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  1. It would be great if we could create Scorecard Categories!

    Example - we have English, Spanish, German versions of the same scorecard - in order to keep things nice and clean, it would be great if we could create "categories" or sections for each language or type of scorecard, etc...

    This way, you have all EN scorecards in one section, all SP in another, all DE in yet another, etc.

    Similarly, it would be vital for us to be able to manually rearrange the appearance order of our scorecards.

    1 vote

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  2. Is it possible to change the default prefilled scorecard answers? Instead of Positive answers, can we have option where we will be the one to choose? We are working on scaling type of evaluation where there are Exceeding, Meeting and Below Expectations type of rating. We wanted to have the prefilled answers directed to Meeting Expectations instead of Exceeding expectations.

    1 vote

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  3. Please have the attached articles, usually in a form of links be visible in Playvox Interactions too.

    1 vote

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  4. Custom field options triggers options in another custom fields

    7 votes

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  5. Disputes - Report on Trends

    On Disputes report, show Original and New Score

    In the Dispute, Quality functionality- would it be possible to display reporting on what 'closed' disputes were deemed 'valid/invalid' by the arbitrator? And create coachings off of the valid disputes?
    If multiple points of an evaluation were disputed ie. in different or the same sections of the dispute and were deemed valid while others were not, there would have to be a display of these details as well.
    It would also be ideal if the dispute functionality could connect to the coaching functionality so that if a…

    8 votes

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  6. Hidden/Internal Feedback Summary/Custom Fields

    It would be awesome to have the option of a separate/hidden feedback sections within scorecards only visible to analysts/teamleads/etc. The use for this would/could be:

    A. Tagging Teamleads in order to highlight specific concerns, etc. without the agent seeing our comments.

    B. Easier tracking of specific trends or issues. Example: using either a text summary OR checkboxes/dropdown menus, etc.., one could select/mention what the key areas in need of feedback are.

    1 vote

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  7. It's right in front of users to click into the Eval, but you have to scroll all the way to the right and click into a tiny icon to see the dispute itself. Would love an improved UX with a clearer call to action on opening the dispute itself

    1 vote

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  8. The "The export process may take some time depending on the number of evaluations filtered. You will receive a notification when it's finished" message blocks the menubar every time a file is exported. Have to wait for it to clear every time.

    The export behavior is also inconsistent on the platform. In some places, the file is directly downloaded whereas others requires us to go through export center.

    1 vote

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  9. Analyst ability to adjust the case comments and case email in ascending or descending order based on their preference.

    Currently the interactions are projected as first email sent and scrolling in order to most recent email at the bottom. This is different from how the case is shown in Salesforce where the most recent actions taken on the case are at the top and the oldest at the bottom.
    It would be great to have the option to have analysts change/pick the preference to see the most recent email interaction at the beginning and initial email at the bottom. This…

    1 vote

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  10. There is the ability to add custom field selections within the scorecard however the reporting only shows the occurrences - I would like this to show trends of the occurrences over time. Also, the custom fields created do not show as connected to the question it is attached to on the scorecard. For example, we have a process-related question with a department-specific customer field, but the custom feild doesn't relate to the question itself in advance reports.

    2 votes

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  11. It would be great for the feedback summary to be viewed at the top of the evaluation so the agent can read the overall summary and then delve into the particulars of each criterion.

    3 votes

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  12. I often get flagged interactions from other areas of the business, when searching the interaction manually under filters, it would be great if this is assigned in a current workload or was skipped in a past workload.

    3 votes

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  13. The client would like to have automated workloads. Whenever the workload does not get enough samples to match the ones requested when creating it (because no other interactions match the filter and date range requirement), these missing evaluations should be added automatically to the next trigger and therefore complete the quota of established tickets to evaluate.

    1 vote

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  14. Whenever we open "Interactions" under the Quality tab, it automatically loads the first filter in the list, forcing the user to wait until it finishes loading. Especially impacting when users have to go to interaction tab frequently. It should not load filters until a user selects a specific filter.

    2 votes

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  15. Evaluation preview option before sending the evaluation

    8 votes

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  16. It would be great to allow calibration participants an option to edit up until due date. I understand not wanting them to be able to keep changing to try and get the right score.

    But maybe allow one edit, I've had situations as the expert where users second guess themselves or go back and listen to a call, etc... then they want to edit but cannot.
    Maybe it could be a option/permission for certain role, even?

    2 votes

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  17. Ability to filter the evaluations by the interaction or call date, rather than just the 'Created date'. This enables us to easily export reports based on when the call was made aside from when the call was evaluated. This eliminates the need for us to open every evaluation to see if the call date falls on the current or previous month.

    2 votes

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  18. It would be great if the color of the progress in the workload can be different in different statuses. So that we can easily identify completed workload from workloads in progress. I have attached an exemplary screenshot. When the workload is 100% the progress bar turns green.

    2 votes

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  19. Allow to use specific meta-data as filter for report views

    ellos tiene unos forms en zendesk y los usan para creat filtros, entonces ahi les comente que pueden crear scorecards dedicadas también

    REPORTING: Can we filter reports/agent dashboards? For example, can we filter an agents dashboard by Ticket Form to see their performance with specific ticket types?

    Right now there is no easy ability to take QA scores and cross-reference them with key Zendesk information, be that simply tagging based (ie: show me QA scores for THESE contacts with THESE tags *or* show me QA scores for tickets with a…

    6 votes

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  20. In the "review the analyst" scorecard, allow weighting on the scorecard.
    Currently, there is no way to set the weight and when comparing evaluations the score does not match when completed. This leads to questions from analysts why the score does not match when the evaluation questions do match.

    1 vote

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