286 results found
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When a dispute is submitted an email should be sent to the supervisor/team leader or others that have permissions.
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.
16 votes -
Enhance Workload Reporting
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 -
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
7 votes -
Ability to Create Quality Forms (Scorecard) Without Scores
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.
2 votes -
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…
2 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 -
Remove incomplete workload assignments
Instead of reassigning outstanding workload assignments, have the ability for the admin/TL to remove the incomplete workload assignments so the analyst can move onto the new assignment.
6 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 -
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.
3 votes -
Assign Evaluations to another user who assisted on the interaction
We have agents who consult on tickets and would like to be able to assign a scorecard/evaluation to them rather than the solving agent.
1 vote -
Be able to add justification to evaluations if agent did not sign (mandatory process)
We need to have the ability to add a justification if the agent does not sign the evaluation. For us this is a mandatory process that we need to track for control and regulatory reasons. Currently, this capability is not available, and its inclusion would significantly improve our processes. The justification would be added by the team leader.
1 vote -
Search evaluations using agent email
Be able to quickly search for evaluations using the agents email address, not full name
1 vote -
Unify format of value field in answers' feedback in evaluations
We'd like to fetch the feedback data from the answers in the evaluations.
When doing that we faced an error that comes from the fact that the "value" field inside the feedback object has both string (for Multiple Choice feedback options) and array (for Checkboxes) types of data.
So to be able to fetch that field, it should always be an array of string(s).
1 vote -
To be able to organize the agents in the workload by alphabetic order
To be able to organize the agents in the workload by alphabetic order so it easier to find them
3 votes -
Custom Reporting at the Section level (including comments)
We need to have an exportable report that captures errors found within a section of an evaluation, and includes comments by the analyst.
1 vote -
Second Evaluator Scorecards
Currently, for scorecards with a second evaluator, if the second evaluator is not selected, the evaluation process will encounter a loading delay, followed by a timeout error. Would like a solution so these audits don't get stuck pending.
Ideally, someone can approve all the audits like this that are pending. Also, we'd like to be able to see who the first evaluator picked from the list to be the second evaluator.
1 vote -
Ability to edit a workload after it has been started
There is always an error message when editing the time. It needs to have an 6 hour time difference to make any changes to the time of releasing the workload, which is unnecessary.
Flexibility to edit a workload after it has been started is desired.
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.
2 votes -
Playvox QM Chrome Extension for Evaluations
Chrome extension so that analysts can fill in the scorecard directly within the CRM for CRMs that do not have an out of the box integration.
1 vote -
An option to delay evaluation prescheduled release date.
Example -
For a QAed Case which has already been evaluated and scheduled on the tool, lets say for a deadline of Oct 20, we should have an option to revise the release date to a new deadline incase I want to make some changes to the evals or get it reviewed further and hence delay the evaluation delivery.1 vote
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