57 results found
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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 voteGood news! This was part of our last release.
Regards,
Ari from Playvox Product Management
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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 voteHello,
I'm happy to announce that this was released today. You can check all the info here: https://updates.playvox.com/
Regards,
Ari from Product Management
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Add Monitor email/username to evaluation export
Evaluation export only has monitor name. Cannot distinguish if Monitor shares same name.
2 votesHello,
This was added in the last Playvox release. You will find new date in the evaluation export csv file.
Regards.
Ari from Product Management
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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 votesHello!
I'm very happy to announce that we have just released this and other new features in Playvox. Go check it out: https://updates.playvox.com/en/wowza-june-is-rockin-check-out-playvoxs-new-features
Regards,
Ari from the Product team
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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 -
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 voteHello,
This was added in the last Playvox release.
Ari from Product Management
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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 votesGood news! This was part of our last release and was added as a new configuration to the process.
Regards,
Ari from Playvox Product Management
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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 votesGood news! This was part of our last release. We add more fields to the Calibrations CSV file (export)
Regards,
Ari from Playvox Product Management
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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 votesHello!
We have good news. This was recently released.
You can check it out in the Calibrations section.
Regards,
Ari from Product Management.
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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 -
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 voteHello!
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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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 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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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 votesHi! You can check more around this new feature here: https://help.playvox.com/hc/en-us/articles/18516342058771-Recurring-Calibrations
Ari from Playvox
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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 votesHello!
I'm very happy to announce that we have just released this and other new features in Playvox. Go check it out: https://updates.playvox.com/en/wowza-june-is-rockin-check-out-playvoxs-new-features
Regards,
Ari from the Product team
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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 voteHello!
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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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 voteGood news! This was part of our last release. We add more fields to the Calibrations CSV file (export)
Regards,
Ari from Playvox Product Management
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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 voteHello!
I'm very happy to announce that we have just released this and other new features in Playvox. Go check it out: https://updates.playvox.com/en/wowza-june-is-rockin-check-out-playvoxs-new-features
Regards,
Ari from the Product team
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