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  1. Analysts are skipping interactions that they consider too hard, too long or too low scoring and don't want to score, approving will make it easier to track

    5 votes

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    Acknowleged  ·  1 comment  ·  Workloads  ·  Admin →
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  2. To be able to delete massively workloads insted of one by one.

    2 votes

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    Acknowleged  ·  0 comments  ·  Workloads  ·  Admin →
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  3. Branch questions inside scorecards

    *Dependent questions on quality forms *

    13 votes

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    Acknowleged  ·  0 comments  ·  Scorecards  ·  Admin →
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  4. Users are able to edit evaluations after it is signed by agents. Since evaluation has been signed, the result has been accepted by the agent. Users should not be able to edit evaluations afterwards. If the edit was a markdown, then it will record as agent acknowledging the markdown and non disputable.

    1 vote

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    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
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  5. How disputes should be used:
    The function should be used for disputes as well as for clarification requests and general questions regarding a certain question or section in an evaluation.
    The agent can create a dispute without choosing any specific topic (dispute, clarification, general question). After a dispute is received, the evaluator can then change it to a clarification request, if applicable.
    Problem:
    Employees are a bit scared to use the feature as they assume it is only for pure disputes. They don't open a dispute for unclear cases (clarification) because they think it would be too big of a…

    3 votes

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    Acknowleged  ·  1 comment  ·  Disputes  ·  Admin →
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  6. An option to enable Mandatory Dispute Categories

    3 votes

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    Acknowleged  ·  1 comment  ·  Disputes  ·  Admin →
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  7. Would love to see the ability to adjust evaluation data so that if a monitor is submitted against the wrong team, the results can be fixed. I'd prefer that evaluations(at least in the team sense) are dynamic instead of static.

    EXAMPLE - If I submit against Team B and meant to evaluate Team A, I want to be able to adjust the evaluation to show up against Team A retroactively without having to delete, submit again, and scrub the inital results from our data lake. This ensures that all of our front-end reporting matches results outside of Playvox and that…

    3 votes

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    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
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  8. 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

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    Acknowleged  ·  1 comment  ·  Other  ·  Admin →
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  9. Automation of the export metrics by time. For example instead of manually exporting the QA metrics every x amount of time, there should be a feature were we could stablish a time parameter and the metrics would be dowloaded to an excel or google sheets automatically.

    2 votes

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    Acknowleged  ·  0 comments  ·  Reports  ·  Admin →
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  10. Please have the attached articles, usually in a form of links be visible in Playvox Interactions too.

    2 votes

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    Acknowleged  ·  0 comments  ·  Interactions  ·  Admin →
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  11. When an Analyst is added / removed from a workload, it redistributes the evaluations equally amongst all Analysts. This requires us to take note of existing distribution and then recreate them. It should not reset distribution by default and users should be able to click on a button to reset it if needed.

    1 vote

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    Acknowleged  ·  0 comments  ·  Workloads  ·  Admin →
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  12. How AHT is measured currently is inaccurate. Currently, the AHT clock starts when the Analysts click on the "Start Evaluation" button. However, the interaction is reviewable even before the Analyst clicks on the button. We also cannot instruct the Analysts to NOT review before clicking, as the Analysts can only skip before clicking the "Start Evaluation" button. Thus, Analysts have to review the ticket beforehand to determine whether to skip the ticket or not.

    The AHT clock should start before the analyst can review the interaction and the evaluation made skippable even after starting the evaluation. Record the time from…

    1 vote

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    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
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  13. 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

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    Acknowleged  ·  0 comments  ·  Other  ·  Admin →
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  14. When an evaluation gets deleted, it marks it as "Not Evaluated" for the analyst, impacting their completion rate. It should not impact their completion rate if deleted. It's sometimes out of QA's control.

    1 vote

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    Acknowleged  ·  0 comments  ·  Workloads  ·  Admin →
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  15. 9 votes

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    Acknowleged  ·  3 comments  ·  Settings  ·  Admin →
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  16. Would be great to have the ability for Super Admin to update edit access on particular workloads to new admin(s) to access/edit vs creating brand new ones for select teams (and vs updating permissions so they can access all workloads for editing).
    OR ability for new admins assigned as team leaders to be able to access existing workloads tied to their team created by other/previous team leaders.

    There's quite a bit of transition at points throughout the year with admins/team leaders and having to create new workloads that new admins are able to edit for their team is pretty tedious.…

    2 votes

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    Acknowleged  ·  0 comments  ·  Workloads  ·  Admin →
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  17. I want to be able to target specific conversation types or user queries for evaluations. I.e. Feature requests/user feedback, bug reports, refunds, subscription failures so we can take a deeper dive into evaluating these conversations. This will help us learn how to improve our customer service and better understand our customers.

    3 votes

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    Under Review  ·  2 comments  ·  Filters  ·  Admin →
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  18. If a workload is not completed before a new assignment is distributed, analysts are unable to work on the previous items that were assigned to them and can create a gap in work that QA needs to complete. This must manually be captured and completed outside of the workload.

    Would love to see the ability to complete the previous assignment and/or have the functionality to catch this and the future assignment to reflect what was missed. This will ensure that there are no gaps from a controls perspective

    2 votes

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    Acknowleged  ·  1 comment  ·  Workloads  ·  Admin →
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  19. On the evaluations tab, it would be great to have an all "live" filter for the date filter.
    Insted of locking the end date, have this end date to be live and updated for the current date.

    3 votes

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    Acknowleged  ·  1 comment  ·  Evaluations  ·  Admin →
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  20. Currently you need to set up workloads based on past interactions, I can't set up a workload to find one call randomly per agent for calls taken this week unless I re-assign a workload everyday and still the analyst will need to keep note on who've they've evaluated and who they haven't

    4 votes

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    Prioritized  ·  1 comment  ·  Workloads  ·  Admin →
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