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  1. It would be great to add a second confirmation button that must be acknowledged/clicked before any calibration is officially submitted, rather than just clicking "Send Evaluation" and it is sent right away.

    1 vote

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    1 comment  ·  Calibrations  ·  Admin →
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  2. In the overview report, I'd like to see all agents across all teams and their main KPIs.
    Also, I'd like to export this information, not just from the agents displayed in the graph but the entire list.

    1 vote

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    0 comments  ·  Reports  ·  Admin →
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  3. I'd like to select multiple agents in the new agent report and multiple teams in the team report.
    I'd like to compare the selected items whenever I need to.

    2 votes

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    0 comments  ·  Reports  ·  Admin →
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  4. We would like to have the option to include custom fields when creating a Calibration (For example, including a textbox where we can include the Week number to easily filter those calibration sessions), and then they can be displayed on the Calibration details (under summary).

    1 vote

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    0 comments  ·  Calibrations  ·  Admin →
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  5. I want to suggest to add a call to action button in the notification sent out for an evaluated case when there is an urgent rectification required in the case that was evaluated.

    Majority of the times when we observe an error, based on the nature of the error we need to suggest to the specialist that they must revisit the case and make the correction based on the feedback.
    However, presently there is no way a specialist/supervisor can distinguish between feedbacks unless the analyst sends a separate notification for that on another platform.

    Some kind of identifier in the…

    1 vote

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    0 comments  ·  Evaluations  ·  Admin →
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  6. Have a N/A option in the dispute validity in addition to accept and reject. This option should apply when the dispute had to be nullified since it was a gray area and the dispute wasn't valid for either of the stakeholders involved.

    1 vote

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    Acknowleged  ·  0 comments  ·  Disputes  ·  Admin →
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  7. Allow to filter via satisfaction data from Zendesk. We need this as we report based on satisfaction date for cSAT performance. Currently, we're only able to filter using created date, solved at or updated at date.

    1 vote

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    Acknowleged  ·  0 comments  ·  Filters  ·  Admin →
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  8. Add a filter option to report the use case by ticket case reason with its rating to determine the top ones with opportunities.

    1 vote

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    Acknowleged  ·  0 comments  ·  Reports  ·  Admin →
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  9. We think the new insights are helpful and love the new graphics, tables, and figures we get out of this new set up on the Reporting tab in Playvox.

    We have noticed that it is missing some of the basic insights like:
    • Seeing the individual evaluations rather than just the amount of evaluations and being able to click on them to open up and review them.
    • Being able to select more than one Agent, Team, and Scorecards

    We also noticed that our Team Lead role doesn't have access to the Scorecard report option. I couldn't see anything under…

    4 votes

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    0 comments  ·  Reports  ·  Admin →
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  10. Once an evaluation is complete, in order for another person to view the evaluation they need to look for it, it would be handy to have a share button so it can be shared.

    For example Specialist and Supervisor receive the evaluation. The specialist is being coached by someone else, or a manager wants to look at the specialist's review. Instead of the coach or manager having to look for the review, the supervisor can click share in the evaluation and choose someone else to send it to.

    1 vote

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    0 comments  ·  Evaluations  ·  Admin →
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  11. As the QA manager, I want to share the outcome of accepted disputes with the analyst whose evaluation was disputed so that the analyst can receive information that will enable him/her to improve his/her personal evaluation process.

    The method by which the results are shared could be:
    - An email
    - A coaching session that is triggered by an automatically accepted dispute
    - A coaching session associated with the dispute that is created manually

    If you see this idea and feel an affinity with it, please leave in the comments how you would like to share the dispute results with…

    3 votes

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    Acknowleged  ·  0 comments  ·  Disputes  ·  Admin →
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  12. I couldn't help but notice that any answered questions that don't have associated point values (we do this for tracking purposes) will end up skewing the report. It shows up as occurrences in the agent's coaching opportunities when they were answered. In this category, we just want to track if the agent offered the correct value of refund/credit or if they over-refunded or under-refunded (or N/A). We leave the question as a 0 point value since we already capture the adherence to the SOP in their Issue Resolution question. Thanks!

    1 vote

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    Acknowleged  ·  0 comments  ·  Reports  ·  Admin →
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  13. Hoping to add a function within evaluations to toggle an audit to be "un-scored". Essentially, the audit evaluation would still be completed and contain feedback for a specialist to understand how they can improve their QA score but it would not factor into their overall score report.

    1 vote

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    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
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  14. Add skipping option to "Evaluate the Analyst" workloads. Different use-cases where we would like to not include them in the workload.

    1 vote

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    Acknowleged  ·  0 comments  ·  Workloads  ·  Admin →
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  15. Provide reports on fulfillment levels of workloads, be it workloads for (a) evaluating the analysts or (b) evaluating the agent.

    1 vote

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  16. Right now I have calibration categories I would like to delete as they are no longer relevant. I'm unable to because they are attached to calibrations. I am unable to delete calibrations unless I do it one by one. Being able to either archive or delete the category would be helpful for new calibrations.

    1 vote

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    Acknowleged  ·  0 comments  ·  Calibrations  ·  Admin →
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  17. I would like to be able to have custom schedules for Workloads. Specifically, I want to be able to set a custom range on the life of the workload but still maintain the workload is issued on a set monthly date.

    I have 2 different types of evaluators, the first being a team supervisor who I would like to designate they complete their Workload in weeks 1 through 3 each month with their Workload assigned monthly on the 1st of the month. The second evaluator type being manager level who complete their evaluations weeks 3 and 4, but their Workload…

    1 vote

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    0 comments  ·  Workloads  ·  Admin →
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  18. Reviews functions under Quality (Review the reviewer/analyst):
    1. No edit option and no draft option: It would be better we can save the Review as a draft to work later. Also, edit option, similar to Evaluations, is helpful in case we need to adjust something on the Reviews after submitting.
    3. 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

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    Prioritized  ·  2 comments  ·  Settings  ·  Admin →
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  19. Workloads is a great idea for in platform management of assigning QA work assignments for evaluations. Our business work flow also includes mandatory 1 on 1 manager level sync conversations monthly for the each staff person.

    It would be a great value add to have Workloads as a feature for coaching so as an admin I can create the monthly 1 on 1 Workloads for manager personnel and track participation/completion to meet with their direct reports for these sync meetings that QA performance review is part of the agenda of.

    With me not being a people manager of the full…

    1 vote

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    0 comments  ·  Coaching  ·  Admin →
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  20. I know beta reports are being developed and worked on now, but there needs to be the ability for me as an admin to create analyst and other reports customized for metrics displayed for the analyst(s) selected. And then I need to be able to share or send these reports to selected analysts to have it displayed on their dashboards.

    Dashboards needs to be customizable as well for the layout and to remove reports that have no value to that person.

    2 votes

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    0 comments  ·  Reports  ·  Admin →
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