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  1. 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

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    Under Review  ·  3 comments  ·  Workloads  ·  Admin →
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  2. 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

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    Acknowleged  ·  0 comments  ·  Workloads  ·  Admin →
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  3. 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…

    14 votes

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    Planned  ·  4 comments  ·  Calibrations  ·  Admin →
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  4. 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 votes

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    Acknowleged  ·  0 comments  ·  Disputes  ·  Admin →
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  5. 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.

    9 votes

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    Acknowleged  ·  2 comments  ·  Workloads  ·  Admin →
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  6. Unlock the toolbar also for the comment fields at individual questions of the scorecard. The toolbar in the summary is really cool. The functions would also be handy in the individual comments to make them more organized. We give most of our feedback on question level and would therefore benefit a lot from the toolbar.

    3 votes

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    Acknowleged  ·  1 comment  ·  Scorecards  ·  Admin →
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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.

    6 votes

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    Acknowleged  ·  0 comments  ·  Reports  ·  Admin →
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  8. The current view shows N/A as part of the calculation. Would be great to have a button to exclude 'Not applicable' if needed so that the % of occurrence would show only the % from when the question was applicable.

    2 votes

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    Acknowleged  ·  0 comments  ·  Reports  ·  Admin →
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  9. 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.

    11 votes

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    Acknowleged  ·  0 comments  ·  Workloads  ·  Admin →
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  10. The user can set the percentage that triggers the coaching session recommendation

    Options to trigger the coaching recomendation:

    Question or section score
    critical fail

    2 votes

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    Acknowleged  ·  0 comments  ·  Automations  ·  Admin →
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  11. Ability to add an internal note to evaluations that are scheduled vs. completed

    2 votes

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    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
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  12. Have the ability to archive the evaluations that were not signed by the agents, since they are no longer part of Playvox. (deleting evaluations would not be an option since they want to have the record of them).

    5 votes

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    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
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  13. We use feedback options as "tags" to create more reporting insights. Currently this option is only available if we go with a "Points" based question type. This can be setup with Points, but a slider or scale option has a nicer look and keeps the scorecard more condensed (it takes several seconds to scroll a scorecard with several points answers and feedback options).

    1 vote

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    0 comments  ·  Scorecards  ·  Admin →
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  14. The ability to export Quality Agent Results. Go to Reports > Agent tab > View Reports > View Details. Currently, it's not possible to export this summary. We report on score per section per agent, and having the ability to export this would help with reporting needs.

    1 vote

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    0 comments  ·  Reports  ·  Admin →
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  15. There is an inconsistency in the naming of fields in the Evaluator review reporting. Specifically, there is a discrepancy between the field names in the Playvox review tab and the header names in the Export report. For instance, the field called "Reviewer" in the Playvox report is referred to as "Analyst" in the export report. Another example is the field called "Analyst" in the Playvox report is named "Reviewed_by" in the export report. This lack of clarity can easily result in reporting mistakes.

    1 vote

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    0 comments  ·  Reports  ·  Admin →
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  16. Upon submitting an evaluation review, there should be the capability to make edits to it. Currently, if an error is noticed after submitting the review, the only option is to delete it and resubmit a corrected version. However, this results in the original review having already been transmitted through our API call, and when the corrected review is resubmitted, as it has a new ID, this causes both the original and corrected reviews to be stored in our database, leading to inaccurate data.

    Additionally, there should be the ability for our evaluators to challenge evaluation reviews, similar to how agents…

    1 vote

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    0 comments  ·  Evaluations  ·  Admin →
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  17. Currently, when exporting Evaluate the analyst reviews, there are very limited filter options. The biggest pain point is that there is no date range filter, so every export contains ALL completed reviews to date, which is far from ideal as it is not efficient and leads to additional manual work to isolate the required date range. I would like to recommend the addition of a date range filter and another filter for the Reviewer so that we can track and trend Reviewer productivity and scoring trends.

    1 vote

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    0 comments  ·  Filters  ·  Admin →
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  18. Want to delete workloads that not needed anymore (or have like a trash button) https://flmst.net/s/2ZHqMarjHdPFXmR/preview

    Without assignments deleted immediately. They are annoying.

    1 vote

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    Acknowleged  ·  1 comment  ·  Workloads  ·  Admin →
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  19. 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…

    13 votes

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    Acknowleged  ·  2 comments  ·  Workloads  ·  Admin →
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  20. The exported file should include any highlights and the comments that were attached.

    1 vote

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    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
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