57 results found
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Improve workloads % distribution logic (evaluations count per analyst)
Even though every Quality Specialist has a specific distribution rate (%), same analysts have less tickets assigned than others, week after week. Ideally, Playvox would keep an eye on the overall distribution over the time of each workload to ensure that each analyst receives roughly the same amount of tickets to evaluate.
1 vote -
Notify Analyst when standalone interaction is already assigned in Workloads
When an Analyst enters an interaction ID into a Standalone workload, they should get a visual notification if that interaction is already assigned, evaluated, or calibrated so that they don't unintentionally double up on scoring and interfere with agent's QA averages.
1 vote -
Delete or archive Workloads Skipping Categories
We created a few Skipping Categories that were relevant at the time but no longer have any use case. It would be helpful to either delete or archive these categories so the dropdown list of all selectable items becomes short and "clean" again.
1 vote -
Delete workloads
Want to delete workloads that not needed anymore (or have like a trash button) https://flmst.net/s/2ZHqMarjHdPFXmR/preview
Without assignments deleted immediately. They are annoying.
2 votes -
Allow tickets to sync from Zendesk in Standalone workloads
When using a Standalone workload, the ticket ID input doesn't pull up the interaction in Playvox so analysts can't use the full scoring features, like highlighting text. This results in longer evaluation time and less specific feedback
1 vote -
Ability to set the days of the week (ex. M - F) when workloads will run
Currently, workloads that are scheduled to run daily will run everyday. We do not have the ability to restrict workloads from running on certain days. If, for example, all of our QAs are off on weekends, we want to be able for the workload to not run on Saturday or Sunday.
4 votes -
Substitutions for Multiple Analysts
Redistribute evaluations across multiple analysts (Team Leaders etc.) for both the substitutions (on PTO) & the re-assignments
19 votes -
Workload Open Queue
Currently, Workloads assign a static list of evaluations per analyst. This is not an efficient workflow for larger teams.
A setting which ran workloads without analysts assignments would be helpful. The workload would run with the typical date, frequency and filter settings, but instead of assigning lists for each analyst, the user would add their analysts and allow them to work from an open 'bucket' of interactions.
Analysts would take ownership of an interaction by completing the evaluation and it would be removed from the open queue of interactions.
Users would be able to see which analysts completed evaluations and…
14 votes -
Evaluations increase or decrease based on QA score
The client would like to have automated workloads. The number of evaluations increases when the agent's overall QA score is low and the number of evaluations decrease when the agent's overall QA score is high.
9 votes -
Add display of agents who are expected to have interactions assigned, but no available interactions were found
When workloads are assigned to specific agents within a team, but not the entire team, it's difficult to figure out which agents don't have interactions available, but are supposed to.
In the image of agent assignments, the first two 0/0 are on the team, but were never added to interaction assignments in the workload configuration. An agent who was added to assignments and should have 4/4 but has 0, will also show as 0/0. Adding a clear distinction of who is missing interactions will make it much easier to follow up.
2 votes -
Workloads - End date
That the workload stops completely, when the end date is reached. Although no more interactions are assigned, currently the status of the workload is still "Live" and analysts can enter that workload and complete the evaluations, the idea is that the workload will stop completely when an end date is set.
3 votes -
Manual agent assignment in workloads
It would be very helpful to have the option of assigning specific agents for evaluation to specific analysts. Reason: some analysts may not be fully capable of evaluating specific agents due to language barriers, etc... YES, one could technically make a separate workload for that language, but there are other instances in which this could be useful, especially if agents can be reassigned MID-WORKLOAD period (an analyst is away on vacation or is ill, etc...).
10 votes -
% (PERCENT) OF EVALUATIONS PER TEAM MEMBER
Assign not the # but percent of evaluations, like 5% per previous week
1 vote -
Workload export functionality
Currently we can see the completion of all workloads within Playvox, but only up until "Last quarter" - we want to track this data for a whole year if possible to evaluate the yearly performance of an analyst (did they complete all workloads in time, etc.).
Currently this is only possible using API data, so an Export functionality would be a lot simpler to implement. Or maybe allow a custom date range for Workload filters.
2 votes -
Workload connected to multiple filters
We need to discover how choosing more than one filter will work with the sampling
Workloads : Multiple Filters.Assign multiple filters to a Workload to capture omni-channel tickets. (Chat, email, phone). Current work around is to create a workload for each channel. Not scallable. Also, some of our agents work on calls, chats and email. By creating 3 workload, we evaluate some of them more than the scheduled evaluations number to reach.
Assign multiple filters to a Workload to capture omni-channel tickets. (Chat, email, phone). Current work around is to create a workload for each channel. Not scallable.
Two parts.…
23 votes -
Ability to delete assigned workload
Need ability to delete an individual assigned workload, not just the entire workload. We can the, delete workloads with incorrect sampling, update the workload and then rerun the workload.
1 vote -
Ability to use decimals in a workload for QA assignment
We need the ability to use decimals when dividing the estimated volume to QAs in a workload. I.e. Currently, if you have 5,000 interactions estimated to be divided among 100 QAs the difference between the allocation of 1% (50 interactions) and 2% (100 interactions) is not providing a fair distribution.
5 votes -
See the drafted version of the evaluation they started earlier on the actual workload
Whenever the analyst is completing a workload, the client would like to see the drafted version of the evaluation they started earlier on the actual workload without needing to go to the "draft" tab. Also, to avoid confusion the client would want to have only one draft per ticket/ evaluation and not multiple for every time he saves that same evaluation as a draft.
5 votes -
Allow more than 1000 interactions when sampling by quantity
"Create the Total Sampling Using: Quantity" sampling does not allow a number bigger than 1000
3 votes -
Ability to snooze workload for QAs
Ability to snooze assignments or set as 0% so the QA doesn't have to be removed from the workload if they are OOO.
1 vote
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