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  1. 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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  2. Evaluation preview option before sending the evaluation

    8 votes

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  3. 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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  4. 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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  5. 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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  6. 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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  7. 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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  8. 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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  9. 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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  10. 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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  11. 2 votes

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  12. 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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  13. 5 votes

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  14. 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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  15. 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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    Acknowleged  ·  1 comment  ·  Reports  ·  Admin →
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  16. 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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  17. 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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  18. 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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  19. 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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  20. Currently if I select a filter where I only want emails, I cannot add another to eliminate voice or chat, so a lot of the emails coming through are associated with phone calls or chats. Would be nice to have this feature as I'm strictly looking for an inbound customer email with a reply from a representative to review rather than skipping for a decent amount of time until I find one eligible.

    1 vote

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    Acknowleged  ·  0 comments  ·  Filters  ·  Admin →
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