345 results found
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Clone Filters
Clone filters from 1 Playvox instance to multiple instances.
It will be beneficial to clone filters from 1 Playvox instance to multiple instances.
Rather than creating filters every time for each instance, it will be helpful if we could clone filters.
This will save us time and work.1 vote -
Peer calibration feature for analyst evaluations
We are looking to implement a peer calibration process where analysts evaluate each other's completed evaluations/reviews to assess scoring consistency and alignment with quality standards.
The process should involve:
Selection: Choose a completed evaluation for each evaluator.
Assignment: Assign other team members to evaluate the same case.
Comparison: Compare the results to identify scoring misalignments across quality standards.Currently, this process is manual and requires significant effort to manage and analyze. We request a dedicated feature in Playvox that allows us to:
Select and assign evaluations for peer review.
Facilitate the comparison of results among evaluators.
Identify and address scoring…2 votes -
Ability to display case number instead of case ID in interactions and workloads tabs
Currently, in the interactions tab and workloads tab within Salesforce, the default reference ID displayed is the Case ID. However, our team primarily uses the Case Number as our reference across all other reporting tools, including Tableau. This mismatch creates additional work on the backend as we have to manually match the Case ID with the Case Number for accurate reporting.
We are requesting the ability to change the default reference ID from Case ID to Case Number in these tabs. This change would align with our reporting needs, streamline our workflow, and reduce the time spent on manual data…
2 votes -
Ability to identify the origin of completed evaluations - the ability to check if the completed case is from a workload or not.
In the evaluation tab, it would be incredibly useful to have a feature that identifies whether a completed evaluation originated from an assigned workload or from the interaction tab. Currently, there is no clear way to determine where the evaluation was initially triggered, which can lead to confusion and difficulty in tracking the source of evaluations.
Implementing a feature that tags or highlights the origin of the evaluation—whether it came from a workload or directly from the interaction tab—would enhance clarity and improve the management of evaluations. This would provide evaluators and managers with better insights and allow for more…
2 votesHi there!
Thank you for sharing your idea with us!
We will thoroughly evaluate it, and if it gains traction, it could greatly impact our roadmap.
We appreciate your contribution to our community.
Karina from Product
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Hierarchy - Multi-Site Functionality - the amalgamation of multiple instances into one.
The addition of an additional permission tier that will allow the amalgamation of multiple instances into one. This will allow reporting at an enterprise level, as we do not utilize any of the current reporting because it is site/instance-specific.
Brief specifications on how we would like the multi-site functionality to work -
Permission Tier:
Sits above the current "Team" level, consolidating multiple Teams.
Users with Group-level access can manage and compare data across all Teams within the Group.Consolidated Reporting:
Enables reporting across different instances/sites, allowing enterprise-level analytics.
Group-level users can generate reports that compare performance across Teams and instances.…
2 votesHi there!
Thank you for sharing your idea with us!
We will thoroughly evaluate it, and if it gains traction, it could greatly impact our roadmap.
We appreciate your contribution to our community.
Karina from Product
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Customize notifications for calibrations
It would be great to be able to customise the notifications related to calibration sessions. At the moment this setting is not customisable and every time an interaction is added to calibration session, the participants receive an email.
1 vote -
Hide questions marked N/A to the agent in the evaluation result page
We don't want to show the questions marked with N/A to agents on the Evaluations results page. So there's less noise on the page.
2 votes -
Evaluation Reviews Workload Auto Start Feature
Currently, once the first evaluation is finished, it goes to Review and we have to go back to the Workload tab and start the next evaluation, which impacts the workflow and creates an additional step.
It will help us if we have a feature that automatically starts the next evaluation in the workload once the first evaluation is completed without returning to the Workload tab.1 vote -
Multiple selection when filtering evaluations by scorecard custom field
When in Quality->evaluation tab we have default filters such as team/scorecard. in these we are able to do multiple selections e.g. selecting multiple teams. However if we want to filter by scorecard custom field we can select only one item. Currently if team needs a quick way how to export specific evaluations based on that field they need to perform multiple selections and then merge the documents.
