329 results found

1. 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 we choose from the filters at the top.

   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… more

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   Acknowleged  ·  AdminKarina Ceron V (Product manager, Playvox) responded

   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

2. 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.

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   Acknowleged  ·  AdminKarina Ceron V (Product manager, Playvox) responded

   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

3. 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

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4. 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 that volume. In the audit and reporting, we'd be able to identify clearly segments that were not met so further assessment of the agent's work could be done to ensure they're following SOPs for interaction distribution.

   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… more

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5. 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.

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6. 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.

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7. 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 when reviewing our reports. These tags include contact reasons, inbound or outbound interactions, contact method, task type, etc.

   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… more

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   Acknowleged  ·  AdminKarina Ceron V (Product manager, Playvox) responded

   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. 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 be clear, scorecards are helpful to create in order to score each audit but a rubric will clearly list out the bullet points that explain what each answer choice in a scorecard question means. For example, in the greeting question we have a "Yes & "No" in the scorecard. The rubric will explain what factors into the "Yes" question (introducing yourself, saying the company name, saying the callers name, etc.).

   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… more

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9. 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.

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10. Sign evaluation automatically if X days had pass

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

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    Acknowleged  ·  AdminKarina Ceron V (Product manager, Playvox) responded

    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

11. 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.

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12. 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

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    Acknowleged  ·  AdminKarina Ceron V (Product manager, Playvox) responded

    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. 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.

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14. 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.

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15. 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.

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16. 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 set of advisors from the multiple Helpshift instances.

    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… more

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    Acknowleged  ·  AdminKarina Ceron V (Product manager, Playvox) responded

    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

17. 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 interactions we evaluated.
    I.e. in the header of the list of evaluations, key metadata are also displayed for our users visibility when checking their specific evaluations, such as messaging session name(MIAW chat), or case number(Email case), Phone Call Name(Voice), interaction date, country.
    Use case:
    Easier for check a specific evaluation’s performance after applying certain filters. For instand, when filter by channe > chat, we can see all the chats evaluated, but we can’t identify which is which. (In the header, there is a # and interaction ID, however those are not what we are familiar with)

    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… more

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    Acknowleged  ·  AdminKarina Ceron V (Product manager, Playvox) responded

    Hi!

    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

18. 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.

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19. 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 needing to check them one by one.

    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… more

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20. 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 capture those info for reporting purposes.

    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… more

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