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  1. There is no option on a review scorecard to have a scale score (eg. 0-5) only 'points'. There are questions that need to be marked on a scale.

    1 vote

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  2. It would be very helpful to see the average scorecard question results based on Calibrations.

    Example:

    Feature the Analyst's average scorecard question results for a specific period of time

    VS.

    The Expert's avg. scorecard question results for the same period of time.

    Similarly, it would be very helpful to feature said data in the API for easier exporting.

    2 votes

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  3. In calibration system represents the answer and the comment, but there is no visibilty of the selected feedback, thus the calibrations do not represent the full picture of the evaluation.

    It would be useful to have an option to add feedback as part of the calibration, in order to cover all of the areas

    1 vote

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  4. In the scoresheet we would like to minus score for each wrong answer but don’t allow the final score to be negative.

    For e.g. right now if agent fails all of the answers they are able to gather for e.g. -200 score for x scorecard, we are looking for a set up where the lowest possible score would be zero and it wouldn’t go below 0

    1 vote

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  5. 2 votes

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  6. For QA filters, it would be great to add a filter for requiring an agent to have had at least 2 interaction within a thread and/or were the last ones to have connected with the guest.

    This would help us ensure that agents we are evaluating are the ones who finished the conversation and it would help us ensure that the person we were evaluating had a substantial impact on the conversation.

    1 vote

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  7. 5 votes

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  8. Much like the description line underneath each criteria question, to be able to add the marking guide of what is considered 'Achieved' or 'not achieved' for agents to see what we look for / consider when reviewing. We currently have these in word docs but it would be great to have these in PV.

    1 vote

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  9. Improve the filters to be able to easier select different teams and scorecards.
    Today you have to select them one by one.
    We should be able to select several boxes at a time, have a multiple select option.
    Actually having teams on different levels would be great.

    5 votes

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  10. 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.

    1 vote

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  11. Posibilidad de crear una opción donde el asesor (Agente) al posser más de 2 o más auditorias desaprobadas no se le permita cargar más evaluaciones hasta que se le cargue una sesión de coaching.

    1 vote

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  12. For the audio interactions, it would be helpful to have the sound waves back so people can see where are the silent moments and jump them.

    1 vote

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  13. It would be beneficial to add a text box field on a scorecard in which formatting is allowed for the text. This would be helpful to create a checklist/task to perform for certain questions.

    The question description field currently in place in Playvox, does not allow us to edit the format for the text body.

    1 vote

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  14. Currently the only way to find when exact calibration was completed_at is only through the API.
    Given that this field is used by the system to find calibrations over a period of time, it would be extremely useful to have it visible in the system

    1 vote

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  15. currently, you can only create filters based on fields in a task/event/case or Live chat in salesforce. Being able to link filters to tasks in reports in salesforce will help create more targeted evaluations (while still random and objective) without having developer work done to add and remove fields from entities.

    1 vote

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  16. 3 votes

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  17. Consider adding an option for the scorecard sections to be collapsed when opened for evaluation. This makes the scorecard well-ordered and saves time for the QA Analysts from scrolling through each sections, especially for the sections containing multiple questions. In practice QA Analysts are well-aware of all evaluation criteria and there's no need to look into every single question.

    2 votes

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  18. When an agent is deactivated, although the results are still available on the platform it is no longer possible to filter by that agent on the evaluations page and easily find the information.

    1 vote

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  19. Evaluations can be made as part of a workload or not.
    It would be helpful to identify when an evaluation was made as part of a workload and display the name of the workload in the evaluation.

    0 votes

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  20. If X specific custom field option is chosen in an evaluation, enroll in a course

    Example: If I create a custom field name "soft skills", I can create a rule to enroll agent at "soft skills" course when I selected that field on evaluation

    0 votes

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