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Improvements to our Quality product

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52 results found

  1. Improve Usability of Quality Reporting Feature

    Currently, when navigating to Quality > Reports > Quality Overview > Evaluations Performance widget, there’s no option to see the percentage of evaluations signed.

    Having the signed percentage displayed alongside Agents evaluated and Evaluations completed would provide a clearer and more actionable view of the data, especially when analyzing trends or comparing across teams.

    It is possible to see the percentage of evaluations signed when hovering over the graph on the Performance over time widget. But it's only possible to see this at a weekly interval, without the option to change this to another timeframe, regardless of the date filters…

    1 vote
    0 comments  ·  Reports  ·  Admin →
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    Acknowleged  ·  AdminKarina Ceron V (Product manager, Playvox) responded

    Hi there!

    Thank you for sharing your idea with us! 

    We will thoroughly evaluate it, and if it gains traction, it could greatly impact our roadmap.

    We appreciate your contribution to our community.

    Karina from Product

  2. New Report Tab update missing some of the basics

    We think the new insights are helpful and love the new graphics, tables, and figures we get out of this new set up on the Reporting tab in Playvox.

    We have noticed that it is missing some of the basic insights like:
    • Seeing the individual evaluations rather than just the amount of evaluations and being able to click on them to open up and review them.
    • Being able to select more than one Agent, Team, and Scorecards

    We also noticed that our Team Lead role doesn't have access to the Scorecard report option. I couldn't see anything under…

    7 votes
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  3. Contact Reason Reporting

    I would like to create the option to filter by contact reason or interaction description. Either that or have the option to export the metadata that we bring in from Salesforce before we complete the evaluation. For example, when we bring in an interaction from Salesforce, we're able to see the tags that were used for an interaction but when we start the evaluation and export that evaluation, it only shows us the data from the evaluation itself. We have a "Tags" field when sourcing the ticket that includes multiple pieces of information that could be useful to filter by…

    1 vote
    0 comments  ·  Reports  ·  Admin →
    How important is this to you?
    Acknowleged  ·  AdminKarina Ceron V (Product manager, Playvox) responded

    Hi there!

    Thank you for sharing your idea with us! 

    We will thoroughly evaluate it, and if it gains traction, it could greatly impact our roadmap.

    We appreciate your contribution to our community.

    Karina from Product

  4. Select multiple angents in the agent report and multiple teams in the team report

    I'd like to select multiple agents in the new agent report and multiple teams in the team report.
    I'd like to compare the selected items whenever I need to.

    3 votes
    Acknowleged  ·  0 comments  ·  Reports  ·  Admin →
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  5. Hierarchy - Multi-Site Functionality - the amalgamation of multiple instances into one.

    The addition of an additional permission tier that will allow the amalgamation of multiple instances into one. This will allow reporting at an enterprise level, as we do not utilize any of the current reporting because it is site/instance-specific.

    Brief specifications on how we would like the multi-site functionality to work -

    Permission Tier:
    Sits above the current "Team" level, consolidating multiple Teams.
    Users with Group-level access can manage and compare data across all Teams within the Group.

    Consolidated Reporting:
    Enables reporting across different instances/sites, allowing enterprise-level analytics.
    Group-level users can generate reports that compare performance across Teams and instances.

    …

    2 votes
    0 comments  ·  Reports  ·  Admin →
    How important is this to you?
    Acknowleged  ·  AdminKarina Ceron V (Product manager, Playvox) responded

    Hi there!

    Thank you for sharing your idea with us! 

    We will thoroughly evaluate it, and if it gains traction, it could greatly impact our roadmap.

    We appreciate your contribution to our community.

    Karina from Product

  6. I'd like to see all agents accross all teams and their performancea in the Overview Report

    In the overview report, I'd like to see all agents across all teams and their main KPIs.
    Also, I'd like to export this information, not just from the agents displayed in the graph but the entire list.

    2 votes
    Acknowleged  ·  0 comments  ·  Reports  ·  Admin →
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  7. Unlock the permission for the custom fields to be available for other roles and all reports

    Hi Team,

    Can you add filters for the custom fields from our scorecards(Channel, Language, Issue Type, Primary Issue, Rating, Query type, RCA) to the Section, Question, Analyst, Team, Agent reports, and Quality overview reports?

    We have that available on the 'Scorecard reports', but this is not available to everyone except for admin and super admins users.

