62 results found
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An option to delay evaluation prescheduled release date.
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 -
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)
1 vote -
Interaction ID - Show Interaction ID as fetched from the integration (allow more than numbers and letters in the ID name)
Chat/Ticket ID's are generated with hyphens in our CRM tool.
Example: 4da9099a-c6bd-4641-9cf1-cbedc5279a7fHowever, 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 -
Search evaluations using agent email
Be able to quickly search for evaluations using the agents email address, not full name
1 vote -
Ability to submit an evaluation with an anonymous analyst for specific roles or evaluations
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 -
To be able to view Audit Logs without having the ability to edit evaluations
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 -
Create evaluations / profile options
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 -
Saving an evaluation as draft stops time counter
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 -
Ability to export data with User custom fields information
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 -
Auto population for all multiple choice fields in scorecard instead of seeing "Select an option"
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 -
To improve time tracking with the "Save Draft" function for Evaluations
When an evaluator is in the process of evaluating an interaction but needs to pause for another urgent task, the evaluator can select 'Save Draft', however, there is no explicit or clear sign that the time has been paused when they click this option. What could be good is to add a banner of some kind stating time has been paused or how much time has been spent on it so far or when the evaluator selects this option, the page could redirect them to all their evaluations and they can look up their drafts under the 'Drafts' filter. This…
1 vote -
Ability to select feedback reasons from 2 answer options
We current have the possibility to mark a question as Delivered, Almost There or On it's Way.
Almost There and On it's Way answers require feedback options to be selected so we can better understand why the agent did not achieve a Delivered score.
However sometime we mark the lowest scoring option 'On it's Way' and select the relevant feedback options, but the agent also displayed some of the feedback options from the 'Almost Delivered' feedback reasons, but we are unable to select these. From a reporting and feedback to agent POV it would be great to be able to…1 vote -
Option to show only Effectiveness (pass rate) instead of QA score
We would like our agents to see the Effectiveness score or pass rate of their evaluations rather than the QA score as we work with COPC standards. Also in the reporting section and the Recommendations pass rate or Critical error rate would be more significant and helpful for our quality program.
1 vote -
Export should include highlights
The exported file should include any highlights and the comments that were attached.
1 vote -
deletion
Our security team requires we delete (or securely archive) old evaluation data. Deleting thousands of evaluations individually is not feasible.
A process to bulk (securely archive) or delete evaluations is necessary for many organizations from a compliance perspective!
1 vote -
Evaluations should not be editable if signed
Users are able to edit evaluations after it is signed by agents. Since evaluation has been signed, the result has been accepted by the agent. Users should not be able to edit evaluations afterwards. If the edit was a markdown, then it will record as agent acknowledging the markdown and non disputable.
1 vote -
Update QA workflow to capture AHT accurately
How AHT is measured currently is inaccurate. Currently, the AHT clock starts when the Analysts click on the "Start Evaluation" button. However, the interaction is reviewable even before the Analyst clicks on the button. We also cannot instruct the Analysts to NOT review before clicking, as the Analysts can only skip before clicking the "Start Evaluation" button. Thus, Analysts have to review the ticket beforehand to determine whether to skip the ticket or not.
The AHT clock should start before the analyst can review the interaction and the evaluation made skippable even after starting the evaluation. Record the time from…
1 vote -
Do not show "The export process may take some time..." message everytime
The "The export process may take some time depending on the number of evaluations filtered. You will receive a notification when it's finished" message blocks the menubar every time a file is exported. Have to wait for it to clear every time.
The export behavior is also inconsistent on the platform. In some places, the file is directly downloaded whereas others requires us to go through export center.
1 vote -
Avoiding score going below 0
In the scoresheet we would like to minus score for each wrong answer but don’t allow the final score to be negative.
For e.g. right now if agent fails all of the answers they are able to gather for e.g. -200 score for x scorecard, we are looking for a set up where the lowest possible score would be zero and it wouldn’t go below 0
1 vote -
Quality triger to create coachings
Posibilidad de crear una opción donde el asesor (Agente) al posser más de 2 o más auditorias desaprobadas no se le permita cargar más evaluaciones hasta que se le cargue una sesión de coaching.
1 vote
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