45 results found
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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 -
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…
1 vote -
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…1 vote -
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scoring, it would be nice to have an option to archive whole CF or a selection of the CF if the information is outdated.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 -
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 -
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 -
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 checker1 vote -
Edit Multiple Scorecards
Enable the option to edit multiple scorecards by create always a new tab when clicking the edit button
1 vote -
Additional tile for previous week's evaluation to show next to the 'tickets', 'comments' and 'metrics' tab
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 -
Add feedback options to scale question type
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 -
Scheduled Scorecards Publishing
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 -
Shortcuts
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/previewIn check box there is opportunity to add only 22 symbols (or smth like that)
1 vote -
Reviews Scorecards: Add tool tip ("?") functionality
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 -
Having a new variant for "fail all".
Having a new variant for "fail all". This new option would show the QA score for the agents but still indicate that the evaluation is not approved. example: The agent fails because a critical mistake was made and the evaluation is not approved. It shows that the agent scored 0/60 points but they still get a QA score to indicate how they are doing overall.
We believe this would be a benefit for agents as it gives them something to measure their performance against, even if there has been a critical error.
1 vote -
Ability to create scorecard templates
Scorecard templates are currently restricted to those provided by Playvox. Need ability to create custom templates. Yes, we can create a "template" scorecard and clone it but it is not a pleasant user experience.
1 vote -
Review Screenshot
Ability to add/upload screenshots on review scorecards. Currently this is not an option
1 vote -
Scorecard Categories & manual rearranging
It would be great if we could create Scorecard Categories!
Example - we have English, Spanish, German versions of the same scorecard - in order to keep things nice and clean, it would be great if we could create "categories" or sections for each language or type of scorecard, etc...
This way, you have all EN scorecards in one section, all SP in another, all DE in yet another, etc.
Similarly, it would be vital for us to be able to manually rearrange the appearance order of our scorecards.
1 vote -
Options in prefilled answers
Is it possible to change the default prefilled scorecard answers? Instead of Positive answers, can we have option where we will be the one to choose? We are working on scaling type of evaluation where there are Exceeding, Meeting and Below Expectations type of rating. We wanted to have the prefilled answers directed to Meeting Expectations instead of Exceeding expectations.
1 vote
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