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  1. 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

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  2. This will give us better control on the scorecards as sometimes we want to use scorecards for a coaching piece rather than quality feedback therefore we wouldn't want disputes to be active

    1 vote

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  3. We use an external analytics tool in order to do all deeper dives into advisor and scorecard developments, etc... The problem we currently face: we evaluate some advisors in ENGLISH, others in GERMAN - thus, we use two different scorecards, meaning we have to merge the results of BOTH SCORECARDS in order to get a full picture of what is happening.

    It would be AMAZING if Playvox gave one the option to create a PARENT Scorecard with CHILD Scorecards for translations into different languages - meaning regardless of which language I am evaluating in, ALL results are merged for export…

    1 vote

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  4. For the NA answers on the scorecards, make an option to either make it a 0, or the same score as the YES answer. So many teams want the second option and that means you have to manually enter the NA with the same points as YES.

    1 vote

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  5. We would like scorecards to have the option of a second checker but only IF a certain outcome is achieved.
    e.g. if the quality score is below standard, it should go to a second checker

    1 vote

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  6. Enable the option to edit multiple scorecards by create always a new tab when clicking the edit button

    1 vote

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  7. 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.

    4 votes

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  8. In order to be able to get more information from the evaluations report, it would be great to add the specific 'vertical' and 'contact reason' of the ticket that's being evaluated, on the scorecard information (same place where we see the agents name, the TL, interaction number, etc.)

    2 votes

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  9. So that we can choose to make the comment mandatory on certain questions when marking an error. If not possible to do it for just certain questions, it would still help to be able to enable this for all questions when marking an error.

    2 votes

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  10. When setting permissions for scorecards it's not possible to allow someone to view and not edit. For certain roles ideally, it would be good to allow viewing but be unable to create or edit existing scorecards.

    2 votes

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  11. Like an Agent Scorecard, please allow a "fail all" type for questions on a Review Scorecard.

    1 vote

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  12. Having the option to add a section to the scorecard that can be hidden from the agent and does not affect the agent Quality score. Purpose of the section would be to collect business intelligence information from the interactions evaluated, like customer feedback about the product or service, procedures that make support difficult or increase customer effort. Together with CSAT surveys this will give extremely valuable insight into the business.

    2 votes

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  13. If would be great if we could add a link to the previous evaluation or a tile where we can find a shortcut to the evaluation's reports.

    1 vote

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  14. 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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  15. If we archive scorecards, then Playvox doesn't allow Calibrations / ATA to be completed for evaluations completed using the archived scorecard. This means when we revamp scorecards, QAs will see both old and new scorecards when creating an evaluation. To only show one, we have to create a complete separate team.

    3 votes

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  16. Would it be possible to include a spell/grammar check functionality?

    Most QA scorecards have a section for grammar, formatting, punctuation, etc. In the current version of Playvox, there is no spell/grammar check functionality. Furthermore, you are UNABLE to copy the text from the corecard as that click function is to highlight only (unable to copy). The workaround is to leave the tool, go to the original ticket, and then copy/paste the text in a word doc.

    3 votes

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  17. Tool tip functionality in the Scorecard: this can be set up in other Scorecards, but the tooltip icon (“?”) doesn’t appear in the Review scorecard.

    1 vote

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  18. It'd be great if we can schedule when a new scorecard will be published and the previous version archived. This can help us to avoid having multiple excel files in a work week when exporting the data.

    1 vote

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  19. Evaluations Reviews:

    There's no option for the Analyst to comment on and dispute a review.

    Drafts are created once the review scorecard is initiated and has no option to save.

    In the instance of toggling between the actual playvox evaluation (selecting “view evaluation details”) and review evaluation. It does not save the information inserted and you will have to start from scratch.

    After sending the reviewed evaluation, there's no option to make an edit.

    4 votes

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  20. Need to add shortcuts to the system to the feedback section.

    Like I have a list of comments and now I am coppasting them from the doc, and what to add there https://flmst.net/s/aKxZaHrT3txcAnk/preview
    https://flmst.net/s/fCrM4GB7kjgEBMp/preview

    In check box there is opportunity to add only 22 symbols (or smth like that)

    1 vote

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