1 vote -
Multiple Helpshift integration flags
Advisors work on different Helpshift instances and switch between queues or titles based on business needs. Playvox, however, has a limitation where each advisor can be linked to only one Helpshift integration flag. This means an advisor can only have their data pulled from one Helpshift instance in Playvox. If advisors switch from Helpshift A to Helpshift B midweek, Playvox will only pull data from the instance they are flagged with, preventing the evaluation of their cases on Helpshift B. An option to have multiple Helpshift integration or a workaround to have cases to be pulled up for the same…
1 voteHi there!
Thank you for sharing your idea with us!
We will thoroughly evaluate it, and if it gains traction, it could greatly impact our roadmap.
We appreciate your contribution to our community.
Karina from Product
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Add a confirmation button
It would be great to add a second confirmation button that must be acknowledged/clicked before any calibration is officially submitted, rather than just clicking "Send Evaluation" and it is sent right away.
1 vote -
I'd like to see all agents accross all teams and their performancea in the Overview Report
In the overview report, I'd like to see all agents across all teams and their main KPIs.
Also, I'd like to export this information, not just from the agents displayed in the graph but the entire list.2 votes -
Custom Fields on Calibration
We would like to have the option to include custom fields when creating a Calibration (For example, including a textbox where we can include the Week number to easily filter those calibration sessions), and then they can be displayed on the Calibration details (under summary).
1 vote -
Disputes: N/A option in the dispute validity in addition to accept and reject
Have a N/A option in the dispute validity in addition to accept and reject. This option should apply when the dispute had to be nullified since it was a gray area and the dispute wasn't valid for either of the stakeholders involved.
2 votes -
Display interaction name and date in the evaluation list
Hi Team,
In the current evaluations tab, the headers are not sufficient for our users to identify the characteristics of those evaluations. We need more information on this tab. So far, there are filters for the custom header fields we created for the scorecard, but it is not convenient for users as every single time, they need extra steps to find a particular interaction.
For example, can we display the interaction date, interaction name, and some other variables there according to the metadata we want to see by default?
Another option is for Playvox to capture the metadate of the…
1 voteHi!
Thank you for sharing your ideas with us!
Your idea will be carefully evaluated. If it gains traction, it could significantly influence our development roadmap.
Thanks for being a valuable part of our community.
Karina from Product
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Unlock the permission for the custom fields to be available for other roles and all reports
Hi Team,
Can you add filters for the custom fields from our scorecards(Channel, Language, Issue Type, Primary Issue, Rating, Query type, RCA) to the Section, Question, Analyst, Team, Agent reports, and Quality overview reports?
We have that available on the 'Scorecard reports', but this is not available to everyone except for admin and super admins users.
Basically, We need the reports to be very flexible for everyone who is using it.
Use case:
We are able to see the performance per custom field, and compare performance across different channels, languages, issue types, and primary issues, etc. in one go, without…1 vote -
Auto-capture metadata for interactions in the evaluation stage
Hi team,
We need the system to be able to auto-fill some of the objects that are listed in the "Info" of an interaction, so we don't have to manually fill them in the scorecard every time we perform an audit.
This is important as it helps reduce the users' manual input for all evaluations and can significantly save their time considering the total amount of evaluations they do in a month.The info contains original data from an interaction that we pushed to Playvox, and the evaluation form has the same or similar names in the custom fields to…
1 voteHi there!
Thank you for sharing your idea with us!
We will thoroughly evaluate it, and if it gains traction, it could greatly impact our roadmap.
We appreciate your contribution to our community.
Karina from Product
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Have the ability to recover deleted evaluations or Archive
There is no option to undo the deletion of samples, making accidental deletions permanent and risking critical data loss.
1 vote -
Weighted workloads
When creating workloads we would like to define the percentage or tickets that would be evaluated for different topics. For example, we would like to create a workload with 60% of the interactions related to orders and 40% to Gigs, however at the moment we have to calculate the number of evaluations manualy and create separate workloads for each of the topics.
1 vote -
Filter using Satisfaction Date
Allow to filter via satisfaction data from Zendesk. We need this as we report based on satisfaction date for cSAT performance. Currently, we're only able to filter using created date, solved at or updated at date.
2 votes
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