    Basically, We need the reports to be very flexible for everyone who is using it.
    Use case:
    We are able to see the performance per custom field, and compare performance across different channels, languages, issue types, and primary issues, etc. in one go, without…

    1 vote
    0 comments  ·  Reports  ·  Admin →
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  8. Quality Reviews : need to be able to create custom analyst reports and share to user dashboards

    I know beta reports are being developed and worked on now, but there needs to be the ability for me as an admin to create analyst and other reports customized for metrics displayed for the analyst(s) selected. And then I need to be able to share or send these reports to selected analysts to have it displayed on their dashboards.

    Dashboards needs to be customizable as well for the layout and to remove reports that have no value to that person.

    2 votes
    Acknowleged  ·  0 comments  ·  Reports  ·  Admin →
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  9. New Reports Page

    Add a filter option to report the use case by ticket case reason with its rating to determine the top ones with opportunities.

    1 vote
    Acknowleged  ·  0 comments  ·  Reports  ·  Admin →
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  10. Non-scored questions in audits impact reports

    I couldn't help but notice that any answered questions that don't have associated point values (we do this for tracking purposes) will end up skewing the report. It shows up as occurrences in the agent's coaching opportunities when they were answered. In this category, we just want to track if the agent offered the correct value of refund/credit or if they over-refunded or under-refunded (or N/A). We leave the question as a 0 point value since we already capture the adherence to the SOP in their Issue Resolution question. Thanks!

    1 vote
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  11. Workload fulfillment report (Evaluating the analyst & Evaluating the agent)

    Provide reports on fulfillment levels of workloads, be it workloads for (a) evaluating the analysts or (b) evaluating the agent.

    1 vote
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  12. New Custom Field Report

    Please add an option in the custom field filter on the report section to select the generic custom field at the beginning of a scorecard [see the image attached as an example]. We now have only the custom fields ERROR/QUESTION-RELATED.

    *Scorecard example: https://glovocontent.playvox.com/quality/scorecards/644be57723dbe8d8b8505eab?o=manage

    9 votes
    Acknowleged  ·  1 comment  ·  Reports  ·  Admin →
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  13. Include “numerator“ (0-12, 13-24, etc.) in the “agent”, “analyst“, “scorecard“ and “team“ tabs of the Reports option.

    Include “numerator“ (0-12, 13-24, etc.) in the “agent”, “analyst“, “scorecard“ and “team“ tabs of the Reports option.

    1 vote
    Acknowleged  ·  0 comments  ·  Reports  ·  Admin →
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  14. Provide a filter in reports where it is possible to segregate evaluations by grade or QA range (100%, 90% to 100%, etc.).

    Provide a filter in reports where it is possible to segregate evaluations by grade or QA range (100%, 90% to 100%, etc.).

    1 vote
    Acknowleged  ·  0 comments  ·  Reports  ·  Admin →
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  15. Reports: monthly comparative error recurrence

    Reports: present monthly comparative error recurrence across all views, team, agent and scorecard.

    2 votes
    Acknowleged  ·  0 comments  ·  Reports  ·  Admin →
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  16. Custom Reporting at the Section level (including comments)

    We need to have an exportable report that captures errors found within a section of an evaluation, and includes comments by the analyst.

    1 vote
    Acknowleged  ·  0 comments  ·  Reports  ·  Admin →
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  17. Toggle between daily, weekly, monthly views

    When viewing a Quality report, it would be good to be able to toggle the measure showing between daily/weekly/monthly rather than it automatically choosing the measure to show based on the timeframe

    3 votes
    Acknowleged  ·  1 comment  ·  Reports  ·  Admin →
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  18. New Analyst report: Disputes per Analyst (accepted and not accepted)

    The new Analyst Report is great but we are missing Disputes per Analyst and also how many of those Disputes per analyst were accepted or rejected.
    This will give insight into accuracy of evaluations and can help with coaching of Analysts.

    5 votes
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  19. report publish

    Please create an option to publish reports on the web. Instead of exporting a report every week/month, we can have a URL so anyone with the link can view it, even without the need to authenticate (people having no Playvox user).

    1 vote
    Acknowleged  ·  0 comments  ·  Reports  ·  Admin →
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  20. Custom Reports (beta)

    right now the new quality reports beta feature is good but we can't share out custom reports (even though it says "Here you'll find custom report views to be reused or shared with your team" in app), would love to be able to share this feature!

    1 vote
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