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  1. We'd like to fetch the feedback data from the answers in the evaluations.

    When doing that we faced an error that comes from the fact that the "value" field inside the feedback object has both string (for Multiple Choice feedback options) and array (for Checkboxes) types of data.

    So to be able to fetch that field, it should always be an array of string(s).

    1 vote

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    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
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  2. To be able to organize the agents in the workload by alphabetic order so it easier to find them

    3 votes

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    Acknowleged  ·  0 comments  ·  Workloads  ·  Admin →
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  3. We need to have an exportable report that captures errors found within a section of an evaluation, and includes comments by the analyst.

    1 vote

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  4. Participation lists for Calibrations have been implemented (yay!) but they cannot be edited or deleted after creation. We need this to be added ASAP

    5 votes

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    Acknowleged  ·  3 comments  ·  Calibrations  ·  Admin →
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  5. Chrome extension so that analysts can fill in the scorecard directly within the CRM for CRMs that do not have an out of the box integration.

    1 vote

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  6. When viewing a Quality report, it would be good to be able to toggle the measure showing between daily/weekly/monthly rather than it automatically choosing the measure to show based on the timeframe

    3 votes

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  7. Example -
    For a QAed Case which has already been evaluated and scheduled on the tool, lets say for a deadline of Oct 20, we should have an option to revise the release date to a new deadline incase I want to make some changes to the evals or get it reviewed further and hence delay the evaluation delivery.

    1 vote

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  8. For the NA answers on the scorecards, make an option to either make it a 0, or the same score as the YES answer. So many teams want the second option and that means you have to manually enter the NA with the same points as YES.

    2 votes

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    Acknowleged  ·  0 comments  ·  Scorecards  ·  Admin →
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  9. Evaluations can be made as part of a workload or not.
    It would be helpful to identify when an evaluation was made as part of a workload and display the name of the workload in the evaluation.

    1 vote

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  10. We would like to have the feature to add a template for the agents who file a dispute. The best option is when a dispute is started, the template directly appears in the field to leave the arguments. Thanks!

    1 vote

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    Acknowleged  ·  0 comments  ·  Disputes  ·  Admin →
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  11. 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.

    5 votes

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  12. We would like to have the Closed Date for the disputes that are completed. This could be added on the Dispute details (when you open them) or as a column on the Disputes table.

    2 votes

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    Acknowleged  ·  1 comment  ·  Disputes  ·  Admin →
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  13. Changing the user/agent selected even after evaluation is saved/sent.
    We should be able to change the user/agent selected even after evaluation is saved/sent. We can currently change the date, time, link to the interaction, etc. BUT we still cannot change the selected user name for which we're making the evaluation. Please, make this field editable, so that we can correct and amend scorecards efficiently. Thanks.

    5 votes

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    Acknowleged  ·  2 comments  ·  Evaluations  ·  Admin →
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  14. Allow option to export completed calibration score. This should include both score of all participants and coaching commentaries.

    4 votes

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    Acknowleged  ·  0 comments  ·  Calibrations  ·  Admin →
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  15. Please create an option to publish reports on the web. Instead of exporting a report every week/month, we can have a URL so anyone with the link can view it, even without the need to authenticate (people having no Playvox user).

    1 vote

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  16. Chat/Ticket ID's are generated with hyphens in our CRM tool.
    Example: 4da9099a-c6bd-4641-9cf1-cbedc5279a7f

    However, 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

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  17. 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

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    Started  ·  0 comments  ·  Workloads  ·  Admin →
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  18. Ability to turn Quality Disputes on or off by scorecard, not by role.

    2 votes

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    Acknowleged  ·  1 comment  ·  Disputes  ·  Admin →
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  19. Add Custom option for dates on the Workload Report. Looking to filter by specific time frame or month beyond this or last month.

    4 votes

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    Acknowleged  ·  0 comments  ·  Workloads  ·  Admin →
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  20. 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…

    2 votes

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    Acknowleged  ·  0 comments  ·  Workloads  ·  Admin →
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