328 results found

1. Ability to dispute the feedback options selected in the audit

   We can currently dispute scores, which is great, but we rely heavily on the Feedback Options for our reporting to understand what went wrong.

   We also report on this level of error per advisor in many markets, and this means we get disputes that don't necessarily impact the score, but impact the feedback options selected.

   Currently we can't accept a dispute to change only the feedback options, we have to change the score.

   So this means we currently 'reject' the dispute - which is misleading, and then manually edit the original audit so the reporting data is correct.

   Ideally we would love to be able to update the feedback options selected within a dispute. So an accepted dispute doesn't require you to change the score.

   An alternative solution could be to have the option to have 3 'decisions' available. Accept & reject as we do currently, and then another option, such as 'Accept - Feedback only', or maybe just 'Other' (as I've seen other requests for more options so that would cover all different business requirements) This would mean we could track these auditing errors in the same way we can errors in scoring.

   Errors with Feedback options have just as much importance to our business as errors with scoring.

   We can currently dispute scores, which is great, but we rely heavily on the Feedback Options for our reporting to understand what went wrong.

   We also report on this level of error per advisor in many markets, and this means we get disputes that don't necessarily impact the score, but impact the feedback options selected.

   Currently we can't accept a dispute to change only the feedback options, we have to change the score.

   So this means we currently 'reject' the dispute - which is misleading, and then manually edit the original audit so the reporting data is correct.

   Ideally we… more

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2. Reports feedback option per agent

   We recommend adding a feature to extract all feedback options related to an agent within a single scorecard. This will provide deeper insights and help us pinpoint where to focus our feedback efforts

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3. Feedback options with points

   Playvox currently offers various ways to collect feedback—such as “Points”-based questions but it does not allow certain feedback items to automatically deduct weighted points from the final score. . This feature would enhance the accuracy and actionability of quality reports by reflecting the relative impact of each type of incident

   We recommend incorporating weighted feedback options within each question:

   This allows each feedback option to be assigned a negative weight (for example, –1, –2, –5).

   Automatically subtracts that value from the total points awarded on each question

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4. Feedback options with points

   Playvox currently offers various ways to collect feedback—such as “Points”-based questions but it does not allow certain feedback items to automatically deduct weighted points from the final score. . This feature would enhance the accuracy and actionability of quality reports by reflecting the relative impact of each type of incident

   We recommend incorporating weighted feedback options within each question:

   This allows each feedback option to be assigned a negative weight (for example, –1, –2, –5).

   Automatically subtracts that value from the total points awarded on each question

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5. Topics - Auto QA

   Please allow the importing/exporting of Topics within Auto QA. It is incredibly time-consuming to have to manually upload 100+ topics one by one. The provided topics are industry-specific and do not line up with the work our company does.

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6. Auto QA Interaction ID Link

   Within Auto QA when you get an overview of interactions, you are not able to click into the interaction #'s nor can you Copy/Paste them from the screen. The only way to get access to the ticket is by starting an evaluation. The quick view icon does not allow you to see the Metrics tab and does not contain a link to the interaction. Additionally, the comments section in the quick view of the interaction do not match up with the comments section when you open the interaction for evaluation, these screens need to be identical. It is a massive setback to have to manually search up the interaction in Interactions to locate the interaction link. You cannot export reports in Auto QA either so by not being able to export or C/P the data is not useful unless presented within PV.

   Within Auto QA when you get an overview of interactions, you are not able to click into the interaction #'s nor can you Copy/Paste them from the screen. The only way to get access to the ticket is by starting an evaluation. The quick view icon does not allow you to see the Metrics tab and does not contain a link to the interaction. Additionally, the comments section in the quick view of the interaction do not match up with the comments section when you open the interaction for evaluation, these screens need to be identical. It is a massive… more

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7. New Report Tab update missing some of the basics

   We think the new insights are helpful and love the new graphics, tables, and figures we get out of this new set up on the Reporting tab in Playvox.

   We have noticed that it is missing some of the basic insights like:
   • Seeing the individual evaluations rather than just the amount of evaluations and being able to click on them to open up and review them.
   • Being able to select more than one Agent, Team, and Scorecards

   We also noticed that our Team Lead role doesn't have access to the Scorecard report option. I couldn't see anything under their role permissions to adjust this and give them full access to all types of reports.

   We think the new insights are helpful and love the new graphics, tables, and figures we get out of this new set up on the Reporting tab in Playvox.

