Skip to content

Quality

Categories

JUMP TO ANOTHER FORUM

  • Hot ideas
  • Top ideas
  • New ideas
  • My feedback

312 results found

  1. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  2. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  3. Allow the ability to pull cases for more than 60 days, such as 90 days, so can perform quarterly audits more easily.

    2 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Workloads  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  4. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  5. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  2 comments  ·  Scorecards  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  6. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  1 comment  ·  Workloads  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  7. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  8. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Workloads  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  9. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  10. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Scorecards  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  11. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Settings  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  12. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Workloads  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  13. When an evaluation is saved as a draft this should stop the "evaluation time" duration calculator. Leaving an evaluation in draft overnight skews reporting.

    1 vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  14. Allow users in a different time zone to report on "Last Month", and "Last Week" data at a default time, without the results being skewed by their local time zones. This will ensure data is being accurately represented across our business without the user having to update their time zone settings each time.

    1 vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Settings  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  15. When setting permissions for scorecards it's not possible to allow someone to view and not edit. For certain roles ideally, it would be good to allow viewing but be unable to create or edit existing scorecards.

    2 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Scorecards  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  16. Could we add a tab where all the evaluations where comments where made from the agents can more easily be found?

    As a Manager and Admin it can be hard to find the evaluations where comments made. Having a feed/tab where these evaluations can be collected and easily filtered through would be a great addition and improvement!

    1 vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  17. Our security team requires we delete (or securely archive) old evaluation data. Deleting thousands of evaluations individually is not feasible.

    A process to bulk (securely archive) or delete evaluations is necessary for many organizations from a compliance perspective!

    2 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  1 comment  ·  Evaluations  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  18. User custom fields (such as Site, Vendor, etc.) data from User management can be used to filter audits in the Evaluation tab, but this data is excluded from exports of the data. Having this in the data would be beneficial.

    1 vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  19. In the new Analyst report, Analysts stats from the Review sections should be added, as there we are measuring the accuracy or Analysts. That way the Analyst report would be more complete: Not only if the analysts performed all evaluations and in what time but also how accurately.

    1 vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Reports  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  20. Having the option to add a section to the scorecard that can be hidden from the agent and does not affect the agent Quality score. Purpose of the section would be to collect business intelligence information from the interactions evaluated, like customer feedback about the product or service, procedures that make support difficult or increase customer effort. Together with CSAT surveys this will give extremely valuable insight into the business.

    2 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Scorecards  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  • Don't see your idea?