307 results found
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Ability to Adjust Dispute Notifications
Currently QA Leadership (i.e. Admins, Super Admins) is not notified when a dispute is submitted, but they assign arbitrators and review submissions. Adding notifications for them is important for timely management of disputes.
8 votes -
Ability to edit and dispute Evaluation Reviews
Upon submitting an evaluation review, there should be the capability to make edits to it. Currently, if an error is noticed after submitting the review, the only option is to delete it and resubmit a corrected version. However, this results in the original review having already been transmitted through our API call, and when the corrected review is resubmitted, as it has a new ID, this causes both the original and corrected reviews to be stored in our database, leading to inaccurate data.
Additionally, there should be the ability for our evaluators to challenge evaluation reviews, similar to how agents…
5 votes -
Edit Multiple Scorecards
Enable the option to edit multiple scorecards by create always a new tab when clicking the edit button
1 vote -
Evaluate the Analyst Dispute feature
Can we have a Dispute functionality enabled for the Evaluate the Analyst workloads? This would help the Analyst to Dispute their evaluation with the evaluator and seek for score change.
14 votes -
2 votes
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Automated Quality Coaching Recommendations
The user can set the percentage that triggers the coaching session recommendation
Options to trigger the coaching recomendation:
Question or section score
critical fail5 votes -
New Reports - "Quaity Overview
In the new reports - "Quality Overview" - in "Quality by Score" - Scorecards, have the possibility to see the Av. Qa Score above the bar, and not only when clicking on the bar.
Customer: MessageMedia1 vote -
"Transfer" button in the Interactions Tab
Possibility to have the "Transfer" button that we have in the Workloads, but also in the Interactions Tab.
Customer - MessageMedia1 vote -
Adding 'Vertical' and 'Contact reason' of the ticket on top of the scorecard.
In order to be able to get more information from the evaluations report, it would be great to add the specific 'vertical' and 'contact reason' of the ticket that's being evaluated, on the scorecard information (same place where we see the agents name, the TL, interaction number, etc.)
3 votes -
Custom report - Number of records
Can we add the number of evaluations/audits/records that have been completed per agent on the Quality Score by section for the Custom Reports? We believe it would be really helpful to see not only their QA average score, but the number of times every agent was evaluated during a certain period of time.
2 votes -
Ability to submit an evaluation with an anonymous analyst for specific roles or evaluations
Currently it is possible to submit an evaluation with an anonymous analyst but it applies to ALL analysts (evaluations + disputes) across the board.
There are specific processes/situations where would be helpful to be able to anonymize the evaluator (like evaluations among Senior QAs and Managers, for example).1 vote -
Create a Workload to evaluate the internal comments
Could you please add an option to create workloads to evaluate the internal comments left on the ticket by a person other than then one handling the ticket?
Example:
Person A is handling the ticket on Zendesk and needs help in order to solve the issue so they escalate the ticket. Person B looks at the escalation and leaves an internal comment with instructions or with the solution on the ticket and then Person A continues to solve the ticket.
We would like to create a Workload to evaluate the internal comments left by Person B, even if the ticket…1 vote -
Hello Playvox Team, We would like to have a feature request for the overview of disputes. Could we also get a filter overview here, wher
Hello Playvox Team,
We would like to have a feature request for the overview of disputes.
Could we also get a filter overview here, where we can also save the filters without always having to reset them.
We have noticed that we don't always have a good overview and therefore disputes have not been seen and the deadline has expired without processing.
1 vote -
Fail All for Review
Like an Agent Scorecard, please allow a "fail all" type for questions on a Review Scorecard.
2 votes -
To be able to view Audit Logs without having the ability to edit evaluations
Currently to allow users access to view the Audit logs, they have to be given access to be able to edit evaluations.
This is causing us problems, as users want to be able to view this, but we don't want these users to have the ability to edit audits, compounded by the fact you can't report on audits that have been edited so we can't even monitor this.1 vote -
transcription
Please consider adding transcription to audio files. This allows analysts to review longer calls without having to waste time listening to them. If an additional 'Highlighting' feature is added then you can also leave comments and feedback on specific areas of a call. This would be a huge product improvement on the QA side.
3 votes -
Allow the ability to pull cases for 90 days
Allow the ability to pull cases for more than 60 days, such as 90 days, so can perform quarterly audits more easily.
2 votes -
Workload Report Custom Filter
Add Custom option for dates on the Workload Report. Looking to filter by specific time frame or month beyond this or last month.
2 votes -
Date filters for Review stats
Date filters for Review stats -currently, only filter available scorecards, analysts and status. There's no date filter which is not helpful when exporting data for a specific time period. It would be great to add this filter and other filters like the ones in the other tabs (e.g. reviewer, playvox Id, etc.)
1 vote -
Ability to use Toolbar one question lev (e.g., thick, color, font size etc., especially insert link and upload files).
Unlock the toolbar also for the comment fields at individual questions of the scorecard. The toolbar in the summary is really cool. The functions would also be handy in the individual comments to make them more organized. We give most of our feedback on question level and would therefore benefit a lot from the toolbar.
4 votes
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