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  1. Can we add the number of evaluations/audits/records that have been completed per agent on the Quality Score by section for the Custom Reports? We believe it would be really helpful to see not only their QA average score, but the number of times every agent was evaluated during a certain period of time.

    2 votes

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  2. 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…

    4 votes

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    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
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  3. Currently it is possible to submit an evaluation with an anonymous analyst but it applies to ALL analysts (evaluations + disputes) across the board.
    There are specific processes/situations where would be helpful to be able to anonymize the evaluator (like evaluations among Senior QAs and Managers, for example).

    1 vote

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  4. Could you please add an option to create workloads to evaluate the internal comments left on the ticket by a person other than then one handling the ticket?

    Example:

    Person A is handling the ticket on Zendesk and needs help in order to solve the issue so they escalate the ticket. Person B looks at the escalation and leaves an internal comment with instructions or with the solution on the ticket and then Person A continues to solve the ticket.
    We would like to create a Workload to evaluate the internal comments left by Person B, even if the ticket…

    1 vote

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  5. Hello Playvox Team,

    We would like to have a feature request for the overview of disputes.

    Could we also get a filter overview here, where we can also save the filters without always having to reset them.

    We have noticed that we don't always have a good overview and therefore disputes have not been seen and the deadline has expired without processing.

    1 vote

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  6. Like an Agent Scorecard, please allow a "fail all" type for questions on a Review Scorecard.

    2 votes

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  7. Currently to allow users access to view the Audit logs, they have to be given access to be able to edit evaluations.
    This is causing us problems, as users want to be able to view this, but we don't want these users to have the ability to edit audits, compounded by the fact you can't report on audits that have been edited so we can't even monitor this.

    1 vote

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  8. Please consider adding transcription to audio files. This allows analysts to review longer calls without having to waste time listening to them. If an additional 'Highlighting' feature is added then you can also leave comments and feedback on specific areas of a call. This would be a huge product improvement on the QA side.

    3 votes

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  9. Allow the ability to pull cases for more than 60 days, such as 90 days, so can perform quarterly audits more easily.

    2 votes

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  10. Add Custom option for dates on the Workload Report. Looking to filter by specific time frame or month beyond this or last month.

    2 votes

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  11. 2 votes

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  12. Date filters for Review stats -currently, only filter available scorecards, analysts and status. There's no date filter which is not helpful when exporting data for a specific time period. It would be great to add this filter and other filters like the ones in the other tabs (e.g. reviewer, playvox Id, etc.)

    1 vote

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  13. Unlock the toolbar also for the comment fields at individual questions of the scorecard. The toolbar in the summary is really cool. The functions would also be handy in the individual comments to make them more organized. We give most of our feedback on question level and would therefore benefit a lot from the toolbar.

    4 votes

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  14. Add the ability to substitute a manually located interaction ID into an existing workload. When workload generated interactions aren't within scoring parameters, the substituted interaction will count as an evaluation in that workload. This would make Workload Reporting display an accurate % of evaluations completed.

    4 votes

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    Acknowleged  ·  1 comment  ·  Workloads  ·  Admin →
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  15. Within the role administration we need a separate option to (de)activate the posibility of creating evaluations within or outside of a workload. Although you can check in the report if a workload was used or not, the idea is to shut that option down and have only random contacts selected by the system and not by the evaluator.

    1 vote

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  16. Allow to set up a workload that would allow analyst to focus on a team instead of having a distributed sampling or random agents to evaluated. This will allow the analyst to create a targeted action plan or recommendation for the specific team evaluated.
    Also, can we have an option to set up workloads to just focus on current week contacts of the agents instead of pulling data from previous week. This would allow Analyst to draw conclusion on the current behavior captured on that week instead of having to evaluate contacts for past weeks.

    1 vote

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  17. It would be advantageous with respect to time savings if the "items per page" could be locked by individual users instead of having to change it every time they need to find an agent on their workload list - the default is currently 10 Thank you

    1 vote

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  18. So that we can choose to make the comment mandatory on certain questions when marking an error. If not possible to do it for just certain questions, it would still help to be able to enable this for all questions when marking an error.

    2 votes

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  19. Quality setting that allows to disable in-app notifications to Team Leaders, for every action done by the team members or at least for evaluations submitted. Right now it is only possible to disable email notifications.

    2 votes

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  20. Allow sampling by scorecard and doesn't require us to select QA Analysts names. Instead workload will pull every QA Analysts who completed an audit for that particular scorecard. Current process is challenging to add and remove QA Analyst for clients with multiple BPOs and sites.

    Additionally, Playvox blank out QAs when QAs are removed from the program but not in time to remove them from the workload list. Please see attachment

    1 vote

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