327 results found
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Rejected Dispute Reasons
Can we include rejection reasons when denying a dispute? This can help leadership identify trends for why analysts are rejecting disputes. For example, if a support specialist does not include documentation in their dispute the QA team will auto-deny those disputes. We do not have a way to know how many disputes were auto-denied without manually visiting each audit to figure this information out.
1 vote -
Remove all Users to Notify from an evaluation
Can we have a button that allow us to remove all the users that appear on "Users to notify"? This will help us to keep a list of Team Leaders that are part of a specific team, that might need to be notified for specific audits.
1 vote -
Reports feedback option per agent
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
1 vote -
Feedback options with points
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 -
Feedback options with points
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 -
Topics - Auto QA
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.
1 vote -
Auto QA Interaction ID Link
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 -
Improve Usability of Quality Reporting Feature
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 voteHi 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
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Add "Select team" option for Interaction filters.
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.
1 voteHi 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
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Edit Labeling
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 -
Filter OR segments should have prioritized percentages for audit
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 -
Allow Workloads to contain specific rule conditions when allocating audits
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 voteHi 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.
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Associate scorecards with specific workloads
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.
1 voteHi 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.
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Contact Reason Reporting
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 voteHi 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
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Add scorecard rubrics into Playvox
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 voteHi 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.
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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 voteHi 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
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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
2 votesHi 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
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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 votesHi 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.
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