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  1. Be able to quickly search for evaluations using the agents email address, not full name

    1 vote

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    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
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  2. It takes quite some time to find conversations with enough content to be reviewed. My suggestion, which other platforms already have, is to have the ability to filter conversations by the number of messages (and the number of messages sent by a specific agent).

    That way we could:
    -Exclude really short conversations that don't have enough reviewable content.
    -Exclude conversations that were handled by other agents and where the agent to be evaluated only did a minor thing (like sending a “goodbye” message or adding an internal note).
    -Help the Analysts spend their time effectively.

    I think this filter should…

    1 vote

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    0 comments  ·  Filters  ·  Admin →
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  3. Due to how we manage our international business on Playvox, we assign many 'Team Leaders' to a team so they are able to see the reporting for that team.

    However as this has to be done manually across many many teams, it is becoming a very time consuming job to update and maintain.

    Would it be possible for there to be a way to update the team leaders assigned to a team via a bulk csv upload?

    1 vote

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  4. This will give us better control on the scorecards as sometimes we want to use scorecards for a coaching piece rather than quality feedback therefore we wouldn't want disputes to be active

    1 vote

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    0 comments  ·  Scorecards  ·  Admin →
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  5. We would love the ability to edit scorecards after publishing, specifically the feedback sections, to be re-enabled or even improved upon with more edit options so we don't have to clone and archive when we want to update our cards.

    This would improve our efficiency and clean up the DOMO reporting as well.

    2 votes

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  6. We use an external analytics tool in order to do all deeper dives into advisor and scorecard developments, etc... The problem we currently face: we evaluate some advisors in ENGLISH, others in GERMAN - thus, we use two different scorecards, meaning we have to merge the results of BOTH SCORECARDS in order to get a full picture of what is happening.

    It would be AMAZING if Playvox gave one the option to create a PARENT Scorecard with CHILD Scorecards for translations into different languages - meaning regardless of which language I am evaluating in, ALL results are merged for export…

    1 vote

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  7. After sending a workload that can't be edited, we would like to be able to mark employees if they're on vacation or sick so we can know the reason that the analyst didn't complete their workload, also for future reference as there is no data to prove why this employee hasn't been evaluated.

    include columns for start and end dates, as well as the reason for the absence.

    1 vote

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    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
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  8. For the NA answers on the scorecards, make an option to either make it a 0, or the same score as the YES answer. So many teams want the second option and that means you have to manually enter the NA with the same points as YES.

    1 vote

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  9. It would be convenient to be able to designate a unique TL for each agent as we currently have agents working under the same team manager but managing different products

    1 vote

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  10. It would be great if we could have a view in the report that actually shows the ranking of all agents instead of only the top and bottom 5. So we can show all the report to our team and see the complete list of results

    1 vote

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    0 comments  ·  Reports  ·  Admin →
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  11. To be able to organize the agents in the workload by alphabetic order so it easier to find them

    1 vote

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    Acknowleged  ·  0 comments  ·  Workloads  ·  Admin →
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  12. At the moment, if we create a coaching session and we put the end date the same day, after we proceed, the coaching still will appear with the end date the next following one.
    It would be good to be able to create the coaching and end it in the same date
    Thanks!

    1 vote

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    0 comments  ·  Coaching  ·  Admin →
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  13. We will need to be able to bring in the workloads tickets from agents that don't necessary closed/solved the ticket, but that they "updated"/ "touched" the ticket at some point.

    1 vote

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  14. We would like scorecards to have the option of a second checker but only IF a certain outcome is achieved.
    e.g. if the quality score is below standard, it should go to a second checker

    1 vote

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  15. With the "review the agent" workloads, you are able to reassign the current assignment to other analysts for the same week. Unable to do the same with "Review the Analyst" workloads. Would be great to have that same function

    1 vote

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    Acknowleged  ·  0 comments  ·  Workloads  ·  Admin →
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  16. Instead of having users randomly assigned in a workload, we'd like to see a feature that allows us to exclude certain users. For example, there are analysts who also take calls in these queues but we don’t want them to get assigned to audit themselves.

    1 vote

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  17. Enable the option to edit multiple scorecards by create always a new tab when clicking the edit button

    1 vote

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  18. 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: MessageMedia

    1 vote

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    0 comments  ·  Reports  ·  Admin →
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  19. Possibility to have the "Transfer" button that we have in the Workloads, but also in the Interactions Tab.
    Customer - MessageMedia

    1 vote

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  20. Would love the ability to delete a workload assignment in place of distributing it to other analysts. Our team is new to Playvox and mistakenly assigned a workload twice in the same timeframe.

    This has doubled the work for our analysts in our reporting, which will lead to incorrect data. The only option given was to delete the workload completely, which is not ideal, as this would remove all the reporting data from the past workload. Having the option to remove an assigned workload without removing the workload itself would be beneficial to avoid these issues in the future.

    2 votes

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    0 comments  ·  Workloads  ·  Admin →
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