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  1. We need to be able to evaluate agents, and hide only some evaluations from theor view (to be able to select which evaluations to make visible for agents and which not). Therefore, if they check their profile, they wont be able to see the evaluations that we don´t want to. For example: we want to do audits with investigation purpose, but we don´t want to give visibility to the agents so these audits wont have any impact on them.

    I know we have the option when doing an evaluation to mark if we want to send the notification to agent…

    3 votes

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    1 comment  ·  Evaluations  ·  Admin →
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  2. When a dispute is submitted there is no notification via email to the valid parties and sometimes they are missed.

    I think an email should be sent to the Analyst's Team Leader to prevent disputes being missed.

    17 votes

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    Acknowleged  ·  4 comments  ·  Disputes  ·  Admin →
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  3. Currently, the agent can only view its effectiveness per scorecard, but it would be very important for it to be able to view its overall effectiveness, that is, a single metric that expresses the effectiveness of all scorecards and all evaluations received.
    This way, he will have a better idea of ​​how his overall performance is, and not just based on specific scorecards.
    The "super admin" profiles have this view and, currently, we have to share the information manually.

    2 votes

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    0 comments  ·  Reports  ·  Admin →
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  4. Currently, we can't perform quality checks in Playvox without assigning scores. However, our quality process doesn't involve scoring agents; we focus on capturing criteria without emphasizing scores. It would be great if Playvox could support this by allowing assessments without associated scores, making it easier to align with our approach and minimizing disruptions.

    5 votes

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    Acknowleged  ·  0 comments  ·  Scorecards  ·  Admin →
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  5. Currently, you can only select ''Fail Section'', ''Fail All,'' and ''Notify'' options as ''Actions'' if a rule is met in Scorecards. Adding ''Set N/A Answer'' would be a neat addition because some criteria makes others redundant in certain scorecards. This would be great for efficiency.

    2 votes

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    0 comments  ·  Scorecards  ·  Admin →
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  6. Sugiro que, após enviada uma avaliação de uma carga de trabalho, a página seja redirecionada a avaliação preenchida, e não a carga como está sendo feito. Como prática do meu time, é realizada uma pequena revisão na avaliação após enviá-la, além de serem feitas anotações em um documento a parte referente aos pontos de melhoria e de atenção identificados nestas avaliações. Com o redirecionamento para a página das cargas de trabalho, os meus analistas estão perdendo um tempo extra tendo que ir até a página de avaliações, localizar a avaliação enviada, abri-la e realizar as ações que citei acima. Isto…

    1 vote

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    1 comment  ·  Workloads  ·  Admin →
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  7. Monthly, the case reason data is necessary for reporting for the following reasons:

    (1) Determine which case reasons are Met and Not Met %.
    (2) Have visibility on the count and types of evaluated case reasons.
    (3) Know the specific areas for improvement by case reasons that our agents needed for a refresher/training, and coaching.

    **The custom field feature in Playvox does not generate the above-mentioned data report we needed. We are looking forward to the generation of this "feature" option so that we can eliminate manual tracking and report data seamlessly and quickly.

    2 votes

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    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
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  8. We'd like to have the option for an automated "Workload Status Report" email that can be sent out daily, weekly, monthly, quarterly, etc. that would provide insights into the current period's workload activity to see things like total time spent evaluating so far per analyst, individual and overall completion rate, number of skips, average scores by team and scorecard, as well as any trends perhaps tracked by AI. We'd also like to have the ability to export all workload data/reports which currently doesn't seem to exist on the Quality>Workloads>Reports pages.

    4 votes

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    Acknowleged  ·  1 comment  ·  Workloads  ·  Admin →
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  9. The Scheduled Evaluations feature is great, but currently does not allow for any difference in how it's used in an organization.

    Please allow Scheduled Evaluations to be set-up on a user basis, so one evaluator can schedule their own evaluations without affecting anyone elses workflow.

    1 vote

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    0 comments  ·  Settings  ·  Admin →
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  10. Creating a workload on an analyst level provides tickets of the selected analyst on an agent level. Creating a workload for 2 or more analysts returns a list of agents (to know which analyst is being evaluated we need to open the evaluation window).
    What is being returned back is the correct number of cases that need to be checked (in this example, 10), but from the active workload, it is unclear which case belongs to which analyst. Cases selected only show agents who were evaluated in those cases (not relevant).
    As the workload is based on Analyst, it would…

    1 vote

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    0 comments  ·  Workloads  ·  Admin →
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  11. Currently if we do have an update (new process, new carrier) we have two options how to edit the scorecard:
    - archive all existing ones make change in one and then clone it and publish it - as a followup we also need to map new scorecard in all of the performance campaigns
    - edit each site scorecard one by one (then we can skip archiving/cloning/publishing/performance campaign mapping parts)

    Both of the options are time consuming (we have several changes a month) and prone to an error. An option to have one main scorecard that would be mirrored to the…

    1 vote

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    0 comments  ·  Scorecards  ·  Admin →
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  12. We are aiming to have one scorecard for all of the areas, when it comes to mistake same action might have one or several mistakes.
    The most efficient way on maintaining the scorecard would be to have an option to give e.g. the score to the question - 30 pts, and minus (never below 0) the points that are added next to the feedback options.
    With such set up we don't need to create many different questions that might not be relevant to all of the evaluations. This setup would also show the severity of the mistake, it's easier to…

    1 vote

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    0 comments  ·  Scorecards  ·  Admin →
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  13. I use the review feature for Audit the Auditor. I would like for when a review starts from the evaluation, once the review has been submitted, even if the scorecard eval was edited, the original score does not change.

    Also, is it possible to add an export feature here?

    1 vote

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    0 comments  ·  Other  ·  Admin →
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  14. 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

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    Acknowleged  ·  0 comments  ·  Scorecards  ·  Admin →
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  15. 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

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    Acknowleged  ·  1 comment  ·  Reports  ·  Admin →
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  16. Include the GIF capability in the Evaluation Comment section, next to the upload files and emoji insert.

    1 vote

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    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
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  17. Include “numerator“ (0-12, 13-24, etc.) in the “agent”, “analyst“, “scorecard“ and “team“ tabs of the Reports option.

    1 vote

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  18. Provide a filter in reports where it is possible to segregate evaluations by grade or QA range (100%, 90% to 100%, etc.).

    1 vote

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  19. 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

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    Acknowleged  ·  0 comments  ·  Workloads  ·  Admin →
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  20. We need to be able to delete comments made in evaluations

    1 vote

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