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  1. 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.

    17 votes

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    Acknowleged  ·  4 comments  ·  Disputes  ·  Admin →
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  2. 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.

    4 votes

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  3. 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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  4. Create a standalone review which is not tied to one specific evaluation.

    A review is tied to an individual evaluation at the moment. We want to use the review scorecard to combine the results of multiple evaluated transactions or calibrations.

    This way, we can use the review to summarize the analysts' performance in one official document, which makes it easier to understand patterns and set focus points.

    We already plan to start doing this, with linking the individual calibrations within the review via custom fields. However, the review being linked to one specific evaluation can be confusing for the analyst…

    3 votes

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  5. Please add an option in the custom field filter on the report section to select the generic custom field at the beginning of a scorecard [see the image attached as an example]. We now have only the custom fields ERROR/QUESTION-RELATED.

    *Scorecard example: https://glovocontent.playvox.com/quality/scorecards/644be57723dbe8d8b8505eab?o=manage

    8 votes

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    Acknowleged  ·  1 comment  ·  Reports  ·  Admin →
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  6. External profiles don't show the pending invitations. We have to view each user individually to add the external profile. Could we get the option to see only external profiles?

    1 vote

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  7. 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 vote

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    Great 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

  8. 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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    0 comments  ·  Evaluations  ·  Admin →
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  9. For standalone workload, it's better to have detection of duplicate interaction ID to avoid reductant audit on the same sample.

    1 vote

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    Acknowleged  ·  0 comments  ·  Workloads  ·  Admin →
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  10. When performing a quality evaluation in Playvox, an alphanumeric Interactions ID is generated in scorecards. This deviation from the uniformity of Salesforce Case Numbers complicates the process of identifying the corresponding case in Salesforce. The use of the Case Number as a distinct identifier, prominently featured in all quality evaluation scorecards, is suggested to streamline and enhance the efficiency of the process. Can we expect to have this change implemented quickly?
    For reference, I can give you the ticket I have with the Playvox team - #28210

    1 vote

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  11. Hi PlayVox Team,

    We want to request to have an additional column for the agent name under Calibrations. The addition of the filter will make it easier for team leaders and quality assurance personnel to identify which agents have already undergone calibration quickly.

    Hoping to add this feature on PlayVox

    1 vote

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    Acknowleged  ·  0 comments  ·  Calibrations  ·  Admin →
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  12. 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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    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
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  13. The ability to filter a report to show trend in performance for a given set of X criteria over time.

    For example if I have 3 managers, 2 teams, and 3 tiers I want to be able to look at a report and a graph of all agents reporting to Manager 1, on Team 2, on Tier 1 and see how each of those agents has scored in QA this quarter to tell if that team/tier/manager cohort is overall improving or not.

    Reports are too specific; need a higher-level or overarching view of a group of agents based on a…

    1 vote

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    Acknowleged  ·  0 comments  ·  Reports  ·  Admin →
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  14. My team and I are using the PlayVox disputes page, and to be able to analyze the disputes we need the interaction ID to be implemented, which would be, for example, pusher-chats.5db5ba31-152e-4baf-9464-677ed65dbd6e. 20230913191139.

    What we want is for an Interaction id column to be added next to the Evaluation column on the disputes page or within the Excel file, since there is an export to excel option.

    I am sending a screenshot of the disputes page where the Interaction id column should be in accordance with my suggestion. Thanks

    2 votes

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  15. Instead of reassigning outstanding workload assignments, have the ability for the admin/TL to remove the incomplete workload assignments so the analyst can move onto the new assignment.

    6 votes

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    Started  ·  1 comment  ·  Workloads  ·  Admin →
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  16. The ability to increase the number of users in calibrations, up to 500, through an upload feature. Currently, users have to be manually and individually selected.

    2 votes

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    Acknowleged  ·  0 comments  ·  Calibrations  ·  Admin →
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  17. We'd love to add an option on the scorecards to prevent QA Analysts from entering dates set in the future. This causes some discrepancies in their data.

    2 votes

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  18. Scorecards: PlayVox currently offers the option of creating tags within a criterion, but does not generate a report on them, we understand that if there is information in a scorecard criterion it is relevant and that is why we insert it, therefore it could have synthetic this in some scorecard report.

    1 vote

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  19. 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

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  20. Scorecards: lack of option to attach images to criteria comments.

    1 vote

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