   We have noticed that it is missing some of the basic insights like:
   • Seeing the individual evaluations rather than just the amount of evaluations and being able to click on them to open up and review them.
   • Being able to select more than one Agent, Team, and Scorecards

   We also noticed that our Team Lead role doesn't have access to the Scorecard report option. I couldn't see anything under… more

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8. 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

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   Acknowleged  ·  AdminKarina Ceron V (Product manager, Playvox) responded

   Hi there!

   Thank you for sharing your idea with us! 

   We will thoroughly evaluate it, and if it gains traction, it could greatly impact our roadmap.

   We appreciate your contribution to our community.

   Karina from Product

9. Improve Usability of Quality Reporting Feature

   Currently, when navigating to Quality > Reports > Quality Overview > Evaluations Performance widget, there’s no option to see the percentage of evaluations signed.

   Having the signed percentage displayed alongside Agents evaluated and Evaluations completed would provide a clearer and more actionable view of the data, especially when analyzing trends or comparing across teams.

   It is possible to see the percentage of evaluations signed when hovering over the graph on the Performance over time widget. But it's only possible to see this at a weekly interval, without the option to change this to another timeframe, regardless of the date filters we choose from the filters at the top.

   Currently, when navigating to Quality > Reports > Quality Overview > Evaluations Performance widget, there’s no option to see the percentage of evaluations signed.

   Having the signed percentage displayed alongside Agents evaluated and Evaluations completed would provide a clearer and more actionable view of the data, especially when analyzing trends or comparing across teams.

   It is possible to see the percentage of evaluations signed when hovering over the graph on the Performance over time widget. But it's only possible to see this at a weekly interval, without the option to change this to another timeframe, regardless of the date filters… more

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   Acknowleged  ·  AdminKarina Ceron V (Product manager, Playvox) responded

   Hi there!

   Thank you for sharing your idea with us! 

   We will thoroughly evaluate it, and if it gains traction, it could greatly impact our roadmap.

   We appreciate your contribution to our community.

   Karina from Product

10. Add "Select team" option for Interaction filters.

    Currently, when viewing interactions for a filter created, there's an option for "Select user" to pull interactions from the filter for a specific user in Playvox. It would make sense to also have one for teams set up in Playvox as well.

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    Acknowleged  ·  AdminKarina Ceron V (Product manager, Playvox) responded

    Hi there!

    Thank you for sharing your idea with us! 

    We will thoroughly evaluate it, and if it gains traction, it could greatly impact our roadmap.

    We appreciate your contribution to our community.

    Karina from Product

11. Skipped Evaluation Reporting and Exporting

    It would be highly beneficial to introduce a feature that allows the identification, reporting, and exporting of skipped evaluations. Currently, if an evaluation is skipped, there is no straightforward way to track or understand the reasons behind it.

    By implementing a system that records when an evaluation is skipped and allows managers and analysts to generate reports or export this data, they can gain valuable insights into patterns or issues that may be causing evaluations to be skipped. This feature would enhance the overall evaluation process by providing transparency and enabling better decision-making.

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12. Option to Skip interaction in Workloads using multiple filters

    As an analyst, I want to have access to the option to Skip interactions when a workload is created using multiple filters.

    2 votes

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    Acknowleged  ·  AdminKarina Ceron V (Product manager, Playvox) responded

    Hi there!

    Thank you for sharing your idea with us! 

    We will thoroughly evaluate it, and if it gains traction, it could greatly impact our roadmap.

    We appreciate your contribution to our community.

13. Edit Labeling

    Unable to archive or delete Skip Categories, Calibration categories, Dispute categories. It has the option to delete, but that's only if you've never used the category before. If you can please provide a way where it's no longer visible that would be beneficial for the organization.

    Also being able to either delete or edit "lists" for calibrations

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14. Filter OR segments should have prioritized percentages for audit

    When developing a filter, while we want to audit all of those potential interactions, we want a variety of interaction types. To do so, we'd want to apply desired percentage of the interactions for each segment of the filter (or multiple filters for one audit) with a priority. Filter conditions 1: 30% of interaction, Conditions 2: 25%, Conditions 3: 25%, All other conditions: the rest. From those filter condition segments, we'd want to prioritize Conditions 2, Conditions 1, Conditions 3, all others. So if a percentage of a higher priority segment is not met, then the next segment would fulfill that volume. In the audit and reporting, we'd be able to identify clearly segments that were not met so further assessment of the agent's work could be done to ensure they're following SOPs for interaction distribution.

