307 results found
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Option for stand alone reviews
Create a standalone review which is not tied to one specific evaluation.
A review is tied to an individual evaluation at the moment. We want to use the review scorecard to combine the results of multiple evaluated transactions or calibrations.
This way, we can use the review to summarize the analysts' performance in one official document, which makes it easier to understand patterns and set focus points.
We already plan to start doing this, with linking the individual calibrations within the review via custom fields. However, the review being linked to one specific evaluation can be confusing for the analyst…
3 votes -
New Custom Field Report
Please add an option in the custom field filter on the report section to select the generic custom field at the beginning of a scorecard [see the image attached as an example]. We now have only the custom fields ERROR/QUESTION-RELATED.
*Scorecard example: https://glovocontent.playvox.com/quality/scorecards/644be57723dbe8d8b8505eab?o=manage
9 votes -
Add the ability to insert GIF into Evaluation Comments
Include the GIF capability in the Evaluation Comment section, next to the upload files and emoji insert.
1 vote -
Include “numerator“ (0-12, 13-24, etc.) in the “agent”, “analyst“, “scorecard“ and “team“ tabs of the Reports option.
Include “numerator“ (0-12, 13-24, etc.) in the “agent”, “analyst“, “scorecard“ and “team“ tabs of the Reports option.
1 vote -
Provide a filter in reports where it is possible to segregate evaluations by grade or QA range (100%, 90% to 100%, etc.).
Provide a filter in reports where it is possible to segregate evaluations by grade or QA range (100%, 90% to 100%, etc.).
1 vote -
Extra workload: Function so that the analyst can generate extra loads for himself
We need to include some function/button where the analyst himself can request the system to generate an extra load, so that when he finishes the workload before the pre-established time, he can autonomously add an extra load for himself to work on it.
1 vote -
Delete comments in evaluations
We need to be able to delete comments made in evaluations
1 vote -
Save changes made to filters and list of calibration page
I'm loving the new layout and ability to edit the list of the main Calibration page but it would be great if the edits made to the column size were saved so if we leave the page and come back the changes remain.
Additionally, saving specific filters on any page (reports, workloads, calibrations ... etc) would be helpful.
Can we also bring back the option to 'open in a new tab' when right clicking the view button on calibrations.
1 vote -
Ability to archive custom field or a selection in it
In some cases we no longer need specific custom field or an option in it.
as it has no affect to the scorecard scoring, it would be nice to have an option to archive whole CF or a selection of the CF if the information is outdated.
now if we need to do such change we need to archive scorecard in all pages + launch a new one. It's rather time consuming task to perform for a minor change1 vote -
Five9 Call Link with Metadata & Interaction ID
We would like a deep link created for Five9 phone calls so that we can bring them in as calls and build a channel specific workload.
1 voteGreat news! 🎉 Your idea is moving forward!🎉
Your idea is now officially part of our roadmap. We're excited to bring your vision to life and appreciate your valuable contribution.
Stay tuned for updates as we work to make it a reality!😊
Karina from Product
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Reports: monthly comparative error recurrence
Reports: present monthly comparative error recurrence across all views, team, agent and scorecard.
2 votes -
General Info and Conversation tabs.
When we review a conversation, we click the “General Info” tab, and then click “Conversation”, but the conversation goes back to the beginning and not where we left it.
As a team, we believe it would be nice for the conversation to stay where we left it, just to avoid scrolling a bit more.
1 vote -
Auto detection of duplicate interaction ID (for Standalone workload)
For standalone workload, it's better to have detection of duplicate interaction ID to avoid reductant audit on the same sample.
1 vote -
Interactiond ID displayed in scorecards
When performing a quality evaluation in Playvox, an alphanumeric Interactions ID is generated in scorecards. This deviation from the uniformity of Salesforce Case Numbers complicates the process of identifying the corresponding case in Salesforce. The use of the Case Number as a distinct identifier, prominently featured in all quality evaluation scorecards, is suggested to streamline and enhance the efficiency of the process. Can we expect to have this change implemented quickly?
For reference, I can give you the ticket I have with the Playvox team - #282101 vote -
Adding Agent in Columns under Calibrations
Hi PlayVox Team,
We want to request to have an additional column for the agent name under Calibrations. The addition of the filter will make it easier for team leaders and quality assurance personnel to identify which agents have already undergone calibration quickly.
Hoping to add this feature on PlayVox
1 vote -
Edit scorecards post publishing
We would love the ability to edit scorecards after publishing, specifically the feedback sections, to be re-enabled or even improved upon with more edit options so we don't have to clone and archive when we want to update our cards.
This would improve our efficiency and clean up the DOMO reporting as well.
4 votes -
Marking an agent as out of office/sick/vacation
After sending a workload that can't be edited, we would like to be able to mark employees if they're on vacation or sick so we can know the reason that the analyst didn't complete their workload, also for future reference as there is no data to prove why this employee hasn't been evaluated.
include columns for start and end dates, as well as the reason for the absence.
4 votes -
Add Interaction ID to disputes
My team and I are using the PlayVox disputes page, and to be able to analyze the disputes we need the interaction ID to be implemented, which would be, for example, pusher-chats.5db5ba31-152e-4baf-9464-677ed65dbd6e. 20230913191139.
What we want is for an Interaction id column to be added next to the Evaluation column on the disputes page or within the Excel file, since there is an export to excel option.
I am sending a screenshot of the disputes page where the Interaction id column should be in accordance with my suggestion. Thanks
2 votes -
Increase Number of Participants
The ability to increase the number of users in calibrations, up to 500, through an upload feature. Currently, users have to be manually and individually selected.
2 votes -
No Future dates on Date fields
We'd love to add an option on the scorecards to prevent QA Analysts from entering dates set in the future. This causes some discrepancies in their data.
2 votes
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