72 results found
-
Ability to dispute Evaluation Reviews
There should be the ability for our evaluators to challenge evaluation reviews, similar to how agents can dispute evaluations.
11 votesHi there!
Thank you for sharing your ideas with us!
Your idea will be carefully evaluated. If it gains traction, it could significantly influence our development roadmap.
Thanks for being a valuable part of our community.
Karina from Product
-
Improve Reviews function under Quality: Format feedback and comments
Reviews functions under Quality (Review the reviewer/analyst):
2. When composing reviews, there is no option to edit font, highlight, add links, ... even it doesn't have any paragraph break, the review looks messy/untidy. It would be better to have similar format as Evaluations for better organizing and following up.1 vote -
Possibility to hide evaluations from the Agents
We need to be able to evaluate agents, and hide only some evaluations from theor view (to be able to select which evaluations to make visible for agents and which not). Therefore, if they check their profile, they wont be able to see the evaluations that we don´t want to. For example: we want to do audits with investigation purpose, but we don´t want to give visibility to the agents so these audits wont have any impact on them.
I know we have the option when doing an evaluation to mark if we want to send the notification to agent…
6 votes -
Option to hide/omit evaluation result percentages, colors, answer scoring scale.
There needs to be an option to hide/omit the evaluation results colors on questions and sections, hide/omit the evaluation section percentage score, hide/omit the question answer number score. See attached screenshot for the items referenced.
The colors, section percentage score, question number score are distracting and confusing to the end users.
The staff person receiving the results fails to look at the actual rating focusing instead on the colors, percentage or the numbers which can be misleading. If you aren't using a binary answer option then you have the high possibility of running into this situation.
Our business use case…
3 votes -
Sign evaluation automatically if X days had pass
Automatically let Playvox sign the evaluation if 30 days had pass and no dispute is open.
1 vote -
Users to Notify
I just need your support regarding the "users to notify" option as I used to select 23 users for each evaluation. if we can make it easier t
1 vote -
Hide questions marked N/A to the agent in the evaluation result page
We don't want to show the questions marked with N/A to agents on the Evaluations results page. So there's less noise on the page.
2 votes -
Multiple selection when filtering evaluations by scorecard custom field
When in Quality->evaluation tab we have default filters such as team/scorecard. in these we are able to do multiple selections e.g. selecting multiple teams. However if we want to filter by scorecard custom field we can select only one item. Currently if team needs a quick way how to export specific evaluations based on that field they need to perform multiple selections and then merge the documents.
1 vote -
Embedding call recordings in the audit interaction display
I have a follow-up question regarding the way our phone recordings display within interactions. Is there a way for an analyst to be able to click into the recording within Playvox without having to click on a link to be taken to a different site?
Our previous tool allowed us to be able to click "play" on a call recording from the QM tool without having to change between tabs. Attached is what the analyst sees when reviewing tickets to audit within a workload assignment.
1 vote -
Display interaction name and date in the evaluation list
Hi Team,
In the current evaluations tab, the headers are not sufficient for our users to identify the characteristics of those evaluations. We need more information on this tab. So far, there are filters for the custom header fields we created for the scorecard, but it is not convenient for users as every single time, they need extra steps to find a particular interaction.
For example, can we display the interaction date, interaction name, and some other variables there according to the metadata we want to see by default?
Another option is for Playvox to capture the metadate of the…
1 voteHi!
Thank you for sharing your ideas with us!
Your idea will be carefully evaluated. If it gains traction, it could significantly influence our development roadmap.
Thanks for being a valuable part of our community.
Karina from Product
-
Auto-capture metadata for interactions in the evaluation stage
Hi team,
We need the system to be able to auto-fill some of the objects that are listed in the "Info" of an interaction, so we don't have to manually fill them in the scorecard every time we perform an audit.
This is important as it helps reduce the users' manual input for all evaluations and can significantly save their time considering the total amount of evaluations they do in a month.The info contains original data from an interaction that we pushed to Playvox, and the evaluation form has the same or similar names in the custom fields to…
1 vote -
Have the ability to recover deleted evaluations or Archive
There is no option to undo the deletion of samples, making accidental deletions permanent and risking critical data loss.
1 vote -
Have an CTA in the feedback
I want to suggest to add a call to action button in the notification sent out for an evaluated case when there is an urgent rectification required in the case that was evaluated.
Majority of the times when we observe an error, based on the nature of the error we need to suggest to the specialist that they must revisit the case and make the correction based on the feedback.
However, presently there is no way a specialist/supervisor can distinguish between feedbacks unless the analyst sends a separate notification for that on another platform.Some kind of identifier in the…
1 vote -
The ability to click share a completed evaluation with another person.
Once an evaluation is complete, in order for another person to view the evaluation they need to look for it, it would be handy to have a share button so it can be shared.
For example Specialist and Supervisor receive the evaluation. The specialist is being coached by someone else, or a manager wants to look at the specialist's review. Instead of the coach or manager having to look for the review, the supervisor can click share in the evaluation and choose someone else to send it to.
1 vote -
Report and Filter Use Case by Case Reasons
Monthly, the case reason data is necessary for reporting for the following reasons:
(1) Determine which case reasons are Met and Not Met %.
(2) Have visibility on the count and types of evaluated case reasons.
(3) Know the specific areas for improvement by case reasons that our agents needed for a refresher/training, and coaching.**The custom field feature in Playvox does not generate the above-mentioned data report we needed. We are looking forward to the generation of this "feature" option so that we can eliminate manual tracking and report data seamlessly and quickly.
2 votes -
Enable Non-Scored Evaluations
Hoping to add a function within evaluations to toggle an audit to be "un-scored". Essentially, the audit evaluation would still be completed and contain feedback for a specialist to understand how they can improve their QA score but it would not factor into their overall score report.
1 vote -
Delete comments in evaluations
We need to be able to delete comments made in evaluations
2 votes -
Granular viewing access for Analyst Reviews
An option so individuals can view their own reviews, reviews that have been completed by their peers, but be unable to view reviews completed ON their peers.
To support checks by internal Quality teams on BPO Quality teams.
1 vote -
Ability to set 'interaction creation date' and 'interaction resolution date' as standard fields in evaluation
The most important data when reviewing the evaluation is the interaction create date or/and resolution date, not the interaction evaluation date as currently shown as default in the evaluation.
As of now, the 'interaction create date' and 'resolution date' need to be added as custom field. We want the possibility to set the fields as "Standard" for all scorecards and evaluations
(See support ticket #29227)
3 votes -
Add the ability to insert GIF into Evaluation Comments
Include the GIF capability in the Evaluation Comment section, next to the upload files and emoji insert.
1 vote
- Don't see your idea?