284 results found
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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 -
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 -
Evaluate the Analyst/Reviews: Add Time Tracker information
We would like to be able to track the time to complete (similar to Evaluations), so that we can track QA productivity as well as compare original auditing time to evaluator review time.
4 votes -
Disputes be dated from the date they were submitted and not the original evaluation date
Someone else mentioned below regarding the timeframe to start a dispute. I wanted to also include an enhancement regarding how disputes are dated. Currently I'm running into the issue of missing disputes - I'm not sure when they were submitted AND recent disputes are not being shown week over week because they're dated based on the evaluation date and not when the dispute was submitted. This has been an issue with keeping up with disputes and missing them months later. This has metrics impact with updating data from prior months.
8 votes -
Option to show only Effectiveness (pass rate) instead of QA score
We would like our agents to see the Effectiveness score or pass rate of their evaluations rather than the QA score as we work with COPC standards. Also in the reporting section and the Recommendations pass rate or Critical error rate would be more significant and helpful for our quality program.
1 vote -
Restrict the result view for participants of a calibration to their own result only
Currently calibrations results form part of our auditors KPI's. Being able to see how everyone else is performing in calibrations is causing problems and could mean we are unable to continue to move from our calibrations from our current platform, and into Playvox.
Please can there be the ability within roles management to set what any role can view eg: own, team, all. Thank you.6 votes -
Add feedback options to scale question type
We use feedback options as "tags" to create more reporting insights. Currently this option is only available if we go with a "Points" based question type. This can be setup with Points, but a slider or scale option has a nicer look and keeps the scorecard more condensed (it takes several seconds to scroll a scorecard with several points answers and feedback options).
1 vote -
Evaluations increase or decrease based on QA score
The client would like to have automated workloads. The number of evaluations increases when the agent's overall QA score is low and the number of evaluations decrease when the agent's overall QA score is high.
9 votes -
Export agent stats per scorecard
The ability to export Quality Agent Results. Go to Reports > Agent tab > View Reports > View Details. Currently, it's not possible to export this summary. We report on score per section per agent, and having the ability to export this would help with reporting needs.
1 vote -
Improve the consistency of the header names between the Evaluator Review export and the Playvox report
There is an inconsistency in the naming of fields in the Evaluator review reporting. Specifically, there is a discrepancy between the field names in the Playvox review tab and the header names in the Export report. For instance, the field called "Reviewer" in the Playvox report is referred to as "Analyst" in the export report. Another example is the field called "Analyst" in the Playvox report is named "Reviewed_by" in the export report. This lack of clarity can easily result in reporting mistakes.
1 vote -
Review tab filters (Evaluate the analyst)
Currently, when exporting Evaluate the analyst reviews, there are very limited filter options. The biggest pain point is that there is no date range filter, so every export contains ALL completed reviews to date, which is far from ideal as it is not efficient and leads to additional manual work to isolate the required date range. I would like to recommend the addition of a date range filter and another filter for the Reviewer so that we can track and trend Reviewer productivity and scoring trends.
1 vote -
Ability to archive scorecards without impacting Calibrations / ATA
If we archive scorecards, then Playvox doesn't allow Calibrations / ATA to be completed for evaluations completed using the archived scorecard. This means when we revamp scorecards, QAs will see both old and new scorecards when creating an evaluation. To only show one, we have to create a complete separate team.
3 votes -
Add display of agents who are expected to have interactions assigned, but no available interactions were found
When workloads are assigned to specific agents within a team, but not the entire team, it's difficult to figure out which agents don't have interactions available, but are supposed to.
In the image of agent assignments, the first two 0/0 are on the team, but were never added to interaction assignments in the workload configuration. An agent who was added to assignments and should have 4/4 but has 0, will also show as 0/0. Adding a clear distinction of who is missing interactions will make it much easier to follow up.
2 votes -
Populate links within email/customer interaction when reviewing evaluations
A few of my analysts and myself have come across the issue of hyperlinks not showing up when evaluating. Portions of the interaction that are hyperlinked look like plain, regular text while evaluating and appears as though there aren't any when there are.
This has caused unintentional mark offs for agents for not including a link to resources when there was in the Salesforce case. This has only become a recent issue. If possible, can we have the hyperlinks included (again) when evaluating? It does appear to show in the interaction itself before clicking to start evaluation but not during…6 votes -
dashboard edits
the main dashboards need to be editable. e.g. there are certain statistics which we consider more important e.g. fail-alls.- for us this should be top and centre of the dashboard. "errors" are not important and could be removed
3 votes
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