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  1. We recommend adding a feature to extract all feedback options related to an agent within a single scorecard. This will provide deeper insights and help us pinpoint where to focus our feedback efforts

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  2. Playvox currently offers various ways to collect feedback—such as “Points”-based questions but it does not allow certain feedback items to automatically deduct weighted points from the final score. . This feature would enhance the accuracy and actionability of quality reports by reflecting the relative impact of each type of incident

    We recommend incorporating weighted feedback options within each question:

    This allows each feedback option to be assigned a negative weight (for example, –1, –2, –5).

    Automatically subtracts that value from the total points awarded on each question

    1 vote

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  3. Playvox currently offers various ways to collect feedback—such as “Points”-based questions but it does not allow certain feedback items to automatically deduct weighted points from the final score. . This feature would enhance the accuracy and actionability of quality reports by reflecting the relative impact of each type of incident

    We recommend incorporating weighted feedback options within each question:

    This allows each feedback option to be assigned a negative weight (for example, –1, –2, –5).

    Automatically subtracts that value from the total points awarded on each question

    1 vote

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  4. Please allow the importing/exporting of Topics within Auto QA. It is incredibly time-consuming to have to manually upload 100+ topics one by one. The provided topics are industry-specific and do not line up with the work our company does.

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  5. Within Auto QA when you get an overview of interactions, you are not able to click into the interaction #'s nor can you Copy/Paste them from the screen. The only way to get access to the ticket is by starting an evaluation. The quick view icon does not allow you to see the Metrics tab and does not contain a link to the interaction. Additionally, the comments section in the quick view of the interaction do not match up with the comments section when you open the interaction for evaluation, these screens need to be identical. It is a massive…

    1 vote

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  6. Currently, when navigating to Quality > Reports > Quality Overview > Evaluations Performance widget, there’s no option to see the percentage of evaluations signed.

    Having the signed percentage displayed alongside Agents evaluated and Evaluations completed would provide a clearer and more actionable view of the data, especially when analyzing trends or comparing across teams.

    It is possible to see the percentage of evaluations signed when hovering over the graph on the Performance over time widget. But it's only possible to see this at a weekly interval, without the option to change this to another timeframe, regardless of the date filters…

    1 vote

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    Hi there!

    Thank you for sharing your idea with us! 

    We will thoroughly evaluate it, and if it gains traction, it could greatly impact our roadmap.

    We appreciate your contribution to our community.

    Karina from Product

  7. Currently, when viewing interactions for a filter created, there's an option for "Select user" to pull interactions from the filter for a specific user in Playvox. It would make sense to also have one for teams set up in Playvox as well.

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    Hi there!

    Thank you for sharing your idea with us! 

    We will thoroughly evaluate it, and if it gains traction, it could greatly impact our roadmap.

    We appreciate your contribution to our community.

    Karina from Product

  8. Unable to archive or delete Skip Categories, Calibration categories, Dispute categories. It has the option to delete, but that's only if you've never used the category before. If you can please provide a way where it's no longer visible that would be beneficial for the organization.

    Also being able to either delete or edit "lists" for calibrations

    1 vote

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    Acknowleged  ·  0 comments  ·  Workloads  ·  Admin →
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  9. When developing a filter, while we want to audit all of those potential interactions, we want a variety of interaction types. To do so, we'd want to apply desired percentage of the interactions for each segment of the filter (or multiple filters for one audit) with a priority. Filter conditions 1: 30% of interaction, Conditions 2: 25%, Conditions 3: 25%, All other conditions: the rest. From those filter condition segments, we'd want to prioritize Conditions 2, Conditions 1, Conditions 3, all others. So if a percentage of a higher priority segment is not met, then the next segment would fulfill…

    1 vote

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  10. Is it possible to set a rule where one analyst does not get any sampled interactions for one particular agent? Everything should be randomly allocated among all of the QA Analysts however I want to prevent one analyst from rating a specific agent.

    1 vote

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  11. Hello team! I would like to pitch the idea to have the option to "assign" scorecards to specific workloads. Let's say the workload is our "Phone assignment" and I would like to automatically select the "Phone scorecard" for any interactions selected through this assignment. Conversely, the "SMS/Email assignment" can have the "SMS/Email scorecard" auto-selected so analysts don't mistakenly select the wrong scorecard when they are associated with the same teams.

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  12. I would like to create the option to filter by contact reason or interaction description. Either that or have the option to export the metadata that we bring in from Salesforce before we complete the evaluation. For example, when we bring in an interaction from Salesforce, we're able to see the tags that were used for an interaction but when we start the evaluation and export that evaluation, it only shows us the data from the evaluation itself. We have a "Tags" field when sourcing the ticket that includes multiple pieces of information that could be useful to filter by…

    1 vote

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    0 comments  ·  Reports  ·  Admin →
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    Hi there!

    Thank you for sharing your idea with us! 

    We will thoroughly evaluate it, and if it gains traction, it could greatly impact our roadmap.

    We appreciate your contribution to our community.

    Karina from Product

  13. Our company currently has our rubric living in Google Docs. My idea is for us to move our rubric into Playvox so it is easier for Analysts to use and specialists to review as well. This can function like an LMS platform where after marking someone down in a question, we can easily link to whatever bullet point we need to within a scorecard rubric for specialists to review and understand what part of the rubric this error ties into.

    This product feature could live in its own tab similar to the others "Reports", "Scorecards", "Calibrations", "Reviews", "Disputes", "Rubrics". To…

    1 vote

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  14. The number of case should be set as default, or at least we can choose one of them (number/ percentage) separately. We cannot choose number of the percentage only and it doesn't reflect exactly what we want to see.

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  15. Automatically let Playvox sign the evaluation if 30 days had pass and no dispute is open.

    1 vote

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    0 comments  ·  Evaluations  ·  Admin →
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    Hi there!

    Thank you for sharing your idea with us! 

    We will thoroughly evaluate it, and if it gains traction, it could greatly impact our roadmap.

    We appreciate your contribution to our community.

    Karina from Product

  16. Clone filters from 1 Playvox instance to multiple instances.

    It will be beneficial to clone filters from 1 Playvox instance to multiple instances.
    Rather than creating filters every time for each instance, it will be helpful if we could clone filters.
    This will save us time and work.

    1 vote

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    Acknowleged  ·  0 comments  ·  Filters  ·  Admin →
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  17. I just need your support regarding the "users to notify" option as I used to select 23 users for each evaluation. if we can make it easier t

    2 votes

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    1 comment  ·  Evaluations  ·  Admin →
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    Hi there!

    Thank you for sharing your idea with us! 

    We will thoroughly evaluate it, and if it gains traction, it could greatly impact our roadmap.

    We appreciate your contribution to our community.

    Karina from Product

  18. As an analyst, I want to have access to the option to Skip interactions when a workload is created using multiple filters.

    2 votes

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    1 comment  ·  Workloads  ·  Admin →
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  19. It would be great to be able to customise the notifications related to calibration sessions. At the moment this setting is not customisable and every time an interaction is added to calibration session, the participants receive an email.

    1 vote

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  20. When in Quality->evaluation tab we have default filters such as team/scorecard. in these we are able to do multiple selections e.g. selecting multiple teams. However if we want to filter by scorecard custom field we can select only one item. Currently if team needs a quick way how to export specific evaluations based on that field they need to perform multiple selections and then merge the documents.

    1 vote

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