70 results found
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Calibration Automation
The ability to automate calibrations, similar to workloads. Currently, calibrations can be found in Interactions, but this is a manual process that is time consuming. It would be great if there was an option to 'build' a calibration (what filter it pulls from, date range, who's included, etc) and have the system pull the evaluation for you.
1 vote -
Unchecking Coaching Options
Our QA Analysts have to click the questions that they do not cover during their coaching sessions. They'd like to have the ability to uncheck all of the questions when clicking the section name (See image attached).
1 vote -
option of deleting disputes from specific roles.
The client would like to disable the option of deleting disputes from specific roles.
14 votesHello!
Today we have released the "Delete Dispute permission" in Roles management. You can check more here: https://updates.playvox.com/en/youll-fall-head-over-heels-for-these-new-features
Regards,
Ari
Playvox Product Manager
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Ability to grade any interaction in a ticket
Currently, PlayVox is set up to only allow us to grade the last interaction on a ticket when a workload is sent. For example, for agent "Joe Smith," a workload will only look for tickets where "Joe Smith" was the last one to touch the ticket.
It would be great to be able to grade other interactions in the ticket as well, such as in the beginning or the middle, and have PlayVox assign those as part of a workload. I would want our QC team to have the ability to grade tickets where "Joe Smith" interacted with a customer…
5 votes -
Reports per team
Reports per team should allow drilling down into the actual evaluations, as this is set for Reports per agent. In order to look at the actual evaluations filtered by team trends, we have to export the raw data.
6 votesHey!
I'm excited to announce that this feature has been completed and released!
When navigating the team report within the new quality reports experience you will be able to drill down from each of the report's graphs to the evaluations considered in the sample.
Please let me know what are your thoughts on this new experience and if it aligns with your needs!
Warm regards,
Pauli :)
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Export option on Reviews
Currently, there is no way to download/export the submitted reviews. We would like to have this enhancement to analyze the re-auditor findings in more detail.
14 votesGood news! This was released yesterday. You can check here: https://updates.playvox.com/en/were-ending-the-year-with-a-bang
Regards,
Ari from Product Management
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Substitutions for Multiple Analysts
Redistribute evaluations across multiple analysts (Team Leaders etc.) for both the substitutions (on PTO) & the re-assignments
21 votesHello,
We are happy to announce that this feature is now available in Playvox QM. If you want to know more you can check our October release documentation in the Help Center.
Regards,
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Enhanced Reporting on Scorecard Feedback Options
Add reporting for required feedback options on scorecard. Ex: when points aren't given and an analyst gets prompted to give feedback, they select the main reason for the deduction. Would like to see what the main contributors are to errors (something like a more detailed version of coaching opportunities by question in advanced reports)
1 voteHello, we add this new capability into the new Scorecard Report in our last release. You can check more here: https://help.playvox.com/hc/en-us/articles/12370055189651-Scorecard-Reports
Regards,
Ari from Product Management
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Workload Open Queue
Currently, Workloads assign a static list of evaluations per analyst. This is not an efficient workflow for larger teams.
A setting which ran workloads without analysts assignments would be helpful. The workload would run with the typical date, frequency and filter settings, but instead of assigning lists for each analyst, the user would add their analysts and allow them to work from an open 'bucket' of interactions.
Analysts would take ownership of an interaction by completing the evaluation and it would be removed from the open queue of interactions.
Users would be able to see which analysts completed evaluations and…
15 votesHello,
We are happy to announce that this feature is now available in Playvox QM. If you want to know more you can check our October release documentation in the Help Center.
Regards,
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Disputes be dated from the date they were submitted and not the original evaluation date
Someone else mentioned below regarding the timeframe to start a dispute. I wanted to also include an enhancement regarding how disputes are dated. Currently I'm running into the issue of missing disputes - I'm not sure when they were submitted AND recent disputes are not being shown week over week because they're dated based on the evaluation date and not when the dispute was submitted. This has been an issue with keeping up with disputes and missing them months later. This has metrics impact with updating data from prior months.
