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  1. External profiles don't show the pending invitations. We have to view each user individually to add the external profile. Could we get the option to see only external profiles?

    1 vote

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  2. We would like a deep link created for Five9 phone calls so that we can bring them in as calls and build a channel specific workload.

    1 vote

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    Great news! 🎉 Your idea is moving forward!🎉

    Your idea is now officially part of our roadmap. We're excited to bring your vision to life and appreciate your valuable contribution.

    Stay tuned for updates as we work to make it a reality!😊

    Karina from Product

  3. When we review a conversation, we click the “General Info” tab, and then click “Conversation”, but the conversation goes back to the beginning and not where we left it.

    As a team, we believe it would be nice for the conversation to stay where we left it, just to avoid scrolling a bit more.

    1 vote

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  4. For standalone workload, it's better to have detection of duplicate interaction ID to avoid reductant audit on the same sample.

    1 vote

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  5. When performing a quality evaluation in Playvox, an alphanumeric Interactions ID is generated in scorecards. This deviation from the uniformity of Salesforce Case Numbers complicates the process of identifying the corresponding case in Salesforce. The use of the Case Number as a distinct identifier, prominently featured in all quality evaluation scorecards, is suggested to streamline and enhance the efficiency of the process. Can we expect to have this change implemented quickly?
    For reference, I can give you the ticket I have with the Playvox team - #28210

    1 vote

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  6. Hi PlayVox Team,

    We want to request to have an additional column for the agent name under Calibrations. The addition of the filter will make it easier for team leaders and quality assurance personnel to identify which agents have already undergone calibration quickly.

    Hoping to add this feature on PlayVox

    1 vote

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  7. The ability to filter a report to show trend in performance for a given set of X criteria over time.

    For example if I have 3 managers, 2 teams, and 3 tiers I want to be able to look at a report and a graph of all agents reporting to Manager 1, on Team 2, on Tier 1 and see how each of those agents has scored in QA this quarter to tell if that team/tier/manager cohort is overall improving or not.

    Reports are too specific; need a higher-level or overarching view of a group of agents based on a…

    1 vote

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  8. Scorecards: PlayVox currently offers the option of creating tags within a criterion, but does not generate a report on them, we understand that if there is information in a scorecard criterion it is relevant and that is why we insert it, therefore it could have synthetic this in some scorecard report.

    1 vote

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  9. Reviews: does not deliver reports on offenders, we are unable to see which scorecard review criteria the person made the most mistakes, so we continue using it as a quality scorecard that delivers this report, in addition to feeling that viewing the evaluation does not have the same quality than that of the normal assessment.

    1 vote

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  10. Scorecards: lack of option to attach images to criteria comments.

    1 vote

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  11. Confidence coefficient: today we develop this manually, but a statistical data that guarantees the quality of the sample is the confidence coefficient; If Playvox made this automatic calculation available, it would greatly facilitate the creation of workloads and also the monthly result of the reliability of the evaluations sent.

    1 vote

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  12. Disputes: it does not generate reports that would be very important for us, such as a comparison of evaluations sent, contested, accepted and not accepted, both by analyst, agent, team and scorecard, we have to do this manually outside of Playvox.

    1 vote

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  13. Workloads: justify the non-evaluation of an agent, in the case of vacation, certificate, exclude this person from the load and insert a justification for the leader.

    1 vote

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  14. Reports: present monthly comparative error recurrence across all views, team, agent and scorecard.

    1 vote

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  15. Workloads: they are inactivated as soon as the period for them to be completed ends but they still appear to the analyst as pending, however if we delete them so they no longer appear to the analyst, they also no longer appear in the workload reports.

    1 vote

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  16. Workloads: possibility to manage in batch, removing loads from X user that needs to be deactivated in batch.

    1 vote

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  17. We need to have the ability to add a justification if the agent does not sign the evaluation. For us this is a mandatory process that we need to track for control and regulatory reasons. Currently, this capability is not available, and its inclusion would significantly improve our processes. The justification would be added by the team leader.

    1 vote

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  18. Currently, we can't perform quality checks in Playvox without assigning scores. However, our quality process doesn't involve scoring agents; we focus on capturing criteria without emphasizing scores. It would be great if Playvox could support this by allowing assessments without associated scores, making it easier to align with our approach and minimizing disruptions.

    4 votes

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  19. Create a standalone review which is not tied to one specific evaluation.

    A review is tied to an individual evaluation at the moment. We want to use the review scorecard to combine the results of multiple evaluated transactions or calibrations.

    This way, we can use the review to summarize the analysts' performance in one official document, which makes it easier to understand patterns and set focus points.

    We already plan to start doing this, with linking the individual calibrations within the review via custom fields. However, the review being linked to one specific evaluation can be confusing for the analyst…

    3 votes

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  20. We'd like to fetch the feedback data from the answers in the evaluations.

    When doing that we faced an error that comes from the fact that the "value" field inside the feedback object has both string (for Multiple Choice feedback options) and array (for Checkboxes) types of data.

    So to be able to fetch that field, it should always be an array of string(s).

    1 vote

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