260 results found
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.3 votes
New Analyst report: Disputes per Analyst (accepted and not accepted)
The new Analyst Report is great but we are missing Disputes per Analyst and also how many of those Disputes per analyst were accepted or rejected.
This will give insight into accuracy of evaluations and can help with coaching of Analysts.4 votesAcknowleged · 0 comments · Reports · Admin →
Evaluate the Analyst workload feature
When we assign the ETA workload, it first takes us to the calibration and then to the review screen. Could we have a disability feature to opt for the calibration or not in the workloads and that should directly take us to the review screen?
Can we have this feature enabled for the Evaluate the Analyst workloads?15 votes
View My Workload - URL Needs to Point to actual Workload
Currently, the "View My Workload" link in the "You have a new workload assigned" notification email directs the user to the Community page, not the workload.
User would like "View My Workload" URL to direct user to the specific assigned Workload.
Toggle between daily, weekly, monthly views
When viewing a Quality report, it would be good to be able to toggle the measure showing between daily/weekly/monthly rather than it automatically choosing the measure to show based on the timeframe2 votes0 comments · Reports · Admin →
Hyperlinks visible within the evaluation
The MessageMedia team would like to be able to view the hyperlinks when evaluating. Right now they can see these hyperlinks in the interactions tab, but not when they are already in the evaluation evaluating.2 votes
Ability to have same interaction assigned to multiple workloads simultaneously
Currently two same interactions will ever be assigned to different workload requests - which makes cross analysis/deep dives not possible. It also limits the sample size (workloads overlapping).8 votes
Ability to edit Participation list for Calibration
Participation lists for Calibrations have been implemented (yay!) but they cannot be edited or deleted after creation. We need this to be added ASAP2 votes
"Connect" questions from different scorecards for a combined reporting
We have several scorecards for different channels, but some statements are the same across all scorecards (e.g. "Was the agent friendly?"). We are currently combing all data into an big excel sheet to get an overall picture because that's not possible in Playvox. We would have to select each scorecard separately and look at different results.
It's possible for us with Insights as well, but we would really like a similar "out-of-the-box" feature.3 votesAcknowleged · 0 comments · Reports · Admin →
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 votesAcknowleged · 1 comment · Reports · Admin →
Remove inactive agents from workload
If the agents are deactivated after the workload runs, the assigned evaluations for the agent still remains in QAs queue. However, QAs cannot evaluate the agent because the agent is inactive.12 votes
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.13 votesAcknowleged · 0 comments · Disputes · Admin →
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
Possibility to check the same mistakes the agents make inside the evaluation and deduct more points.1 vote
Easier Date Selector
Allowing for easier date selection when you are toggling back months or even years to be able to quickly select the month and year vs having to toggle dozens of months forwards or backwards.1 vote0 comments · Filters · Admin →
2 votes0 comments · Reports · Admin →
Turn Disputes on by Platform
Ability to turn Quality Disputes on or off by scorecard, not by role.1 vote
Seconds in interactions
There is no second's information in the time stamp of the texts communicated in FreshChat and Salesforce discussions. By this, The quality team will not be able to obtain accurate results when analyzing criteria like active listening and holding time. If at all possible, the information from the second's conversation should be added to both platforms.1 vote
Create Dynamic Custom Date Filter
Have the ability to create a Custom Date Filter to be based on a dynamic field vs tied to a calendar date.
Example: 4 Weeks Ago
So it always views what is 4 weeks ago from today instead of selecting it on the calendar1 vote
Dispute Filter: Expired
Add "Expired" status in the Dispute Status Filer.1 vote
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