call Data
Agent Data
Queue Data

Each section has a toggle to enable or disable export. Data is exported after each call ends or when an agent's status changes. Unlike integrations that export broad data such as contract details or activities, the CloudTalk–Playvox integration focuses exclusively on where agents spend their time during and after calls.

Note: Agent status information is exported in real-time.

Call Logging and Data Exchange

How Calls Are Exported

Each call is exported to Playvox as a workstream with a contact and two interactions: one for the call itself, and one for the post-call wrap-up.

To view exported data in Playvox, navigate to Analysis > Workstream Details in the submenu.

Call Field Mapping

CloudTalk Call	Playvox Workstream
Call answered date & time	First answer time
Talk time	Talk time
Wrap-up time	Wrap time
Wait time	Wait time
Talk time + Wrap time	Handle time
-	Channel: Phone Always phone
Direction	Direction
Agent	Answered agent name Note: Customer must set up all CloudTalk agents in Playvox.
Call tags	Source Type Identifier

Note: Customers must set up all CloudTalk agents in Playvox before agent name data will populate correctly.

Agent Data Export

Agent status changes are exported to Playvox in real time, giving workforce managers an up-to-the-minute view of agent availability and activity across the contact centre.

Viewing Exported Data in Playvox

Playvox Workstream Filter View

To view call data in Playvox, you must first apply filters:

Navigate to Analysis > Workstream Details.
Click the Filters option at the top of the window.
Select the workstream (catchall).
Choose the required date range.
Click Apply.

This displays a list of all recorded calls, including fields such as Call Start Time, Call Wait Time, and Talk Time, within the selected workstream.

Note: Some columns may be hidden to the right depending on screen size. Scroll horizontally to reveal them.

Playvox Call Detail View

To inspect a single call record in detail, select the catchall cell in the relevant row. This opens a detailed view of that call, including all exported interaction data for both the call and the post-call wrap-up period.