8 votes🎉 Exciting News! 🚀
🌟 This idea has been completed and released. From now on, it will be possible to better identify the date by which you are filtering disputes and you will also be able to filter them by the date of creation or submission.
🙌 Give it a try and let us know how it works for you. We are eager to hear your thoughts!
Thank you for being a part of our community! 😊
Karina from Product
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Dispute notification to agents when closed
We would like to request that similar to agents receiving notifications in their email when n evaluation was done, dispute should also send email notification to email addresses of all respective stakholders.
15 votes -
Ability to clone workloads
We need to create multiple workloads that are similar (ex. QAs assigned, scheduled time, etc.). Ability to clone workloads will lessen the time required to create them. Currently, they all have to be manually recreated.
4 votesGood news! This was released yesterday. You can check here: https://updates.playvox.com/en/were-ending-the-year-with-a-bang
Regards,
Ari from Product Management
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change the time on the workload
The client wants to be able to change the time on the workload for an earlier one.
6 votesHello!
We have good news. This was recently released.
You can check it out in the Workloads section.
Regards,
Ari from Product Management.
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Time to Submit a dispute - currently this only restricts when they can START a dispute, and they can in fact submit a dispute at anytime
We currently have a 7 day period set for advisors to raise a dispute on an evaluation. We were given the understanding that the facility within Playvox allows us to control the submission of disputes automatically.
However we have since discovered that the restriction only applies to the advisor starting the dispute within the evaluation and not when they submit it.
If started within the 7 days, they can in fact then submit it whenever they wish, meaning we are getting disputes submitted weeks and months after the audit was created.
This seems to make the function redundant as we…
8 votesHello!
This was part of our August Release. You can check more here: https://updates.playvox.com
Regards,
Ari from Playvox Product
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Ability to run/schedule workloads before the next scheduled time
Once the next scheduled run time is set (either by us or Playvox) and saved, the schedule cannot be rescheduled to an earlier time
3 votesGood news! This was part of our last release.
Regards,
Ari from Playvox Product Management
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archive vs deleting workloads
Ability to archive workloads vs deleting to have the historical data from them and also to reactivate them if needed in the future
6 votesGood news! This was released yesterday. You can check here: https://updates.playvox.com/en/were-ending-the-year-with-a-bang
Regards,
Ari from Product Management
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Option to edit Reviews after then have been submitted
Even though the option in the user management for reviews says Manage reviews (create and update) , Reviews, currently cannot be updated after they have been submitted. We would like the option to update Reviews after they have been submitted as errors can happen and we want to be able to correct mistakes to have correct data and also make sure we provide correct feedback to evaluators.
8 votes🎉 Exciting News! 🚀
Editing a submitted review is now possible.
Give it a try and let us know how it works for you.
Thank you for being a part of our community!
Karina from Product
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Improve the sign container of evaluations
Could we add a bigger button to sign the evaluations? We have many agents complaining that they can't find the signature option when looking at their scorecard. The little check box is not obvious enough for them.
13 votes🎉 Exciting News! 🚀
🌟 We've renovated the user experience for signing evaluations.
🙌 Give it a try and let us know how it works for you. We are eager to hear your thoughts!
Thank you for being a part of our community! 😊
Karina from Product
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Ability to change the Expert of a Calibration
We would like to be able to change the expert, or assign a pool of Experts to our calibrations.
We have a team of Quality Team Leaders, who run the same calibration with their individual teams each week on the same customer contact. They then come together and determine the final expert score between them, and due to holiday/sickness etc it would be great for a pool of users to be able to either be an expect on any calibration, or to be able to assign several users as an expert on a calibration.3 votes -
Save review as a draft and edit a review
Evaluations Reviews:
Drafts are created once the review scorecard is initiated and has no option to save.
In the instance of toggling between the actual playvox evaluation (selecting “view evaluation details”) and review evaluation. It does not save the information inserted and you will have to start from scratch.
After sending the reviewed evaluation, there's no option to make an edit.
5 votes🎉 Exciting News! 🚀
Saving a review as a draft and editing it after being submitted is now possible
Give it a try and let us know how it works for you.
Thank you for being a part of our community!
Karina from Product
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