Skip to content
← Welcome to the Playvox Idea Portal

Quality

Quality

Categories

JUMP TO ANOTHER FORUM

(thinking…)

Improvements to our Quality product

(thinking…)

Enter your idea and we'll search to see if someone has already suggested it.

If a similar idea already exists, you can support and comment on it.

If it doesn't exist, you can post your idea so others can support it.

Enter your idea and we'll search to see if someone has already suggested it.

  • Hot ideas
  • Top ideas
  • New ideas
  • My feedback

59 results found

  1. 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 votes

    We're glad you're here

    Please sign in to leave feedback
    Signed in as (Sign out)
    Close
    Close

    We’ll send you updates on this idea

    0 comments  ·  Workloads  ·  Admin →

  2. 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 stats

    1 vote

    We're glad you're here

    Please sign in to leave feedback
    Signed in as (Sign out)
    Close
    Close

    We’ll send you updates on this idea

    Completed  ·  1 comment  ·  Reports  ·  Admin →

  3. Ability to change workloads to run earlier without needing to skip a week or redo the whole workload

    Some weeks workloads may need to run later and then moved back to run earlier to give analysts the most time during the week to complete. Right now this is not possible - once a workload is set to run at a later time and/or date you can never move it earlier.

    1 vote

    We're glad you're here

    Please sign in to leave feedback
    Signed in as (Sign out)
    Close
    Close

    We’ll send you updates on this idea

    0 comments  ·  Workloads  ·  Admin →

  4. Ability to search disputes by Dispute ID and Evaluation ID

    It takes significant time to search for disputes as there is no ability to search by the dispute ID and/or evaluation ID.

    1 vote

    We're glad you're here

    Please sign in to leave feedback
    Signed in as (Sign out)
    Close
    Close

    We’ll send you updates on this idea

    0 comments  ·  Disputes  ·  Admin →

  5. Add Monitor email/username to evaluation export

    Evaluation export only has monitor name. Cannot distinguish if Monitor shares same name.

    2 votes

    We're glad you're here

    Please sign in to leave feedback
    Signed in as (Sign out)
    Close
    Close

    We’ll send you updates on this idea

    0 comments  ·  Evaluations  ·  Admin →
    Completed  ·  Adminariel (Admin, Playvox) responded

    Hello,


    This was added in the last Playvox release. You will find new date in the evaluation export csv file.


    Regards.

    Ari from Product Management

  6. ETA Filters (categories)

    It would be beneficial to be able to add the category to the evaluate the analyst in order to have same labeling and afterwards filtering possibility for both types of evaluations.

    3 votes

    We're glad you're here

    Please sign in to leave feedback
    Signed in as (Sign out)
    Close
    Close

    We’ll send you updates on this idea

    1 comment  ·  Calibrations  ·  Admin →

  7. Workload evaluate interactions with multiple agents

    One of them is related to the possibility of changing the ticket agent, I mean, the ticket was transferred from one agent to another and the analyst is able to decide who shall be evaluated. Please see below the link to the recording. As the meeting was in Spanish, it will be ok to understand what they are asking

    "Hey Juan -- in the workload feature, it seems that very often the agent that Playvox is automatically determining to be the owner is in fact not the agent that we would like to evaluate. Is it possible to manually change the…

    9 votes

    We're glad you're here

    Please sign in to leave feedback
    Signed in as (Sign out)
    Close
    Close

    We’ll send you updates on this idea

    1 comment  ·  Workloads  ·  Admin →

  8. Be able to export evaluations with "Pending Approval" status for reporting purposes.

    Be able to export evaluations with "Pending Approval" status for reporting purposes. Else we would need a report in Playvox to cover this need.

    1 vote

    We're glad you're here

    Please sign in to leave feedback
    Signed in as (Sign out)
    Close
    Close

    We’ll send you updates on this idea

    0 comments  ·  Evaluations  ·  Admin →

  9. calibration custom fields to be pre-filled with the information that was placed in the original evaluation

    In scorecards we do have custom fields which are added each time when the evaluation is being done (ticket language, link to the member profile, link to the item listing, if an agent is a newbie, etc)
    the custom fields have no effect on calibration score, but nevertheless needs to be re-entered on each calibration session (both evaluate the analyst and evaluate the agent).
    This is a time consuming manual process, as the information is already filled in once the evaluation is being done - we need to re-enter the same data once calibration is being done.
    We would need…

    5 votes

    We're glad you're here

    Please sign in to leave feedback
    Signed in as (Sign out)
    Close
    Close

    We’ll send you updates on this idea

    0 comments  ·  Calibrations  ·  Admin →
    Completed  ·  Adminariel (Admin, Playvox) responded

    Good news! This was part of our last release and was added as a new configuration to the process.


