49 results found
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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 ScorecardsWe also noticed that our Team Lead role doesn't have access to the Scorecard report option. I couldn't see anything under…
4 votes -
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.2 votes -
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.1 vote -
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 -
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 -
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 -
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 -
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 -
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 -
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 -
Reports: monthly comparative error recurrence
Reports: present monthly comparative error recurrence across all views, team, agent and scorecard.
2 votes -
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 -
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 -
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 -
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 -
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 -
"Connect" questions from different scorecards for a combined reporting
We have several scorecards for different channels, but some statements are the same across all scorecards (e.g. "Was the agent friendly?"). We are currently combing all data into an big excel sheet to get an overall picture because that's not possible in Playvox. We would have to select each scorecard separately and look at different results.
It's possible for us with Insights as well, but we would really like a similar "out-of-the-box" feature.
3 votes -
Ranking for Quality report
It would be great if we could have a view in the report that actually shows the ranking of all agents instead of only the top and bottom 5. So we can show all the report to our team and see the complete list of results
1 vote -
2 votes
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New Reports - "Quaity Overview
In the new reports - "Quality Overview" - in "Quality by Score" - Scorecards, have the possibility to see the Av. Qa Score above the bar, and not only when clicking on the bar.
Customer: MessageMedia1 vote
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