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  1. I'm loving the new layout and ability to edit the list of the main Calibration page but it would be great if the edits made to the column size were saved so if we leave the page and come back the changes remain.

    Additionally, saving specific filters on any page (reports, workloads, calibrations ... etc) would be helpful.

    Can we also bring back the option to 'open in a new tab' when right clicking the view button on calibrations.

    1 vote

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  2. In some cases we no longer need specific custom field or an option in it.
    as it has no affect to the scorecard scoring, it would be nice to have an option to archive whole CF or a selection of the CF if the information is outdated.
    now if we need to do such change we need to archive scorecard in all pages + launch a new one. It's rather time consuming task to perform for a minor change

    1 vote

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  3. We would like a deep link created for Five9 phone calls so that we can bring them in as calls and build a channel specific workload.

    1 vote

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    Great news! 🎉 Your idea is moving forward!🎉

    Your idea is now officially part of our roadmap. We're excited to bring your vision to life and appreciate your valuable contribution.

    Stay tuned for updates as we work to make it a reality!😊

    Karina from Product

  4. Reports: present monthly comparative error recurrence across all views, team, agent and scorecard.

    2 votes

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  5. When we review a conversation, we click the “General Info” tab, and then click “Conversation”, but the conversation goes back to the beginning and not where we left it.

    As a team, we believe it would be nice for the conversation to stay where we left it, just to avoid scrolling a bit more.

    1 vote

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  6. For standalone workload, it's better to have detection of duplicate interaction ID to avoid reductant audit on the same sample.

    1 vote

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  7. When performing a quality evaluation in Playvox, an alphanumeric Interactions ID is generated in scorecards. This deviation from the uniformity of Salesforce Case Numbers complicates the process of identifying the corresponding case in Salesforce. The use of the Case Number as a distinct identifier, prominently featured in all quality evaluation scorecards, is suggested to streamline and enhance the efficiency of the process. Can we expect to have this change implemented quickly?
    For reference, I can give you the ticket I have with the Playvox team - #28210

    1 vote

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  8. Hi PlayVox Team,

    We want to request to have an additional column for the agent name under Calibrations. The addition of the filter will make it easier for team leaders and quality assurance personnel to identify which agents have already undergone calibration quickly.

    Hoping to add this feature on PlayVox

    1 vote

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  9. After sending a workload that can't be edited, we would like to be able to mark employees if they're on vacation or sick so we can know the reason that the analyst didn't complete their workload, also for future reference as there is no data to prove why this employee hasn't been evaluated.

    include columns for start and end dates, as well as the reason for the absence.

    4 votes

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  10. My team and I are using the PlayVox disputes page, and to be able to analyze the disputes we need the interaction ID to be implemented, which would be, for example, pusher-chats.5db5ba31-152e-4baf-9464-677ed65dbd6e. 20230913191139.

    What we want is for an Interaction id column to be added next to the Evaluation column on the disputes page or within the Excel file, since there is an export to excel option.

    I am sending a screenshot of the disputes page where the Interaction id column should be in accordance with my suggestion. Thanks

    2 votes

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  11. The ability to increase the number of users in calibrations, up to 500, through an upload feature. Currently, users have to be manually and individually selected.

    2 votes

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  12. We'd love to add an option on the scorecards to prevent QA Analysts from entering dates set in the future. This causes some discrepancies in their data.

    2 votes

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  13. Scorecards: PlayVox currently offers the option of creating tags within a criterion, but does not generate a report on them, we understand that if there is information in a scorecard criterion it is relevant and that is why we insert it, therefore it could have synthetic this in some scorecard report.

    1 vote

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  14. Reviews: does not deliver reports on offenders, we are unable to see which scorecard review criteria the person made the most mistakes, so we continue using it as a quality scorecard that delivers this report, in addition to feeling that viewing the evaluation does not have the same quality than that of the normal assessment.

    1 vote

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  15. Scorecards: lack of option to attach images to criteria comments.

    1 vote

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  16. Confidence coefficient: today we develop this manually, but a statistical data that guarantees the quality of the sample is the confidence coefficient; If Playvox made this automatic calculation available, it would greatly facilitate the creation of workloads and also the monthly result of the reliability of the evaluations sent.

    1 vote

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  17. Disputes: it does not generate reports that would be very important for us, such as a comparison of evaluations sent, contested, accepted and not accepted, both by analyst, agent, team and scorecard, we have to do this manually outside of Playvox.

    1 vote

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  18. Workloads: justify the non-evaluation of an agent, in the case of vacation, certificate, exclude this person from the load and insert a justification for the leader.

    1 vote

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  19. Workloads: they are inactivated as soon as the period for them to be completed ends but they still appear to the analyst as pending, however if we delete them so they no longer appear to the analyst, they also no longer appear in the workload reports.

    1 vote

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  20. We would love the ability to edit scorecards after publishing, specifically the feedback sections, to be re-enabled or even improved upon with more edit options so we don't have to clone and archive when we want to update our cards.

    This would improve our efficiency and clean up the DOMO reporting as well.

    3 votes

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