57 results found
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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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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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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 -
Workload analyst improve navigation flow when evaluating
I would like for there to be a feature where once you have started a workload and finished your first evaluation, it automatically goes to the next evaluation in the workload.
Currently, once I finish with an evaluation, I have to go back to the workload and start a new evaluation which creates unnecessary steps and has proven to be inefficient for my workflow.13 votesHey!
I'm excited to announce that this feature has been completed and released!
Now you'll be able to efficiently evaluate tickets within a workload assignment, reducing time, effort, and clicks while completing this process!
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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Include the date of whan the evaluation was signed
Include the date of when the evaluation was signed by the agent on the export report or Playvox Evalaution reports.
2 votesHello,
Since the last release this is available in the Evaluation export csv file.
Regards,
Ariel from Product Management
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Adding workload deadline tab for Analyst.
It would be great if we can have a deadline tab for the workload list to filter the workloads and re-arrange the workload list depending deadline date.
6 votesHello!
I'm happy to share that this idea has been completed and released in today's customer release.
I'd love to hear your thoughts on it!
Pauli :)
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Workload: To move evaluations from one analyst to another
When there are multiple analysts assigned to a workload, it would be great to have the ability to swap or relinquish an evaluation for a particular employee to another analyst. The purpose would be to eliminate potential bias, in the event that the analyst is the agent's direct manager or if there is a conflict between those parties that could lead to an assumption of bias.
14 votesHello!
I'm happy to announce that the idea was release this week. You can check it here: https://updates.playvox.com/
Ari (Product Manager) from Playvox
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Export Scorecard in PDF format
Have the ability to view and export the scorecard in a pdf format and print it. This is useful for meetings and for employee training sessions.
Adding an edit18 votesHello! I'm happy to announce that yesterday we release the new scorecard option to export to PDF!
You can read more here: https://help.playvox.com/hc/en-us/articles/5480596108051-Managing-Scorecards#h_01GF3S32F8M7RC634E5Y51FDMJ
Regards!
Ari from Playvox Product Management
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Adding the date the evaluation is submitted not only the date the evaluation is created
Adding the date the evaluation is submitted. Currently when viewing the tab it is only possible to see the date the evaluation is created but this causes a slight issue when a QA starts an evaluation on the Monday and only submits it a few days after.
5 votesHello.
Now you can see the created and submitted date of the evaluation inside the Evaluation log of each new evaluation.
Regards.
Ari from Product Management
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Pull reports on scorecard header filters not just custom filters
We can add header filters in scorecards which we can use to filter evaluations in the evaluations tab however it would be beneficial to be able to filter on these in reports much like we can custom filters within the scorecard.
5 votes -
Show full name / username in Reviews dashboard
Show both reviewer and analysts full name in the dashboard. We have multiple people with the same name. Add ability to show username when their name is hovered over. We have multiple people with same first name and last name.
1 voteHi! The review list now shows the name and last name of users.
Ari from Playvox
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Making adding a comment when skipping an interaction optional
We can create skipping categories in settings, but analysts still need to add a comment when skipping an interaction, this is an extra unnecessary step when you have the quantitative data from the categories you set. Having the option to remove this as mandatory in settings would be ideal for each client to personalise as needed.
6 votesHello!
I'm happy to announce that the idea was release this week. You can check it here: https://updates.playvox.com/
Ari (Product Manager) from Playvox
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Marking evaluations that have received coaching
Marking evaluations that have received coaching. When a coach has selected an evaluation for Quality coaching, it should show in the Evaluation overview next to QA Creation date adding a Coaching date. This would help identifying if all critical quality coaching has been done and if it was done on time. As we are working with COPC guidelines, it would be very important to have a fast overview if all failed QAs have been coached on time.
15 votesHello!
We have good news. This was recently released.
You can check it out in the Evaluations section.
Regards,
Ari from Product Management.
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Complete list of the tickets assigned in a workload
To have access to all workloads interactions and its metadata, not only a random sample of them.
Context: when a manager wants to verify the list of tickets assigned, either completed or not, in a workload, they click on the number of tickets in that assignment (it can be 67, for example), but Playvox will only display a sample of 11 or 12 tickets. Managers wants to be able to see the full list of assigned tickets so they can audit internally.5 votesHello!
I'm happy to announce that the idea was release this week.
Ari (Product Manager) from Playvox
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Reports to be filtered by several QA Analysts
Would be great to have a way to choose several QA Analysts when building the reports.
Now it is only possible to choose one Analyst to see their Quality stats1 vote
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