18 results found
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Possibility to hide reviews from analysts (disable bell notifications)
Currently, it's only possible to disable the access of analysts to their own reviews in the reviews tab and to disable their email notifications for reviews. However, analysts are still notified about their reviews via the bell icon on the top right. The analysts don't have access to those reviews, but they know about us doing them.
What we need is to be able to review our analysts' evaluations without them receiving any kind of notification about it. We want to be able to do audits with investigation purposes that don't have an impact on the performance of the analysts.…
1 vote -
reviews
I use the review feature for Audit the Auditor. I would like for when a review starts from the evaluation, once the review has been submitted, even if the scorecard eval was edited, the original score does not change.
Also, is it possible to add an export feature here?
1 vote -
Five9 Call Link with Metadata & Interaction ID
We would like a deep link created for Five9 phone calls so that we can bring them in as calls and build a channel specific workload.
1 voteGreat news! 🎉 Your idea is moving forward!🎉
Your idea is now officially part of our roadmap. We're excited to bring your vision to life and appreciate your valuable contribution.
Stay tuned for updates as we work to make it a reality!😊
Karina from Product
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Reviews: does not deliver reports on offenders
Reviews: does not deliver reports on offenders, we are unable to see which scorecard review criteria the person made the most mistakes, so we continue using it as a quality scorecard that delivers this report, in addition to feeling that viewing the evaluation does not have the same quality than that of the normal assessment.
1 vote -
Confidence coefficient
Confidence coefficient: today we develop this manually, but a statistical data that guarantees the quality of the sample is the confidence coefficient; If Playvox made this automatic calculation available, it would greatly facilitate the creation of workloads and also the monthly result of the reliability of the evaluations sent.
1 vote -
User management
It would be convenient to be able to designate a unique TL for each agent as we currently have agents working under the same team manager but managing different products
1 vote -
transcription
Please consider adding transcription to audio files. This allows analysts to review longer calls without having to waste time listening to them. If an additional 'Highlighting' feature is added then you can also leave comments and feedback on specific areas of a call. This would be a huge product improvement on the QA side.
3 votes -
Date filters for Review stats
Date filters for Review stats -currently, only filter available scorecards, analysts and status. There's no date filter which is not helpful when exporting data for a specific time period. It would be great to add this filter and other filters like the ones in the other tabs (e.g. reviewer, playvox Id, etc.)
1 vote -
Items per page
It would be advantageous with respect to time savings if the "items per page" could be locked by individual users instead of having to change it every time they need to find an agent on their workload list - the default is currently 10 Thank you
1 vote -
Comments on evaluations tab
Could we add a tab where all the evaluations where comments where made from the agents can more easily be found?
As a Manager and Admin it can be hard to find the evaluations where comments made. Having a feed/tab where these evaluations can be collected and easily filtered through would be a great addition and improvement!
1 vote -
Ability to export data with a single data dump
Currently, whenever we try to download data, we receive a bunch of files with various scorecard names. Could all of the data be contained on a single sheet & tab?
1 vote -
Reviews
Like the Calibration tab, allow a Review to be started from the Review tab, instead of just being able to start a Review from an evaluation.
1 vote -
Track evaluated and skipped agents
Would be nice to have an integrated tracking sheet inside PlayVox. Something where QA can upload names of their agents to a sheet and it could weekly be updated on who was evaluated and who was skipped (due to low resources and holidays). This should be accessible by all QAs for that team (so they can organically split the tasks, cover during holidays).
The workload function has some gaps: covering by other people is complicated, does not track if someone was skipped due to holiday or sickness.
An integrated Excel sheet system with a weekly view of some kind would…13 votes -
interactions - description field
Description in Response history looks different from response history in the interactions:
The description in the interactions displays with the descriptions style : spaces\ new lines\ bold text and more1 vote -
Tracking when accounts were deactivated
Ability to report on when accounts are made inactive. This has been a request from our security team to be able to confirm when certain accounts were deactivated to prove we acted on the request in a timely manner (ie users whose roles gave them a high level of access to the system) I can access info via an API as provided by Nelson but I need to be able to search by user name and show who deactivated and when.
3 votes -
Error calculated on 0 point questions
When a question has a 0 point value & the agent gets the question correct it is counted as part of the error rate. We would ask to have 0 point questions only counted as an error if the question is incorrect
2 votes -
Search users by their full name
Currently, users can only be searched using a single name (i.e. Mike, Arun, Luke). With 7000+ agents, the list Playvox returns can get multiple pages. Please allow searching by their full names.
1 vote -
Dashboard with overtall data of agents
There is currently no dashboard view to get an overall average overview for all agents and all sections. There is also no view to see a team's average section score by month. These are integral for reporting purposes. To be able to quickly and accurately share easy to understand overviews with our Leadership team would save us lots of time. It can be frustrating exporting many different types of reports to get only partial information to build my own report outside of Playvox.
5 votes
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