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  1. For Dispute, once the case assigned to an Arbitrator gets closed, we do not have the edit access on playvox to change the decision.
    If we need to make changes after closing Disputes, we have to create a new evaluation with the same information and submit a dispute again.

    1 vote

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    Acknowleged  ·  0 comments  ·  Disputes  ·  Admin →
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  2. Zocdoc is looking for that when the agent opens a dispute and it goes directly to the original evaluator, it can also flag someone else in the team, in this case a manager.

    2 votes

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  3. When you're skipping one chat/ticket in workload, another one is not
    loading instead of skipped one, and that reduce the total amount of chats.

    3 votes

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    Acknowleged  ·  1 comment  ·  Workloads  ·  Admin →
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  4. Scenario: There is a team of agents that are evaluating agents from other teams - performing an analyst task.
    Problem: As they don't have a specific team assigned, they are not able to view disputes related to the evaluations they performed/analyzed.

    Solution: The easiest way would be to have an option in the employee role for view dispute for analysed evaluations.

    1 vote

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  5. Currently, the analyst distribution step in a workload only lets us distribute a percentage of the estimated interaction volume to be assigned. We need to be able to set a fixed number for each QA analyst to distribute the estimated volume. That way, across multiple workloads every week we can determine their total assignment.

    13 votes

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    Under Review  ·  0 comments  ·  Workloads  ·  Admin →
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  6. 1 vote

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  7. Even though every Quality Specialist has a specific distribution rate (%), same analysts have less tickets assigned than others, week after week. Ideally, Playvox would keep an eye on the overall distribution over the time of each workload to ensure that each analyst receives roughly the same amount of tickets to evaluate.

    1 vote

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    Acknowleged  ·  0 comments  ·  Workloads  ·  Admin →
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  8. When an Analyst enters an interaction ID into a Standalone workload, they should get a visual notification if that interaction is already assigned, evaluated, or calibrated so that they don't unintentionally double up on scoring and interfere with agent's QA averages.

    1 vote

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  9. When an evaluator is in the process of evaluating an interaction but needs to pause for another urgent task, the evaluator can select 'Save Draft', however, there is no explicit or clear sign that the time has been paused when they click this option. What could be good is to add a banner of some kind stating time has been paused or how much time has been spent on it so far or when the evaluator selects this option, the page could redirect them to all their evaluations and they can look up their drafts under the 'Drafts' filter. This…

    1 vote

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    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
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  10. The current view shows N/A as part of the calculation. Would be great to have a button to exclude 'Not applicable' if needed so that the % of occurrence would show only the % from when the question was applicable.

    2 votes

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  11. We created a few Skipping Categories that were relevant at the time but no longer have any use case. It would be helpful to either delete or archive these categories so the dropdown list of all selectable items becomes short and "clean" again.

    1 vote

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  12. If would be great if we could add a link to the previous evaluation or a tile where we can find a shortcut to the evaluation's reports.

    1 vote

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  13. Want to delete workloads that not needed anymore (or have like a trash button) https://flmst.net/s/2ZHqMarjHdPFXmR/preview

    Without assignments deleted immediately. They are annoying.

    2 votes

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    Acknowleged  ·  1 comment  ·  Workloads  ·  Admin →
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  14. When using a Standalone workload, the ticket ID input doesn't pull up the interaction in Playvox so analysts can't use the full scoring features, like highlighting text. This results in longer evaluation time and less specific feedback

    1 vote

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  15. Currently, workloads that are scheduled to run daily will run everyday. We do not have the ability to restrict workloads from running on certain days. If, for example, all of our QAs are off on weekends, we want to be able for the workload to not run on Saturday or Sunday.

    4 votes

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    Acknowleged  ·  2 comments  ·  Workloads  ·  Admin →
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  16. Ability to add an internal note to evaluations that are scheduled vs. completed

    2 votes

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    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
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  17. It would be nice to have the QA Reporting add a filter in for ´active users´ and ´inactive users´. When running MTD QA performance it would be useful and more accurate to filter out any of the inactive users.

    1 vote

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  18. Redistribute evaluations across multiple analysts (Team Leaders etc.) for both the substitutions (on PTO) & the re-assignments

    19 votes

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    Under Review  ·  1 comment  ·  Workloads  ·  Admin →
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  19. Currently, Workloads assign a static list of evaluations per analyst. This is not an efficient workflow for larger teams.

    A setting which ran workloads without analysts assignments would be helpful. The workload would run with the typical date, frequency and filter settings, but instead of assigning lists for each analyst, the user would add their analysts and allow them to work from an open 'bucket' of interactions.

    Analysts would take ownership of an interaction by completing the evaluation and it would be removed from the open queue of interactions.

    Users would be able to see which analysts completed evaluations and…

    14 votes

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    Under Review  ·  5 comments  ·  Workloads  ·  Admin →
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  20. On the MY TEAM ROSTER screen, have the ability to filter each table date column by selecting one or more values or from A to Z or Z to A or. This will help leaders to easily identify users with a particular shift or leave type for a specific day, especially when you manage big teams. Also having at the bottom of the table an automatic count of non blank cells for each column updated following the selected filter.

    1 vote

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    Acknowleged  ·  0 comments  ·  Filters  ·  Admin →
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