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70 results found

  1. 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 votes

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    5 comments  ·  Workloads  ·  Admin →
    Completed  ·  Paulina Restrepo responded

    Hey! 

    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 :) 

     

  2. 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 votes

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

    Hello, 


    Since the last release this is available in the Evaluation export csv file.


    Regards,

    Ariel from Product Management

  3. 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 votes

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

    Hello. 


    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

  4. 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 votes

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    2 comments  ·  Workloads  ·  Admin →
    Completed  ·  Paulina Restrepo responded

    Hello! 

    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 :)

  5. 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 votes

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    1 comment  ·  Workloads  ·  Admin →

  6. 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 edit

    18 votes

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    6 comments  ·  Scorecards  ·  Admin →

  7. 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

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    Completed  ·  1 comment  ·  Reports  ·  Admin →

  8. 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 vote

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    0 comments  ·  Other  ·  Admin →

  9. 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 votes

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    1 comment  ·  Workloads  ·  Admin →

  10. 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 votes

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

    Hello!


    We have good news. This was recently released.

    You can check it out in the Evaluations section.


    Regards,

    Ari from Product Management.

  11. Ability to save "Reviews" of evaluations as drafts before sending the review.

    While having the ability to review the evaluations of QA specialists is super helpful, it would be especially beneficial to have the ability to save reviews as drafts before sending them!

    5 votes

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    0 comments  ·  Evaluations  ·  Admin →
    Completed  ·  AdminKarina Ceron V (Product manager, Playvox) responded

    🎉 Exciting News! 🚀

    🌟 This idea has been completed and released. You can find details here: https://help.playvox.com/hc/en-us/articles/24410375821971-How-to-Start-a-Review

    🙌 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

  12. 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

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    0 comments  ·  Workloads  ·  Admin →

  13. 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

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    Completed  ·  1 comment  ·  Reports  ·  Admin →

  14. 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

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    0 comments  ·  Workloads  ·  Admin →

  15. 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

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    0 comments  ·  Disputes  ·  Admin →

  16. Add Monitor email/username to evaluation export

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

    2 votes

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    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

  17. 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

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    1 comment  ·  Calibrations  ·  Admin →

  18. 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

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    1 comment  ·  Workloads  ·  Admin →

  19. 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

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    0 comments  ·  Evaluations  ·  Admin →

  20. 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

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    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

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