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  1. 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.

    5 votes

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  2. 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.

    2 votes

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  3. 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…

    1 vote

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  4. 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…

    1 vote

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  5. 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

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  6. 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 change

    1 vote

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  7. 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 - #28210

    1 vote

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  8. 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

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  9. 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

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  10. Scorecards: lack of option to attach images to criteria comments.

    1 vote

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  11. 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.

    3 votes

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  12. 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

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  13. 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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  14. 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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  15. Enable the option to edit multiple scorecards by create always a new tab when clicking the edit button

    1 vote

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  16. 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.)

    3 votes

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

    2 votes

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  18. 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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  19. 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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  20. 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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