    When developing a filter, while we want to audit all of those potential interactions, we want a variety of interaction types. To do so, we'd want to apply desired percentage of the interactions for each segment of the filter (or multiple filters for one audit) with a priority. Filter conditions 1: 30% of interaction, Conditions 2: 25%, Conditions 3: 25%, All other conditions: the rest. From those filter condition segments, we'd want to prioritize Conditions 2, Conditions 1, Conditions 3, all others. So if a percentage of a higher priority segment is not met, then the next segment would fulfill… more

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15. 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.

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16. Share dispute results with the analyst when a dispute is accepted

    As the QA manager, I want to share the outcome of accepted disputes with the analyst whose evaluation was disputed so that the analyst can receive information that will enable him/her to improve his/her personal evaluation process.

    The method by which the results are shared could be:
    - An email
    - A coaching session that is triggered by an automatically accepted dispute
    - A coaching session associated with the dispute that is created manually

    If you see this idea and feel an affinity with it, please leave in the comments how you would like to share the dispute results with the analyst.

    As the QA manager, I want to share the outcome of accepted disputes with the analyst whose evaluation was disputed so that the analyst can receive information that will enable him/her to improve his/her personal evaluation process.

    The method by which the results are shared could be:
    - An email
    - A coaching session that is triggered by an automatically accepted dispute
    - A coaching session associated with the dispute that is created manually

    If you see this idea and feel an affinity with it, please leave in the comments how you would like to share the dispute results with… more

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17. Ability to update super admin roles without support tickets

    The ability to update a Super Admin role directly within the platform without needing to raise a support ticket. This enhancement would allow for quicker and more efficient management of Super Admin roles.

    To ensure security, a check should be implemented to confirm that there is at least one active Super Admin before allowing any changes. This is particularly important when the site owner, who might also be a Super Admin, needs their role updated. Enabling this feature would streamline the process and reduce reliance on support for role management.

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    Acknowleged  ·  AdminKarina Ceron V (Product manager, Playvox) responded

    Hi there!

    Thank you for sharing your idea with us! 

    We will thoroughly evaluate it, and if it gains traction, it could greatly impact our roadmap.

    We appreciate your contribution to our community.

    Karina from Product

18. Allow Workloads to contain specific rule conditions when allocating audits

    Is it possible to set a rule where one analyst does not get any sampled interactions for one particular agent? Everything should be randomly allocated among all of the QA Analysts however I want to prevent one analyst from rating a specific agent.

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    Acknowleged  ·  AdminKarina Ceron V (Product manager, Playvox) responded

    Hi there!

    Thank you for sharing your idea with us! 

    We will thoroughly evaluate it, and if it gains traction, it could greatly impact our roadmap.

    We appreciate your contribution to our community.

19. Associate scorecards with specific workloads

    Hello team! I would like to pitch the idea to have the option to "assign" scorecards to specific workloads. Let's say the workload is our "Phone assignment" and I would like to automatically select the "Phone scorecard" for any interactions selected through this assignment. Conversely, the "SMS/Email assignment" can have the "SMS/Email scorecard" auto-selected so analysts don't mistakenly select the wrong scorecard when they are associated with the same teams.

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    Acknowleged  ·  AdminKarina Ceron V (Product manager, Playvox) responded

    Hi there!

    Thank you for sharing your idea with us! 

    We will thoroughly evaluate it, and if it gains traction, it could greatly impact our roadmap.

    We appreciate your contribution to our community.

20. Contact Reason Reporting

    I would like to create the option to filter by contact reason or interaction description. Either that or have the option to export the metadata that we bring in from Salesforce before we complete the evaluation. For example, when we bring in an interaction from Salesforce, we're able to see the tags that were used for an interaction but when we start the evaluation and export that evaluation, it only shows us the data from the evaluation itself. We have a "Tags" field when sourcing the ticket that includes multiple pieces of information that could be useful to filter by when reviewing our reports. These tags include contact reasons, inbound or outbound interactions, contact method, task type, etc.

    I would like to create the option to filter by contact reason or interaction description. Either that or have the option to export the metadata that we bring in from Salesforce before we complete the evaluation. For example, when we bring in an interaction from Salesforce, we're able to see the tags that were used for an interaction but when we start the evaluation and export that evaluation, it only shows us the data from the evaluation itself. We have a "Tags" field when sourcing the ticket that includes multiple pieces of information that could be useful to filter by… more

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    Acknowleged  ·  AdminKarina Ceron V (Product manager, Playvox) responded

    Hi there!

    Thank you for sharing your idea with us! 

    We will thoroughly evaluate it, and if it gains traction, it could greatly impact our roadmap.

    We appreciate your contribution to our community.

    Karina from Product