    Regards,

    Ari from Playvox Product Management

  10. Calibrations export data to include Evaluation # ID

    Calibrations export data to include Evaluation # ID
    Actualemnte es posible ver el Evaluation # ID dentro de Playvox. Sin embargo, esta data no se ve reflejada cuando se exporta la información en el CSV file. Únicamente se ve dentro de Playvox.

    2 votes

    We're glad you're here

    Please sign in to leave feedback
    Signed in as (Sign out)
    Close
    Close

    We’ll send you updates on this idea

    0 comments  ·  Calibrations  ·  Admin →
    Completed  ·  Adminariel (Admin, Playvox) responded

    Good news! This was part of our last release. We add more fields to the Calibrations CSV file (export)


    Regards,

    Ari from Playvox Product Management

  11. Interaction ID Filter on Calibrations tab

    I'd like to have an Interaction ID filter on the calibrations tab.
    When searching for calibrations, sometimes we don't have the calibration number but the interaction ID and it takes too long to find the desired evaluation.

    3 votes

    We're glad you're here

    Please sign in to leave feedback
    Signed in as (Sign out)
    Close
    Close

    We’ll send you updates on this idea

    0 comments  ·  Calibrations  ·  Admin →
    Completed  ·  Adminariel (Admin, Playvox) responded

    Hello!


    We have good news. This was recently released. 

    You can check it out in the Calibrations section.


    Regards,

    Ari from Product Management. 

  12. Visibility of Internal reply

    We usually involved other department whenever there are cases that requires endorsement. Other departments reply back to us using the internal comments (Only the agent and the other department can see). Is there a way that Interactions can also capture this in salesforce?

    1 vote

    We're glad you're here

    Please sign in to leave feedback
    Signed in as (Sign out)
    Close
    Close

    We’ll send you updates on this idea

    Completed  ·  0 comments  ·  Interactions  ·  Admin →

  13. Skip Previous Workload Interactions

    It would be great to have the ability to skip previous workload interactions. If I missed a workload earlier in the week and go back to do them, but when I go back to do them, the interaction is not review worthy. I want to be able to skip just like in a normal workload.

    1 vote

    We're glad you're here

    Please sign in to leave feedback
    Signed in as (Sign out)
    Close
    Close

    We’ll send you updates on this idea

    0 comments  ·  Workloads  ·  Admin →

  14. Scorecard Names Column Update

    The score card names are cut off. I need to see the full score card name without having to hover over each 1. Customize the width of the name column, allowing me to see the full names.

    2 votes

    We're glad you're here

    Please sign in to leave feedback
    Signed in as (Sign out)
    Close
    Close

    We’ll send you updates on this idea

    0 comments  ·  Scorecards  ·  Admin →

  15. Workloads for Calibrations

    Create Workloads for Calibration (multiple interactions) and assign to multiple QA’s (similar to current QA workloads). Select team, randomize “x” number of cases within criteria (criteria to define), assigned quality analyst, scorecard, end date, Calibration name.

    4 votes

    We're glad you're here

    Please sign in to leave feedback
    Signed in as (Sign out)
    Close
    Close

    We’ll send you updates on this idea

    0 comments  ·  Calibrations  ·  Admin →

  16. Filter on assigned pending and draft workloads rather than order only

    When looking at my workloads, being able to filter between active and draft workloads instead of just ordering them by status. Much like the feature in the evaluations section where you can filter on completed or draft evaluations

    2 votes

    We're glad you're here

    Please sign in to leave feedback
    Signed in as (Sign out)
    Close
    Close

    We’ll send you updates on this idea

    0 comments  ·  Workloads  ·  Admin →

  17. Calibration API Endpoint - add required feedback detail

    In the calibration API endpoint, add the granularity of the required feedback fields information for a complete analysis of the results.

    1 vote

    We're glad you're here

    Please sign in to leave feedback
    Signed in as (Sign out)
    Close
    Close

    We’ll send you updates on this idea

    0 comments  ·  Calibrations  ·  Admin →

  18. Calibrations export data to include analyst's email

    Exported raw data from Calibrations should include user's (analysts, experts etc) emails, to keep consistency with the unique identifier from each user.

    1 vote

    We're glad you're here

    Please sign in to leave feedback
    Signed in as (Sign out)
    Close
    Close

    We’ll send you updates on this idea

    0 comments  ·  Calibrations  ·  Admin →
    Completed  ·  Adminariel (Admin, Playvox) responded

    Good news! This was part of our last release. We add more fields to the Calibrations CSV file (export)


    Regards,

    Ari from Playvox Product Management

  19. ETA + Review Process

    Ability to conduct a blind Evaluate the Analyst & then automatically be taken to the review process to be able to provide qualitative feedback.

    1 vote

    We're glad you're here

    Please sign in to leave feedback
    Signed in as (Sign out)
    Close
    Close

    We’ll send you updates on this idea

    0 comments  ·  Calibrations  ·  Admin →
1 3 Next →
  • Don't see your idea?