What is the Playvox App? The Playvox app integrates Workforce Management (WFM) capabilities into Freshdesk, enabling efficient scheduling, forecasting, and real-time agent activity tracking across digital channels like email, chat, and social media. Integration Benefits - Accurate Forecasting: Plan and schedule interactions across channels with precision. - Real-Time Insights: Monitor agent occupancy, adherence, and availability dynamically. - Performance Improvement: Use data for coaching, motivation, and employee engagement. - Enhanced Scheduling: Streamline ticket handling through detailed data synchronization. Limitations - Handle time is calculated only until the ticket is resolved. - Interactions for ticket summaries are not supported due to feasibility constraints.

Prerequisites: From Playvox: Client ID, Secret, and Domain URL from Admin > Integrations > OAuth Tokens. From Freshdesk: API Key (Profile Settings > View API Key) and Domain URL. Steps: Log in to Freshdesk as an Admin and go to Admin > Apps. Search for "Playvox" and click Install. Enter the Client ID, Secret, and Domain URL from Playvox and API Key and Domain URL from Freshdesk. Click Authenticate Account to complete installation. Configure synchronization settings: Agents: Sync agents and map their email IDs between Playvox and Freshdesk. Agent Status: Enable real-time availability tracking for occupancy and adherence. Ticket Conversations: Enable data sync for accurate forecasting and scheduling. For configuration in Playvox, map Freshdesk agent statuses and ticket properties under Task Definitions > Integration.