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  1. 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 vote
    0 comments  ·  Reports  ·  Admin →
    How important is this to you?

    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. 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 vote
    How important is this to you?

    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. 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
    Acknowleged  ·  0 comments  ·  Workloads  ·  Admin →
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  4. 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
    0 comments  ·  Filters  ·  Admin →
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  5. 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 vote
    0 comments  ·  Workloads  ·  Admin →
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  6. 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 vote
    0 comments  ·  Workloads  ·  Admin →
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  7. 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 vote
    0 comments  ·  Reports  ·  Admin →
    How important is this to you?

    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. 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 vote
    0 comments  ·  Other  ·  Admin →
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  9. 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
    0 comments  ·  Settings  ·  Admin →
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  10. Automatically let Playvox sign the evaluation if 30 days had pass and no dispute is open.

    1 vote
    0 comments  ·  Evaluations  ·  Admin →
    How important is this to you?

    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 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
    Acknowleged  ·  0 comments  ·  Filters  ·  Admin →
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  12. 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

    1 vote
    1 comment  ·  Evaluations  ·  Admin →
    How important is this to you?

    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. As an analyst, I want to have access to the option to Skip interactions when a workload is created using multiple filters.

    2 votes
    0 comments  ·  Workloads  ·  Admin →
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  14. 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.

    1 vote
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  15. 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.

    1 vote
    0 comments  ·  Evaluations  ·  Admin →
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  16. 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…

    1 vote
    0 comments  ·  Workloads  ·  Admin →
    How important is this to you?

    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. 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…

    1 vote
    0 comments  ·  Evaluations  ·  Admin →
    How important is this to you?

    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. 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.

    2 votes
    Acknowleged  ·  0 comments  ·  Scorecards  ·  Admin →
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  19. 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…

    1 vote
    0 comments  ·  Reports  ·  Admin →
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  20. 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…

    1 vote
    Under Review  ·  0 comments  ·  Evaluations  ·  Admin →
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