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  1. We think the new insights are helpful and love the new graphics, tables, and figures we get out of this new set up on the Reporting tab in Playvox.

    We have noticed that it is missing some of the basic insights like:
    • Seeing the individual evaluations rather than just the amount of evaluations and being able to click on them to open up and review them.
    • Being able to select more than one Agent, Team, and Scorecards

    We also noticed that our Team Lead role doesn't have access to the Scorecard report option. I couldn't see anything under…

    4 votes

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    0 comments  ·  Reports  ·  Admin →
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  2. There needs to be an option to hide/omit the evaluation results colors on questions and sections, hide/omit the evaluation section percentage score, hide/omit the question answer number score. See attached screenshot for the items referenced.

    The colors, section percentage score, question number score are distracting and confusing to the end users.

    The staff person receiving the results fails to look at the actual rating focusing instead on the colors, percentage or the numbers which can be misleading. If you aren't using a binary answer option then you have the high possibility of running into this situation.

    Our business use case…

    3 votes

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    Acknowleged  ·  2 comments  ·  Evaluations  ·  Admin →
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  3. We need to be able to evaluate agents, and hide only some evaluations from theor view (to be able to select which evaluations to make visible for agents and which not). Therefore, if they check their profile, they wont be able to see the evaluations that we don´t want to. For example: we want to do audits with investigation purpose, but we don´t want to give visibility to the agents so these audits wont have any impact on them.

    I know we have the option when doing an evaluation to mark if we want to send the notification to agent…

    5 votes

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    Acknowleged  ·  1 comment  ·  Evaluations  ·  Admin →
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  4. As the QA manager, I want to share the outcome of accepted disputes with the analyst whose evaluation was disputed so that the analyst can receive information that will enable him/her to improve his/her personal evaluation process.

    The method by which the results are shared could be:
    - An email
    - A coaching session that is triggered by an automatically accepted dispute
    - A coaching session associated with the dispute that is created manually

    If you see this idea and feel an affinity with it, please leave in the comments how you would like to share the dispute results with…

    3 votes

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    Acknowleged  ·  0 comments  ·  Disputes  ·  Admin →
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  5. It would be great to add a second confirmation button that must be acknowledged/clicked before any calibration is officially submitted, rather than just clicking "Send Evaluation" and it is sent right away.

    1 vote

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    1 comment  ·  Calibrations  ·  Admin →
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  6. I'd like to select multiple agents in the new agent report and multiple teams in the team report.
    I'd like to compare the selected items whenever I need to.

    2 votes

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    0 comments  ·  Reports  ·  Admin →
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  7. Reviews functions under Quality (Review the reviewer/analyst):
    1. No edit option and no draft option: It would be better we can save the Review as a draft to work later. Also, edit option, similar to Evaluations, is helpful in case we need to adjust something on the Reviews after submitting.
    3. When composing reviews, there is no option to edit font, highlight, add links, ... even it doesn't have any paragraph break, the review looks messy/untidy. It would be better to have similar format as Evaluations for better organizing and following up.

    1 vote

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    Prioritized  ·  2 comments  ·  Settings  ·  Admin →
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  8. In the overview report, I'd like to see all agents across all teams and their main KPIs.
    Also, I'd like to export this information, not just from the agents displayed in the graph but the entire list.

    1 vote

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    0 comments  ·  Reports  ·  Admin →
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  9. We would like to have the option to include custom fields when creating a Calibration (For example, including a textbox where we can include the Week number to easily filter those calibration sessions), and then they can be displayed on the Calibration details (under summary).

    1 vote

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    0 comments  ·  Calibrations  ·  Admin →
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  10. I want to suggest to add a call to action button in the notification sent out for an evaluated case when there is an urgent rectification required in the case that was evaluated.

    Majority of the times when we observe an error, based on the nature of the error we need to suggest to the specialist that they must revisit the case and make the correction based on the feedback.
    However, presently there is no way a specialist/supervisor can distinguish between feedbacks unless the analyst sends a separate notification for that on another platform.

    Some kind of identifier in the…

    1 vote

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    0 comments  ·  Evaluations  ·  Admin →
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  11. Have a N/A option in the dispute validity in addition to accept and reject. This option should apply when the dispute had to be nullified since it was a gray area and the dispute wasn't valid for either of the stakeholders involved.

    1 vote

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    Acknowleged  ·  0 comments  ·  Disputes  ·  Admin →
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  12. I know beta reports are being developed and worked on now, but there needs to be the ability for me as an admin to create analyst and other reports customized for metrics displayed for the analyst(s) selected. And then I need to be able to share or send these reports to selected analysts to have it displayed on their dashboards.

    Dashboards needs to be customizable as well for the layout and to remove reports that have no value to that person.

    2 votes

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    0 comments  ·  Reports  ·  Admin →
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  13. Allow to filter via satisfaction data from Zendesk. We need this as we report based on satisfaction date for cSAT performance. Currently, we're only able to filter using created date, solved at or updated at date.

    1 vote

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    Acknowleged  ·  0 comments  ·  Filters  ·  Admin →
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  14. Add a filter option to report the use case by ticket case reason with its rating to determine the top ones with opportunities.

    1 vote

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  15. Once an evaluation is complete, in order for another person to view the evaluation they need to look for it, it would be handy to have a share button so it can be shared.

    For example Specialist and Supervisor receive the evaluation. The specialist is being coached by someone else, or a manager wants to look at the specialist's review. Instead of the coach or manager having to look for the review, the supervisor can click share in the evaluation and choose someone else to send it to.

    1 vote

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    0 comments  ·  Evaluations  ·  Admin →
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  16. 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.

    6 votes

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    Acknowleged  ·  0 comments  ·  Scorecards  ·  Admin →
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  17. I couldn't help but notice that any answered questions that don't have associated point values (we do this for tracking purposes) will end up skewing the report. It shows up as occurrences in the agent's coaching opportunities when they were answered. In this category, we just want to track if the agent offered the correct value of refund/credit or if they over-refunded or under-refunded (or N/A). We leave the question as a 0 point value since we already capture the adherence to the SOP in their Issue Resolution question. Thanks!

    1 vote

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    Acknowleged  ·  0 comments  ·  Reports  ·  Admin →
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  18. Hoping to add a function within evaluations to toggle an audit to be "un-scored". Essentially, the audit evaluation would still be completed and contain feedback for a specialist to understand how they can improve their QA score but it would not factor into their overall score report.

    1 vote

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    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
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  19. Add skipping option to "Evaluate the Analyst" workloads. Different use-cases where we would like to not include them in the workload.

    1 vote

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    Acknowleged  ·  0 comments  ·  Workloads  ·  Admin →
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  20. Provide reports on fulfillment levels of workloads, be it workloads for (a) evaluating the analysts or (b) evaluating the agent.

    1 vote

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    Acknowleged  ·  0 comments  ·  Reports  ·  Admin →
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