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Talkdesk AppConnect: Installing PlayVox

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PlayVox is now available for installation! Here's a little information about PlayVox:

PlayVox is a Quality Assurance software that allows you to monitor your customer service interactions across different communication channels such as chat email, phone, social media, among others. We help you deliver Perfect Customer Interactions by engaging and empowering your agents. With PlayVox, you can finally get rid of time-consuming spreadsheets, and run your entire QA program in a smart, easy and fast way.

For more information, please see their AppConnect listing.

 

Installation:

Users with permission to install apps can click "Install" from the AppConnect listing page. This will launch an installation wizard within Talkdesk. Please note that apps are installed for the account.

All users with the default Admin role have the ability to install apps. We recommend installing the app for all Admins so they can also launch and manage the app. Otherwise, you may want to create a separate "AppConnect Admin" role if you want to restrict this capability.

During the installation flow, select which users whose data you'd like to analyze. Since PlayVox is a QA application, we recommend installing for all agents.

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Data Access:

When you install PlayVox, it will grant PlayVox access to process the call recordings associated with your selected users. 

Note: PlayVox only has read access to your data. Call scorecards will be accessible in PlayVox only.

Application Access:

PlayVox has a separate experience depending on which role you grant your users. As the installing Admin, you can access User Management options from the Settings icon in the top right navigation. For more information about PlayVox roles, please see their support article.

By default, any user with the default Admin or Supervisor role will be able to launch the PlayVox app once it is installed for those users. For users with an Agent or custom role, please ensure that the AppConnect Applications permission is enabled from Admin > Roles so that the My Apps dropdown is visible to launch apps.

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Uninstall:

To uninstall PlayVox for specific users, hover over the app in the My Apps dropdown to surface the settings management icon.From there, simply deselect the users whose access you want to revoke. This will also discontinue the sharing of data for these users.

To uninstall PlayVox for the entire account, please contact appconnect@talkdesk.com for now. This feature will be available shortly in a self-service capacity.

Billing:

All applications come with a free 30 day trial and, should you choose to purchase, will continue month-to-month without any contract. App purchases will show up as an additional line item on your Talkdesk invoice.

 

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