307 results found
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Skip evalutation
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 -
Permission option - ability to view disputes for anlyzed evaluations
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 -
Ability to set a fixed number in a workload to analyst's distribution.
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 -
1 vote
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Improve workloads % distribution logic (evaluations count per analyst)
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 -
Notify Analyst when standalone interaction is already assigned in Workloads
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 -
To improve time tracking with the "Save Draft" function for Evaluations
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 -
Button to exclude 'Not applicable' during 'Scorecard overview' report
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 -
Delete or archive Workloads Skipping Categories
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 -
Additional tile for previous week's evaluation to show next to the 'tickets', 'comments' and 'metrics' tab
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 -
Delete workloads
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 -
Allow tickets to sync from Zendesk in Standalone workloads
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 -
Ability to set the days of the week (ex. M - F) when workloads will run
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 -
Add internal note to evaluations that are scheduled
Ability to add an internal note to evaluations that are scheduled vs. completed
2 votes -
Filter added to QA Reporting for Inactive Users
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 -
Substitutions for Multiple Analysts
Redistribute evaluations across multiple analysts (Team Leaders etc.) for both the substitutions (on PTO) & the re-assignments
19 votes -
Workload Open Queue
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 -
Filter MY TEAM ROSTER screen results
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 -
Ability to select feedback reasons from 2 answer options
We current have the possibility to mark a question as Delivered, Almost There or On it's Way.
Almost There and On it's Way answers require feedback options to be selected so we can better understand why the agent did not achieve a Delivered score.
However sometime we mark the lowest scoring option 'On it's Way' and select the relevant feedback options, but the agent also displayed some of the feedback options from the 'Almost Delivered' feedback reasons, but we are unable to select these. From a reporting and feedback to agent POV it would be great to be able to…1 vote -
Reviews
Like the Calibration tab, allow a Review to be started from the Review tab, instead of just being able to start a Review from an evaluation.
1 vote
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