| Issue | Likely Reason | How to fix |
| User not synced |
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| User does not see schedule in pop up utility | User is not synced between platforms | Refer to issue User not synced for fix |
| Agents work or status not displayed in workstream details or real-time summary | Agent does not have required permission sets | Add permission sets outlined in this article to that user: 3. Assign Permission Sets – Playvox WFM |
| Workstream Mapping &/or Tagging | The default source type identifier is a combination of Channel, Initial Queue, Direction (Type) , and Agent Name | If you initial queue changes, or you have skill based routing - you will need to append the new queue information to Playvox source type identifier |
| Popup Utility not notifying users on schedule change | Playvox uses the Salesforce pop-up lightning utility to surface Agent schedules and schedule change alerts. If alerts (pop-up) functionality doesn't work as intended, it could likely be due to pop-ups disabled within the Salesforce org or a browser/firewall setting. |
and ensure you have not disabled pop-out utilities in your org or raise a ticket with Salesforce support. |
| Not getting Abandoned Chats/Calls in Playvox App |
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Review channel - Feature-specific Configuration – Playvox WFM | Abandoned jobs section |