305 results found
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Interaction ID - Show Interaction ID as fetched from the integration (allow more than numbers and letters in the ID name)
Chat/Ticket ID's are generated with hyphens in our CRM tool.
Example: 4da9099a-c6bd-4641-9cf1-cbedc5279a7fHowever, Playvox is automatically removing the hyphens when the Interaction ID is created. This makes manual search time-consuming for our Quality Analyst team since they have to remove the hyphens before searching in Playvox.
Please allow the Interaction ID's to contain hyphens as well
1 vote -
View My Workload - URL Needs to Point to actual Workload
Currently, the "View My Workload" link in the "You have a new workload assigned" notification email directs the user to the Community page, not the workload.
User would like "View My Workload" URL to direct user to the specific assigned Workload.
Thanks
3 votes -
Turn Disputes on by Platform
Ability to turn Quality Disputes on or off by scorecard, not by role.
2 votes -
bulk upload/update team leaders for teams
Due to how we manage our international business on Playvox, we assign many 'Team Leaders' to a team so they are able to see the reporting for that team.
However as this has to be done manually across many many teams, it is becoming a very time consuming job to update and maintain.
Would it be possible for there to be a way to update the team leaders assigned to a team via a bulk csv upload?
1 vote -
New Analyst report: Disputes per Analyst (accepted and not accepted)
The new Analyst Report is great but we are missing Disputes per Analyst and also how many of those Disputes per analyst were accepted or rejected.
This will give insight into accuracy of evaluations and can help with coaching of Analysts.4 votes -
Calibration Export Option
Allow option to export completed calibration score. This should include both score of all participants and coaching commentaries.
3 votes -
Scorecard Language Selection
We use an external analytics tool in order to do all deeper dives into advisor and scorecard developments, etc... The problem we currently face: we evaluate some advisors in ENGLISH, others in GERMAN - thus, we use two different scorecards, meaning we have to merge the results of BOTH SCORECARDS in order to get a full picture of what is happening.
It would be AMAZING if Playvox gave one the option to create a PARENT Scorecard with CHILD Scorecards for translations into different languages - meaning regardless of which language I am evaluating in, ALL results are merged for export…
1 vote -
User management
It would be convenient to be able to designate a unique TL for each agent as we currently have agents working under the same team manager but managing different products
1 vote -
Same mistakes
Possibility to check the same mistakes the agents make inside the evaluation and deduct more points.
2 votes -
Custom Reports (beta)
right now the new quality reports beta feature is good but we can't share out custom reports (even though it says "Here you'll find custom report views to be reused or shared with your team" in app), would love to be able to share this feature!
1 vote -
"Connect" questions from different scorecards for a combined reporting
We have several scorecards for different channels, but some statements are the same across all scorecards (e.g. "Was the agent friendly?"). We are currently combing all data into an big excel sheet to get an overall picture because that's not possible in Playvox. We would have to select each scorecard separately and look at different results.
It's possible for us with Insights as well, but we would really like a similar "out-of-the-box" feature.
3 votes -
Ranking for Quality report
It would be great if we could have a view in the report that actually shows the ranking of all agents instead of only the top and bottom 5. So we can show all the report to our team and see the complete list of results
1 vote -
Seconds in interactions
There is no second's information in the time stamp of the texts communicated in FreshChat and Salesforce discussions. By this, The quality team will not be able to obtain accurate results when analyzing criteria like active listening and holding time. If at all possible, the information from the second's conversation should be added to both platforms.
1 vote -
Secondary Assessor by outcome
We would like scorecards to have the option of a second checker but only IF a certain outcome is achieved.
e.g. if the quality score is below standard, it should go to a second checker1 vote -
Disable the 'evaluate' button for all tickets that had been 'evaluated'
Have the option in Playvox to disable the 'evaluate' button for all tickets that had been 'evaluated' so te customer (Message Media) can avoid duplicate evaluations in the future.
2 votes -
Ability to exclude users from a Quality Workload
Instead of having users randomly assigned in a workload, we'd like to see a feature that allows us to exclude certain users. For example, there are analysts who also take calls in these queues but we don’t want them to get assigned to audit themselves.
1 vote -
Ability to Adjust Dispute Notifications
Currently QA Leadership (i.e. Admins, Super Admins) is not notified when a dispute is submitted, but they assign arbitrators and review submissions. Adding notifications for them is important for timely management of disputes.
8 votes -
Ability to edit and dispute Evaluation Reviews
Upon submitting an evaluation review, there should be the capability to make edits to it. Currently, if an error is noticed after submitting the review, the only option is to delete it and resubmit a corrected version. However, this results in the original review having already been transmitted through our API call, and when the corrected review is resubmitted, as it has a new ID, this causes both the original and corrected reviews to be stored in our database, leading to inaccurate data.
Additionally, there should be the ability for our evaluators to challenge evaluation reviews, similar to how agents…
5 votes -
Edit Multiple Scorecards
Enable the option to edit multiple scorecards by create always a new tab when clicking the edit button
1 vote -
Evaluate the Analyst Dispute feature
Can we have a Dispute functionality enabled for the Evaluate the Analyst workloads? This would help the Analyst to Dispute their evaluation with the evaluator and seek for score change.
14 votes
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