287 results found
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New Custom Field Report
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
7 votes -
When a dispute is submitted an email should be sent to the supervisor/team leader or others that have permissions.
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.
3 votes -
Edit scorecards post publishing
We would love the ability to edit scorecards after publishing, specifically the feedback sections, to be re-enabled or even improved upon with more edit options so we don't have to clone and archive when we want to update our cards.
This would improve our efficiency and clean up the DOMO reporting as well.
2 votes -
Search evaluations using agent email
Be able to quickly search for evaluations using the agents email address, not full name
1 vote -
Toggle between daily, weekly, monthly views
When viewing a Quality report, it would be good to be able to toggle the measure showing between daily/weekly/monthly rather than it automatically choosing the measure to show based on the timeframe
2 votes -
Filter conversations by number of messages
It takes quite some time to find conversations with enough content to be reviewed. My suggestion, which other platforms already have, is to have the ability to filter conversations by the number of messages (and the number of messages sent by a specific agent).
That way we could:
-Exclude really short conversations that don't have enough reviewable content.
-Exclude conversations that were handled by other agents and where the agent to be evaluated only did a minor thing (like sending a “goodbye” message or adding an internal note).
-Help the Analysts spend their time effectively.I think this filter should…
1 vote -
bulk upload/update team leaders for teams
Due to how we manage our international business on Playvox, we assign many 'Team Leaders' to a team so they are able to see the reporting for that team.
However as this has to be done manually across many many teams, it is becoming a very time consuming job to update and maintain.
Would it be possible for there to be a way to update the team leaders assigned to a team via a bulk csv upload?
1 vote -
New Analyst report: Disputes per Analyst (accepted and not accepted)
The new Analyst Report is great but we are missing Disputes per Analyst and also how many of those Disputes per analyst were accepted or rejected.
This will give insight into accuracy of evaluations and can help with coaching of Analysts.4 votes -
the ability to remove disputes on certain scorecards
This will give us better control on the scorecards as sometimes we want to use scorecards for a coaching piece rather than quality feedback therefore we wouldn't want disputes to be active
1 vote -
Delete a workload assignment
Would love the ability to delete a workload assignment in place of distributing it to other analysts. Our team is new to Playvox and mistakenly assigned a workload twice in the same timeframe.
This has doubled the work for our analysts in our reporting, which will lead to incorrect data. The only option given was to delete the workload completely, which is not ideal, as this would remove all the reporting data from the past workload. Having the option to remove an assigned workload without removing the workload itself would be beneficial to avoid these issues in the future.
2 votes -
Changing the user/agent selected even after evaluation is saved/sent
Changing the user/agent selected even after evaluation is saved/sent.
We should be able to change the user/agent selected even after evaluation is saved/sent. We can currently change the date, time, link to the interaction, etc. BUT we still cannot change the selected user name for which we're making the evaluation. Please, make this field editable, so that we can correct and amend scorecards efficiently. Thanks.2 votes -
Remove incomplete workload assignments
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.
3 votes -
Dispute Closed Date
We would like to have the Closed Date for the disputes that are completed. This could be added on the Dispute details (when you open them) or as a column on the Disputes table.
1 vote -
Scorecard Language Selection
We use an external analytics tool in order to do all deeper dives into advisor and scorecard developments, etc... The problem we currently face: we evaluate some advisors in ENGLISH, others in GERMAN - thus, we use two different scorecards, meaning we have to merge the results of BOTH SCORECARDS in order to get a full picture of what is happening.
It would be AMAZING if Playvox gave one the option to create a PARENT Scorecard with CHILD Scorecards for translations into different languages - meaning regardless of which language I am evaluating in, ALL results are merged for export…
1 vote -
Marking an agent as out of office/sick/vacation
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.
1 vote -
NA Option with Points
For the NA answers on the scorecards, make an option to either make it a 0, or the same score as the YES answer. So many teams want the second option and that means you have to manually enter the NA with the same points as YES.
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 -
Evaluate the Analyst workload feature
When we assign the ETA workload, it first takes us to the calibration and then to the review screen. Could we have a disability feature to opt for the calibration or not in the workloads and that should directly take us to the review screen?
Can we have this feature enabled for the Evaluate the Analyst workloads?
15 votes -
View My Workload - URL Needs to Point to actual Workload
Currently, the "View My Workload" link in the "You have a new workload assigned" notification email directs the user to the Community page, not the workload.
User would like "View My Workload" URL to direct user to the specific assigned Workload.
Thanks
2 votes -
"Connect" questions from different scorecards for a combined reporting
We have several scorecards for different channels, but some statements are the same across all scorecards (e.g. "Was the agent friendly?"). We are currently combing all data into an big excel sheet to get an overall picture because that's not possible in Playvox. We would have to select each scorecard separately and look at different results.
It's possible for us with Insights as well, but we would really like a similar "out-of-the-box" feature.
3 votes
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