341 results found
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Workloads - Can the number of ticket be editable?
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.
1 vote -
Sign evaluation automatically if X days had pass
Automatically let Playvox sign the evaluation if 30 days had pass and no dispute is open.
1 vote -
Clone Filters
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 -
Users to Notify
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
1 vote -
Option to Skip interaction in Workloads using multiple filters
As an analyst, I want to have access to the option to Skip interactions when a workload is created using multiple filters.
2 votes -
Customize notifications for calibrations
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 -
Evaluation Reviews Workload Auto Start Feature
Currently, once the first evaluation is finished, it goes to Review and we have to go back to the Workload tab and start the next evaluation, which impacts the workflow and creates an additional step.
It will help us if we have a feature that automatically starts the next evaluation in the workload once the first evaluation is completed without returning to the Workload tab.1 vote -
Multiple selection when filtering evaluations by scorecard custom field
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 -
Ability to dispute Evaluation Reviews
There should be the ability for our evaluators to challenge evaluation reviews, similar to how agents can dispute evaluations.
11 votesHi there!
Thank you for sharing your ideas with us!
Your idea will be carefully evaluated. If it gains traction, it could significantly influence our development roadmap.
Thanks for being a valuable part of our community.
Karina from Product
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Multiple Helpshift integration flags
Advisors work on different Helpshift instances and switch between queues or titles based on business needs. Playvox, however, has a limitation where each advisor can be linked to only one Helpshift integration flag. This means an advisor can only have their data pulled from one Helpshift instance in Playvox. If advisors switch from Helpshift A to Helpshift B midweek, Playvox will only pull data from the instance they are flagged with, preventing the evaluation of their cases on Helpshift B. An option to have multiple Helpshift integration or a workaround to have cases to be pulled up for the same…
1 vote -
Embedding call recordings in the audit interaction display
I have a follow-up question regarding the way our phone recordings display within interactions. Is there a way for an analyst to be able to click into the recording within Playvox without having to click on a link to be taken to a different site?
Our previous tool allowed us to be able to click "play" on a call recording from the QM tool without having to change between tabs. Attached is what the analyst sees when reviewing tickets to audit within a workload assignment.
1 vote -
Display interaction name and date in the evaluation list
Hi Team,
In the current evaluations tab, the headers are not sufficient for our users to identify the characteristics of those evaluations. We need more information on this tab. So far, there are filters for the custom header fields we created for the scorecard, but it is not convenient for users as every single time, they need extra steps to find a particular interaction.
For example, can we display the interaction date, interaction name, and some other variables there according to the metadata we want to see by default?
Another option is for Playvox to capture the metadate of the…
1 voteHi!
Thank you for sharing your ideas with us!
Your idea will be carefully evaluated. If it gains traction, it could significantly influence our development roadmap.
Thanks for being a valuable part of our community.
Karina from Product
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Flexible scoring mechanism
Hi Team,
This request is related to the scoring mechanism. In our practice, we use a corresponding rating for a range of scores in our current scorecard, and we would like to have Playvox QM detect the rating according to the total points a particular evaluation gets.
Here we have attached a screenshot showing how the scoring works for us.
Thanks, please let us know if it makes sense and if you need more clarification.
1 vote -
Unlock the permission for the custom fields to be available for other roles and all reports
Hi Team,
Can you add filters for the custom fields from our scorecards(Channel, Language, Issue Type, Primary Issue, Rating, Query type, RCA) to the Section, Question, Analyst, Team, Agent reports, and Quality overview reports?
We have that available on the 'Scorecard reports', but this is not available to everyone except for admin and super admins users.
Basically, We need the reports to be very flexible for everyone who is using it.
Use case:
We are able to see the performance per custom field, and compare performance across different channels, languages, issue types, and primary issues, etc. in one go, without…1 vote -
Auto-capture metadata for interactions in the evaluation stage
Hi team,
We need the system to be able to auto-fill some of the objects that are listed in the "Info" of an interaction, so we don't have to manually fill them in the scorecard every time we perform an audit.
This is important as it helps reduce the users' manual input for all evaluations and can significantly save their time considering the total amount of evaluations they do in a month.The info contains original data from an interaction that we pushed to Playvox, and the evaluation form has the same or similar names in the custom fields to…
1 vote -
Have the ability to recover deleted evaluations or Archive
There is no option to undo the deletion of samples, making accidental deletions permanent and risking critical data loss.
1 vote -
Weighted workloads
When creating workloads we would like to define the percentage or tickets that would be evaluated for different topics. For example, we would like to create a workload with 60% of the interactions related to orders and 40% to Gigs, however at the moment we have to calculate the number of evaluations manualy and create separate workloads for each of the topics.
1 vote -
Improve Reviews function under Quality: Format feedback and comments
Reviews functions under Quality (Review the reviewer/analyst):
2. When composing reviews, there is no option to edit font, highlight, add links, ... even it doesn't have any paragraph break, the review looks messy/untidy. It would be better to have similar format as Evaluations for better organizing and following up.1 vote -
Peer calibration feature for analyst evaluations
We are looking to implement a peer calibration process where analysts evaluate each other's completed evaluations/reviews to assess scoring consistency and alignment with quality standards.
The process should involve:
Selection: Choose a completed evaluation for each evaluator.
Assignment: Assign other team members to evaluate the same case.
Comparison: Compare the results to identify scoring misalignments across quality standards.Currently, this process is manual and requires significant effort to manage and analyze. We request a dedicated feature in Playvox that allows us to:
Select and assign evaluations for peer review.
Facilitate the comparison of results among evaluators.
Identify and address scoring…2 votes -
Ability to add multiple email addresses for user profiles
We require the use of ea.com email addresses for Okta verification and account security with our vendor/service partners. However, these partners internally use their own BPO email addresses, which they monitor regularly. Currently, Playvox email notifications are sent only to the ea.com addresses, which the users do not view or have access to. As a result, they miss important notifications, such as those related to evaluations and disputes.
We are requesting the ability to add an additional email address field in user profiles to store BPO email addresses. This would allow us to select which email address notifications should be…
1 vote
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