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  1. When we review a conversation, we click the “General Info” tab, and then click “Conversation”, but the conversation goes back to the beginning and not where we left it.

    As a team, we believe it would be nice for the conversation to stay where we left it, just to avoid scrolling a bit more.

    1 vote

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  2. After sending a workload that can't be edited, we would like to be able to mark employees if they're on vacation or sick so we can know the reason that the analyst didn't complete their workload, also for future reference as there is no data to prove why this employee hasn't been evaluated.

    include columns for start and end dates, as well as the reason for the absence.

    4 votes

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  3. We need to have the ability to add a justification if the agent does not sign the evaluation. For us this is a mandatory process that we need to track for control and regulatory reasons. Currently, this capability is not available, and its inclusion would significantly improve our processes. The justification would be added by the team leader.

    1 vote

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  4. Be able to quickly search for evaluations using the agents email address, not full name

    1 vote

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  5. We'd like to fetch the feedback data from the answers in the evaluations.

    When doing that we faced an error that comes from the fact that the "value" field inside the feedback object has both string (for Multiple Choice feedback options) and array (for Checkboxes) types of data.

    So to be able to fetch that field, it should always be an array of string(s).

    1 vote

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  6. Chrome extension so that analysts can fill in the scorecard directly within the CRM for CRMs that do not have an out of the box integration.

    1 vote

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  7. Example -
    For a QAed Case which has already been evaluated and scheduled on the tool, lets say for a deadline of Oct 20, we should have an option to revise the release date to a new deadline incase I want to make some changes to the evals or get it reviewed further and hence delay the evaluation delivery.

    1 vote

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  8. 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)

    1 vote

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  9. Changing the user/agent selected even after evaluation is saved/sent.
    We should be able to change the user/agent selected even after evaluation is saved/sent. We can currently change the date, time, link to the interaction, etc. BUT we still cannot change the selected user name for which we're making the evaluation. Please, make this field editable, so that we can correct and amend scorecards efficiently. Thanks.

    5 votes

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  10. Chat/Ticket ID's are generated with hyphens in our CRM tool.
    Example: 4da9099a-c6bd-4641-9cf1-cbedc5279a7f

    However, Playvox is automatically removing the hyphens when the Interaction ID is created. This makes manual search time-consuming for our Quality Analyst team since they have to remove the hyphens before searching in Playvox.

    Please allow the Interaction ID's to contain hyphens as well

    1 vote

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  11. Possibility to check the same mistakes the agents make inside the evaluation and deduct more points.

    2 votes

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  12. Have the option in Playvox to disable the 'evaluate' button for all tickets that had been 'evaluated' so te customer (Message Media) can avoid duplicate evaluations in the future.

    2 votes

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  13. It would be very helpful if the admin and super admin role could see all drafted evaluations on the platform, not just the ones they started. Evaluations are tied to other parts of the platform, like scorecards, and having the ability to edit and delete other draft evaluations would be great!

    2 votes

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  14. Upon submitting an evaluation review, there should be the capability to make edits to it. Currently, if an error is noticed after submitting the review, the only option is to delete it and resubmit a corrected version. However, this results in the original review having already been transmitted through our API call, and when the corrected review is resubmitted, as it has a new ID, this causes both the original and corrected reviews to be stored in our database, leading to inaccurate data.

    Additionally, there should be the ability for our evaluators to challenge evaluation reviews, similar to how agents…

    4 votes

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  15. Currently it is possible to submit an evaluation with an anonymous analyst but it applies to ALL analysts (evaluations + disputes) across the board.
    There are specific processes/situations where would be helpful to be able to anonymize the evaluator (like evaluations among Senior QAs and Managers, for example).

    1 vote

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  16. Currently to allow users access to view the Audit logs, they have to be given access to be able to edit evaluations.
    This is causing us problems, as users want to be able to view this, but we don't want these users to have the ability to edit audits, compounded by the fact you can't report on audits that have been edited so we can't even monitor this.

    1 vote

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  17. Within the role administration we need a separate option to (de)activate the posibility of creating evaluations within or outside of a workload. Although you can check in the report if a workload was used or not, the idea is to shut that option down and have only random contacts selected by the system and not by the evaluator.

    1 vote

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  18. When an evaluation is saved as a draft this should stop the "evaluation time" duration calculator. Leaving an evaluation in draft overnight skews reporting.

    1 vote

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  19. User custom fields (such as Site, Vendor, etc.) data from User management can be used to filter audits in the Evaluation tab, but this data is excluded from exports of the data. Having this in the data would be beneficial.

    1 vote

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  20. When we test out scorecards with "Preview", all the first options for multiple choice fields are automatically selected. However, when QAs use scorecards for actual audits, all the fields are showing "Select an option" as default which requires a number of clicks per audit. Is it possible to have multiple choice fields to auto populate the first options?

    1 vote

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