46 results found
-
Feedback options with points
Playvox currently offers various ways to collect feedback—such as “Points”-based questions but it does not allow certain feedback items to automatically deduct weighted points from the final score. . This feature would enhance the accuracy and actionability of quality reports by reflecting the relative impact of each type of incident
We recommend incorporating weighted feedback options within each question:
This allows each feedback option to be assigned a negative weight (for example, –1, –2, –5).
Automatically subtracts that value from the total points awarded on each question
1 vote -
Feedback options with points
Playvox currently offers various ways to collect feedback—such as “Points”-based questions but it does not allow certain feedback items to automatically deduct weighted points from the final score. . This feature would enhance the accuracy and actionability of quality reports by reflecting the relative impact of each type of incident
We recommend incorporating weighted feedback options within each question:
This allows each feedback option to be assigned a negative weight (for example, –1, –2, –5).
Automatically subtracts that value from the total points awarded on each question
1 vote -
Flexible scoring mechanism
Hi Team,
This request is related to the scoring mechanism. In our practice, we use a corresponding rating for a range of scores in our current scorecard, and we would like to have Playvox QM detect the rating according to the total points a particular evaluation gets.
Here we have attached a screenshot showing how the scoring works for us.
Thanks, please let us know if it makes sense and if you need more clarification.
2 votes -
Ability to remove the 'Feedback Section' comment box
We would like to be able to remove the Feedback section comments box, highlighted in red in the image attached, from the scorecard. (NOT the Question comment box, highlighted in green)
1 vote -
''Set N/A Answer'' as ''action'' to Rules
Currently, you can only select ''Fail Section'', ''Fail All,'' and ''Notify'' options as ''Actions'' if a rule is met in Scorecards. Adding ''Set N/A Answer'' would be a neat addition because some criteria makes others redundant in certain scorecards. This would be great for efficiency.
3 votes -
Auto update of a scorecard through all of the sites
Currently if we do have an update (new process, new carrier) we have two options how to edit the scorecard:
- archive all existing ones make change in one and then clone it and publish it - as a followup we also need to map new scorecard in all of the performance campaigns
- edit each site scorecard one by one (then we can skip archiving/cloning/publishing/performance campaign mapping parts)Both of the options are time consuming (we have several changes a month) and prone to an error. An option to have one main scorecard that would be mirrored to the…
2 votes -
feedback options to minus points
We are aiming to have one scorecard for all of the areas, when it comes to mistake same action might have one or several mistakes.
The most efficient way on maintaining the scorecard would be to have an option to give e.g. the score to the question - 30 pts, and minus (never below 0) the points that are added next to the feedback options.
With such set up we don't need to create many different questions that might not be relevant to all of the evaluations. This setup would also show the severity of the mistake, it's easier to…2 votes -
Optional comment section under each feedback option
currently we have 1 comment section under the question. However in many cases we add 1 or more feedback options if the question is failed (in order to have few layers of the issue). Now team needs to put comment in one field and notify to which feedback section it refers. It would save some time and add more clarity if we could have additional comment sections (optional) under each feedback option, e.g. in the att
1 vote -
Confirm changes before save when editing a scorecard
It would be great if when editing a scorecard all the changes were not saved automatically, but there was a Save button to confirm them first.
This way, if you add something accidentally, you will not have to create a new Scorecard to fix the problem.1 vote -
Option for stand alone reviews
Create a standalone review which is not tied to one specific evaluation.
A review is tied to an individual evaluation at the moment. We want to use the review scorecard to combine the results of multiple evaluated transactions or calibrations.
This way, we can use the review to summarize the analysts' performance in one official document, which makes it easier to understand patterns and set focus points.
We already plan to start doing this, with linking the individual calibrations within the review via custom fields. However, the review being linked to one specific evaluation can be confusing for the analyst…
3 votes -
Ability to archive custom field or a selection in it
In some cases we no longer need specific custom field or an option in it.
as it has no affect to the scorecard scoring, it would be nice to have an option to archive whole CF or a selection of the CF if the information is outdated.
now if we need to do such change we need to archive scorecard in all pages + launch a new one. It's rather time consuming task to perform for a minor change1 vote -
Interactiond ID displayed in scorecards
When performing a quality evaluation in Playvox, an alphanumeric Interactions ID is generated in scorecards. This deviation from the uniformity of Salesforce Case Numbers complicates the process of identifying the corresponding case in Salesforce. The use of the Case Number as a distinct identifier, prominently featured in all quality evaluation scorecards, is suggested to streamline and enhance the efficiency of the process. Can we expect to have this change implemented quickly?
For reference, I can give you the ticket I have with the Playvox team - #282101 vote -
Edit scorecards post publishing
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.
4 votes -
No Future dates on Date fields
We'd love to add an option on the scorecards to prevent QA Analysts from entering dates set in the future. This causes some discrepancies in their data.
2 votes -
Scorecards: reports for tags
Scorecards: PlayVox currently offers the option of creating tags within a criterion, but does not generate a report on them, we understand that if there is information in a scorecard criterion it is relevant and that is why we insert it, therefore it could have synthetic this in some scorecard report.
1 vote -
Scorecards: lack of option to attach images to criteria comments.
Scorecards: lack of option to attach images to criteria comments.
1 vote -
NA Option with Points
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.
2 votes -
Secondary Assessor by outcome
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 checker2 votes -
Scorecard Language Selection
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 -
Fail All for Review
Like an Agent Scorecard, please allow a "fail all" type for questions on a Review Scorecard.
3 votes
- Don't see your idea?