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  1. 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…

    5 votes

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    Acknowleged  ·  1 comment  ·  Evaluations  ·  Admin →
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  2. Reviews functions under Quality (Review the reviewer/analyst):
    1. No edit option and no draft option: It would be better we can save the Review as a draft to work later. Also, edit option, similar to Evaluations, is helpful in case we need to adjust something on the Reviews after submitting.
    3. 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

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    1 comment  ·  Settings  ·  Admin →
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  3. When a dispute is submitted there is no notification via email to the valid parties and sometimes they are missed.

    I think an email should be sent to the Analyst's Team Leader to prevent disputes being missed.

    19 votes

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    Acknowleged  ·  4 comments  ·  Disputes  ·  Admin →
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  4. Currently, we can't perform quality checks in Playvox without assigning scores. However, our quality process doesn't involve scoring agents; we focus on capturing criteria without emphasizing scores. It would be great if Playvox could support this by allowing assessments without associated scores, making it easier to align with our approach and minimizing disruptions.

    6 votes

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    Acknowleged  ·  0 comments  ·  Scorecards  ·  Admin →
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  5. I would like to be able to have custom schedules for Workloads. Specifically, I want to be able to set a custom range on the life of the workload but still maintain the workload is issued on a set monthly date.

    I have 2 different types of evaluators, the first being a team supervisor who I would like to designate they complete their Workload in weeks 1 through 3 each month with their Workload assigned monthly on the 1st of the month. The second evaluator type being manager level who complete their evaluations weeks 3 and 4, but their Workload…

    1 vote

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    0 comments  ·  Workloads  ·  Admin →
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  6. Currently, you can only select ''Fail Section'', ''Fail All,'' and ''Notify'' options as ''Actions'' if a rule is met in Scorecards. Adding ''Set N/A Answer'' would be a neat addition because some criteria makes others redundant in certain scorecards. This would be great for efficiency.

    2 votes

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    Acknowleged  ·  0 comments  ·  Scorecards  ·  Admin →
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  7. Workloads is a great idea for in platform management of assigning QA work assignments for evaluations. Our business work flow also includes mandatory 1 on 1 manager level sync conversations monthly for the each staff person.

    It would be a great value add to have Workloads as a feature for coaching so as an admin I can create the monthly 1 on 1 Workloads for manager personnel and track participation/completion to meet with their direct reports for these sync meetings that QA performance review is part of the agenda of.

    With me not being a people manager of the full…

    1 vote

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    0 comments  ·  Coaching  ·  Admin →
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  8. 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.

    1 vote

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    0 comments  ·  Reports  ·  Admin →
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  9. 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…

    1 vote

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    0 comments  ·  Evaluations  ·  Admin →
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  10. Sugiro que, após enviada uma avaliação de uma carga de trabalho, a página seja redirecionada a avaliação preenchida, e não a carga como está sendo feito. Como prática do meu time, é realizada uma pequena revisão na avaliação após enviá-la, além de serem feitas anotações em um documento a parte referente aos pontos de melhoria e de atenção identificados nestas avaliações. Com o redirecionamento para a página das cargas de trabalho, os meus analistas estão perdendo um tempo extra tendo que ir até a página de avaliações, localizar a avaliação enviada, abri-la e realizar as ações que citei acima. Isto…

    1 vote

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    1 comment  ·  Workloads  ·  Admin →
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  11. 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

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    0 comments  ·  Evaluations  ·  Admin →
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  12. It would be great if we could allow the same interaction to be used in a workload for multiple Specialists now that we can evaluate any touch on an interaction.

    1 vote

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    0 comments  ·  Workloads  ·  Admin →
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  13. 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

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    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
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  14. currently we have 1 comment section under the question. However in many cases we add 1 or more feedback options if the question is failed (in order to have few layers of the issue). Now team needs to put comment in one field and notify to which feedback section it refers. It would save some time and add more clarity if we could have additional comment sections (optional) under each feedback option, e.g. in the att

    1 vote

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    0 comments  ·  Scorecards  ·  Admin →
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  15. It would be great if when editing a scorecard all the changes were not saved automatically, but there was a Save button to confirm them first.
    This way, if you add something accidentally, you will not have to create a new Scorecard to fix the problem.

    1 vote

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    0 comments  ·  Scorecards  ·  Admin →
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  16. 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

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    Acknowleged  ·  0 comments  ·  Other  ·  Admin →
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  17. We'd like to have the option for an automated "Workload Status Report" email that can be sent out daily, weekly, monthly, quarterly, etc. that would provide insights into the current period's workload activity to see things like total time spent evaluating so far per analyst, individual and overall completion rate, number of skips, average scores by team and scorecard, as well as any trends perhaps tracked by AI. We'd also like to have the ability to export all workload data/reports which currently doesn't seem to exist on the Quality>Workloads>Reports pages.

    4 votes

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    Acknowleged  ·  1 comment  ·  Workloads  ·  Admin →
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  18. The Scheduled Evaluations feature is great, but currently does not allow for any difference in how it's used in an organization.

    Please allow Scheduled Evaluations to be set-up on a user basis, so one evaluator can schedule their own evaluations without affecting anyone elses workflow.

    1 vote

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    Acknowleged  ·  0 comments  ·  Settings  ·  Admin →
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  19. Creating a workload on an analyst level provides tickets of the selected analyst on an agent level. Creating a workload for 2 or more analysts returns a list of agents (to know which analyst is being evaluated we need to open the evaluation window).
    What is being returned back is the correct number of cases that need to be checked (in this example, 10), but from the active workload, it is unclear which case belongs to which analyst. Cases selected only show agents who were evaluated in those cases (not relevant).
    As the workload is based on Analyst, it would…

    1 vote

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    Acknowleged  ·  0 comments  ·  Workloads  ·  Admin →
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  20. Currently if we do have an update (new process, new carrier) we have two options how to edit the scorecard:
    - archive all existing ones make change in one and then clone it and publish it - as a followup we also need to map new scorecard in all of the performance campaigns
    - edit each site scorecard one by one (then we can skip archiving/cloning/publishing/performance campaign mapping parts)

    Both of the options are time consuming (we have several changes a month) and prone to an error. An option to have one main scorecard that would be mirrored to the…

    1 vote

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    Acknowleged  ·  0 comments  ·  Scorecards  ·  Admin →
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