347 results found
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Ability to submit an evaluation with an anonymous analyst for specific roles or evaluations
Currently it is possible to submit an evaluation with an anonymous analyst but it applies to ALL analysts (evaluations + disputes) across the board.
There are specific processes/situations where would be helpful to be able to anonymize the evaluator (like evaluations among Senior QAs and Managers, for example).1 vote -
Analyst Report: Review report should be added
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.
2 votes -
Hello Playvox Team, We would like to have a feature request for the overview of disputes. Could we also get a filter overview here, wher
Hello Playvox Team,
We would like to have a feature request for the overview of disputes.
Could we also get a filter overview here, where we can also save the filters without always having to reset them.
We have noticed that we don't always have a good overview and therefore disputes have not been seen and the deadline has expired without processing.
1 vote -
Fail All for Review
Like an Agent Scorecard, please allow a "fail all" type for questions on a Review Scorecard.
2 votes -
Ability to search Filters based on Filter title / description in Quality - Filters
Currently it is not possible to search filters in Quality - Filters. We need to check every single page to search for a specific filter. Would it be possible to search filters with the filter names / descriptions?
2 votes -
Edit Button on Playvox for closed Disputes
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.2 votes -
To be able to view Audit Logs without having the ability to edit evaluations
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 -
transcription
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 -
Allow the ability to pull cases for 90 days
Allow the ability to pull cases for more than 60 days, such as 90 days, so can perform quarterly audits more easily.
2 votes -
Date filters for Review stats
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 -
Ability to use Toolbar one question lev (e.g., thick, color, font size etc., especially insert link and upload files).
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 -
Ability to substitute interactions
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 -
Create evaluations / profile options
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 -
Workload Team Alignment and Current Week ONLY Contact option
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 -
Items per page
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 -
Ability to force comments when the answer is negative/error.
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 -
Disable certain in-app notifications
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 -
Evaluate the analysts: Type of sampling
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 -
Reporting Across Multiple Time Zones
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 -
Scorecard permissions split out editing & viewing
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
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