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70 results found

  1. 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

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    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

  2. 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

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    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. 

  3. 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

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    Completed  ·  0 comments  ·  Interactions  ·  Admin →

  4. 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

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    0 comments  ·  Workloads  ·  Admin →

  5. 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

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    0 comments  ·  Scorecards  ·  Admin →

  6. 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

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    0 comments  ·  Calibrations  ·  Admin →

  7. 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

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    0 comments  ·  Workloads  ·  Admin →

  8. 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

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    0 comments  ·  Calibrations  ·  Admin →

  9. 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

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    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

  10. 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

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    0 comments  ·  Calibrations  ·  Admin →
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