347 results found
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Ability to Adjust Dispute Notifications
Currently QA Leadership (i.e. Admins, Super Admins) is not notified when a dispute is submitted, but they assign arbitrators and review submissions. Adding notifications for them is important for timely management of disputes.
8 votes -
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.
3 votes -
Edit Multiple Scorecards
Enable the option to edit multiple scorecards by create always a new tab when clicking the edit button
1 vote -
2 votes
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Automated Quality Coaching Recommendations
The user can set the percentage that triggers the coaching session recommendation
Options to trigger the coaching recomendation:
Question or section score
critical fail5 votes -
Saving an evaluation as draft stops time counter
When an evaluation is saved as a draft this should stop the "evaluation time" duration calculator. Leaving an evaluation in draft overnight skews reporting.
1 vote -
New Reports - "Quaity Overview
In the new reports - "Quality Overview" - in "Quality by Score" - Scorecards, have the possibility to see the Av. Qa Score above the bar, and not only when clicking on the bar.
Customer: MessageMedia1 vote -
"Transfer" button in the Interactions Tab
Possibility to have the "Transfer" button that we have in the Workloads, but also in the Interactions Tab.
Customer - MessageMedia1 vote -
Adding 'Vertical' and 'Contact reason' of the ticket on top of the scorecard.
In order to be able to get more information from the evaluations report, it would be great to add the specific 'vertical' and 'contact reason' of the ticket that's being evaluated, on the scorecard information (same place where we see the agents name, the TL, interaction number, etc.)
3 votes -
Custom report - Number of records
Can we add the number of evaluations/audits/records that have been completed per agent on the Quality Score by section for the Custom Reports? We believe it would be really helpful to see not only their QA average score, but the number of times every agent was evaluated during a certain period of time.
2 votes -
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 -
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 -
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
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