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  1. 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.

    10 votes

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    Acknowleged  ·  0 comments  ·  Disputes  ·  Flag idea as inappropriate…  ·  Admin →

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  2. 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?

    9 votes

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

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  3. 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.

    14 votes

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

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  4. 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.

    15 votes

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  5. We run weekly calibrations with multiple teams of auditors (sometimes up to 28 people)
    Manually adding each participant every week is very time consuming. Is there anyway we could create a calibration group with a set list of participants that we can create a new cali-b for, or an easy way to add participants as I've tested copying and pasting in names as a list and that doesn't work, I have to add them one by one.
    As we calibrate with the same groups of people week in and week out, this would be a valuable tool for us across…

    7 votes

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    Under Review  ·  1 comment  ·  Calibrations  ·  Flag idea as inappropriate…  ·  Admin →

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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.

    8 votes

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  7. Reports per team should allow drilling down into the actual evaluations, as this is set for Reports per agent. In order to look at the actual evaluations filtered by team trends, we have to export the raw data.

    3 votes

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  8. Currently, Workloads assign a static list of evaluations per analyst. This is not an efficient workflow for larger teams.

    A setting which ran workloads without analysts assignments would be helpful. The workload would run with the typical date, frequency and filter settings, but instead of assigning lists for each analyst, the user would add their analysts and allow them to work from an open 'bucket' of interactions.

    Analysts would take ownership of an interaction by completing the evaluation and it would be removed from the open queue of interactions.

    Users would be able to see which analysts completed evaluations and…

    10 votes

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    Acknowleged  ·  2 comments  ·  Workloads  ·  Flag idea as inappropriate…  ·  Admin →

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  9. 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.

    12 votes

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

    11 votes

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  11. 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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  12. It would be very helpful to have the option of assigning specific agents for evaluation to specific analysts. Reason: some analysts may not be fully capable of evaluating specific agents due to language barriers, etc... YES, one could technically make a separate workload for that language, but there are other instances in which this could be useful, especially if agents can be reassigned MID-WORKLOAD period (an analyst is away on vacation or is ill, etc...).

    8 votes

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  13. The client wants to be able to change the time on the workload for an earlier one.

    5 votes

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  14. Currently calibrations results form part of our auditors KPI's. Being able to see how everyone else is performing in calibrations is causing problems and could mean we are unable to continue to move from our calibrations from our current platform, and into Playvox.
    Please can there be the ability within roles management to set what any role can view eg: own, team, all. Thank you.

    3 votes

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  15. The client would like to have automated workloads. The number of evaluations increases when the agent's overall QA score is low and the number of evaluations decrease when the agent's overall QA score is high.

    6 votes

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  16. 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%

    6 votes

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

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  17. Ability to archive workloads vs deleting to have the historical data from them and also to reactivate them if needed in the future

    5 votes

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  18. We would like to be able to change the expert, or assign a pool of Experts to our calibrations.
    We have a team of Quality Team Leaders, who run the same calibration with their individual teams each week on the same customer contact. They then come together and determine the final expert score between them, and due to holiday/sickness etc it would be great for a pool of users to be able to either be an expect on any calibration, or to be able to assign several users as an expert on a calibration.

    3 votes

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  19. Add a Date Filter Field in Filters to allow pulling up interactions based on e-mail sent date. Currently, this is not possible and creates problems pulling interactions from SalesForce as the available Date Filter Fields are not based on email dates.

    2 votes

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  20. 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…

    11 votes

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