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  1. No way for agents to cancel the dispute from their end

    9 votes

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  2. We would like to request that similar to agents receiving notifications in their email when n evaluation was done, dispute should also send email notification to email addresses of all respective stakholders.

    10 votes

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  3. Our quality is heavily soft skill focused, and the Red "Rejected" notice is not ideal. I wonder if a different term could be used instead. Even "Denied" or "No changes warranted" might be less abrasive. Also, maybe a different color than red?

    6 votes

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  4. We currently have a 7 day period set for advisors to raise a dispute on an evaluation. We were given the understanding that the facility within Playvox allows us to control the submission of disputes automatically.

    However we have since discovered that the restriction only applies to the advisor starting the dispute within the evaluation and not when they submit it.

    If started within the 7 days, they can in fact then submit it whenever they wish, meaning we are getting disputes submitted weeks and months after the audit was created.

    This seems to make the function redundant as we…

    6 votes

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  5. Report dashboard that can be filtered by agent, by scorecard type, by team, etc. that will show the trend per section, trend by questions, etc. and at the same time include the evaluation comment for each occurrences. Rather than going back to the actual evaluation to review them individually.

    10 votes

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  6. Currently, the analyst distribution step in a workload only lets us distribute a percentage of the estimated interaction volume to be assigned. We need to be able to set a fixed number for each QA analyst to distribute the estimated volume. That way, across multiple workloads every week we can determine their total assignment.

    5 votes

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  7. We need the ability to use decimals when dividing the estimated volume to QAs in a workload. I.e. Currently, if you have 5,000 interactions estimated to be divided among 100 QAs the difference between the allocation of 1% (50 interactions) and 2% (100 interactions) is not providing a fair distribution.

    4 votes

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  8. Currently, there is no way to download/export the submitted reviews. We would like to have this enhancement to analyze the re-auditor findings in more detail.

    5 votes

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  9. Redistribute evaluations across multiple analysts (Team Leaders etc.) for both the substitutions (on PTO) & the re-assignments

    8 votes

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  10. It would be wonderful if we could have to ability to have more customization to build our own reports and export them on a schedule. Our analyst team struggles to properly analyze the data from QA because the data points are spread across many different reports. For instance, our analysts award a badge on a weekly basis. To figure who has won the badge for the week, we have to go to reports>agents, then look through every agent, one agent at a time to find the highest score. We should just be able to look at one page with all…

    10 votes

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  11. Would be nice to have an integrated tracking sheet inside PlayVox. Something where QA can upload names of their agents to a sheet and it could weekly be updated on who was evaluated and who was skipped (due to low resources and holidays). This should be accessible by all QAs for that team (so they can organically split the tasks, cover during holidays).
    The workload function has some gaps: covering by other people is complicated, does not track if someone was skipped due to holiday or sickness.
    An integrated Excel sheet system with a weekly view of some kind would…

    8 votes

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  12. We currently have 2 questions that zero the scorecard, but agents are finding this very demotivating and the 0% score overrides all the good they have achieved in the other 10 questions.

    Would it be possible to present the score in the notification email, and within Playvox, broken down into 2 parts?
    e.g.
    Your quality score (Q1-10) is 80%
    Your compliance score is 0%
    Your overall score is 0%

    Your quality score (Q1-10) is 95%
    Your compliance score is N/a
    Your overall score is 95%

    4 votes

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    Acknowleged  ·  1 comment  ·  Evaluations  ·  Flag idea as inappropriate…  ·  Admin →

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  13. When there are multiple analysts assigned to a workload, it would be great to have the ability to swap or relinquish an evaluation for a particular employee to another analyst. The purpose would be to eliminate potential bias, in the event that the analyst is the agent's direct manager or if there is a conflict between those parties that could lead to an assumption of bias.

    13 votes

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  14. 2 votes

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    Under Review  ·  5 comments  ·  Filters  ·  Flag idea as inappropriate…  ·  Admin →

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  15. We can create skipping categories in settings, but analysts still need to add a comment when skipping an interaction, this is an extra unnecessary step when you have the quantitative data from the categories you set. Having the option to remove this as mandatory in settings would be ideal for each client to personalise as needed.

    6 votes

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  16. Have the ability to view and export the scorecard in a pdf format and print it. This is useful for meetings and for employee training sessions.
    Adding an edit

    14 votes

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    Under Review  ·  4 comments  ·  Scorecards  ·  Flag idea as inappropriate…  ·  Admin →

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  17. To have access to all workloads interactions and its metadata, not only a random sample of them.
    Context: when a manager wants to verify the list of tickets assigned, either completed or not, in a workload, they click on the number of tickets in that assignment (it can be 67, for example), but Playvox will only display a sample of 11 or 12 tickets. Managers wants to be able to see the full list of assigned tickets so they can audit internally.

    5 votes

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  18. We can export evaluations from the quality tab which also exports the evaluation time however this is not formatted in a way that we can easily see the average evaluation time per analyst. This is really important when you have a whole team of analysts and need to see some clarity on how they manage their time especially if not meeting their workloads.

    6 votes

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  19. Would like to be able to view the evaluation that came from the dispute within the same tab itself in order to recall the interaction versus having to open another tab and toggle between both.

    7 votes

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  20. We'd like to have an additional type of sampling function based on the "Percentage or exact number of evaluation by team", not by team member or by filter as these are the options available now.

    4 votes

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