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  1. 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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  2. 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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  3. 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

    4 votes

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    Acknowleged  ·  1 comment  ·  Workloads  ·  Admin →
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  4. 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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  5. We recently went through some attrition and had to deactivate some agents, we noticed that even though the agents are deactivated all of their evaluations are still affecting our overall QA and the only way to get rid of these is to delete them. Currently, the only way around this reporting-wise is to look into Insights, or more so manually via our analytics team.

    Would love to see an option introduced where maybe we can archive these reviews when an agent is deactivated instead of deleting them, so we can toggle this information when needed.

    1 vote

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    Acknowleged  ·  0 comments  ·  Reports  ·  Admin →
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  6. 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.

    3 votes

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    Acknowleged  ·  1 comment  ·  Evaluations  ·  Admin →
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  7. To be able to see in the “Reporting” tab results from the fail reasons in the scorecard. Right now, we have to manually pull from “Evaluations” into Excel and make pivot tables from there.

    3 votes

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  8. Wants a cumulative report highlighting insight on specific agents to figure out which area they are failing in and or excelling in.

    4 votes

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  9. Have the ability to create your own custom filters at the settings level (reports tab, scorecard, employee profile etc.) they would all be possible to use as filters. Example: you could have a category for a line of business so you can see results at an aggregate level without needing to export.

    4 votes

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    Acknowleged  ·  0 comments  ·  Filters  ·  Admin →
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  10. The client would want for the expert in a calibration session, to see the answers of all the participants in the session before he sends his own evaluation.

    2 votes

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    Acknowleged  ·  0 comments  ·  Calibrations  ·  Admin →
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  11. 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.

    3 votes

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    Acknowleged  ·  0 comments  ·  Reports  ·  Admin →
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  12. 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…

    10 votes

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    Acknowleged  ·  0 comments  ·  Disputes  ·  Admin →
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  13. Having the question description only show up while hovering over the "?" is terrible. It should be visible at all times.

    3 votes

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    Acknowleged  ·  0 comments  ·  Scorecards  ·  Admin →
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  14. There is currently no dashboard view to get an overall average overview for all agents and all sections. There is also no view to see a team's average section score by month. These are integral for reporting purposes. To be able to quickly and accurately share easy to understand overviews with our Leadership team would save us lots of time. It can be frustrating exporting many different types of reports to get only partial information to build my own report outside of Playvox.

    5 votes

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  15. Include custome fields under DISPLAY FIELD.

    Incluir el custome field "Numero de Pedido de la PQR" como DISPLAY FIELD dentro de los filtros por Zendesk.

    2 votes

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    Acknowleged  ·  1 comment  ·  Filters  ·  Admin →
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  16. Ability to add/upload screenshots on review scorecards. Currently this is not an option

    1 vote

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  17. 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.

    4 votes

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  18. Add all comments from the comment box inside the evaluations when exporting that data.

    5 votes

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    Acknowleged  ·  1 comment  ·  Evaluations  ·  Admin →
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  19. 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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    Acknowleged  ·  0 comments  ·  Scorecards  ·  Admin →
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  20. 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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