27 results found
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Disputes: it does not generate general reports
Disputes: it does not generate reports that would be very important for us, such as a comparison of evaluations sent, contested, accepted and not accepted, both by analyst, agent, team and scorecard, we have to do this manually outside of Playvox.
1 vote -
Add Interaction ID to disputes
My team and I are using the PlayVox disputes page, and to be able to analyze the disputes we need the interaction ID to be implemented, which would be, for example, pusher-chats.5db5ba31-152e-4baf-9464-677ed65dbd6e. 20230913191139.
What we want is for an Interaction id column to be added next to the Evaluation column on the disputes page or within the Excel file, since there is an export to excel option.
I am sending a screenshot of the disputes page where the Interaction id column should be in accordance with my suggestion. Thanks
2 votes -
Feature to add dispute templates
We would like to have the feature to add a template for the agents who file a dispute. The best option is when a dispute is started, the template directly appears in the field to leave the arguments. Thanks!
1 vote -
Dispute Closed Date
We would like to have the Closed Date for the disputes that are completed. This could be added on the Dispute details (when you open them) or as a column on the Disputes table.
2 votes -
Hello Playvox Team, We would like to have a feature request for the overview of disputes. Could we also get a filter overview here, wher
Hello Playvox Team,
We would like to have a feature request for the overview of disputes.
Could we also get a filter overview here, where we can also save the filters without always having to reset them.
We have noticed that we don't always have a good overview and therefore disputes have not been seen and the deadline has expired without processing.
1 vote -
When a dispute is submitted an email should be sent to the supervisor/team leader or others that have permissions.
When a dispute is submitted there is no notification via email to the valid parties and sometimes they are missed.
I think an email should be sent to the Analyst's Team Leader to prevent disputes being missed.
18 votes -
Turn Disputes on by Platform
Ability to turn Quality Disputes on or off by scorecard, not by role.
2 votes -
Edit Button on Playvox for closed Disputes
For Dispute, once the case assigned to an Arbitrator gets closed, we do not have the edit access on playvox to change the decision.
If we need to make changes after closing Disputes, we have to create a new evaluation with the same information and submit a dispute again.1 vote -
Permission option - ability to view disputes for anlyzed evaluations
Scenario: There is a team of agents that are evaluating agents from other teams - performing an analyst task.
Problem: As they don't have a specific team assigned, they are not able to view disputes related to the evaluations they performed/analyzed.
Solution: The easiest way would be to have an option in the employee role for view dispute for analysed evaluations.1 vote -
Disputes - In addition to the Analyst, the Manager can be flagged.
Zocdoc is looking for that when the agent opens a dispute and it goes directly to the original evaluator, it can also flag someone else in the team, in this case a manager.
2 votes -
Ability to Adjust Dispute Notifications
Currently QA Leadership (i.e. Admins, Super Admins) is not notified when a dispute is submitted, but they assign arbitrators and review submissions. Adding notifications for them is important for timely management of disputes.
8 votes -
100% Evaluation
Cannot open a dispute, if there is a 100% evaluation, but quality manager cannot see something, so teamleader re-checked, and open dispute to lower the score.
2 votes -
dispute
Allow Disputes to edit the evaluation either up or down - currently can only accept a change and increase the score, but if the dispute is incorrect and the score should be lower, we cannot make that change. This is for when using a score range.
3 votes -
Dispute chat
It would be nice to directly chat with the agent from the Dispute tab. In our company the Disputes are solved by a 3rd party and not the initial analyst. That's why communication between the 3rd party and the agent would be amazing.
1 vote -
Remember filter settings when going back to the page.
Do not reset the filters when revisiting the page. For example in Dispute Reports, when I review the dispute it opens in the same tab. When I go back to the previous page it resets the filter and have to redo them. This behavior is also inconsistent across the platform as some pages do remember filter settings.
2 votes -
Evaluate the Analyst Dispute feature
Can we have a Dispute functionality enabled for the Evaluate the Analyst workloads? This would help the Analyst to Dispute their evaluation with the evaluator and seek for score change.
14 votes -
Make it easier to open Disputes
It's right in front of users to click into the Eval, but you have to scroll all the way to the right and click into a tiny icon to see the dispute itself. Would love an improved UX with a clearer call to action on opening the dispute itself
1 vote -
Disputes be dated from the date they were submitted and not the original evaluation date
Someone else mentioned below regarding the timeframe to start a dispute. I wanted to also include an enhancement regarding how disputes are dated. Currently I'm running into the issue of missing disputes - I'm not sure when they were submitted AND recent disputes are not being shown week over week because they're dated based on the evaluation date and not when the dispute was submitted. This has been an issue with keeping up with disputes and missing them months later. This has metrics impact with updating data from prior months.
8 votes -
Use different term than "Rejected"
Our quality is heavily soft skill focused, and the Red "Rejected" notice is not ideal. I wonder if a different term could be used instead. Even "Denied" or "No changes warranted" might be less abrasive. Also, maybe a different color than red?
8 votes -
Disputes - Change the name or add an option to make the function seem less negative / extreme
How disputes should be used:
The function should be used for disputes as well as for clarification requests and general questions regarding a certain question or section in an evaluation.
The agent can create a dispute without choosing any specific topic (dispute, clarification, general question). After a dispute is received, the evaluator can then change it to a clarification request, if applicable.
Problem:
Employees are a bit scared to use the feature as they assume it is only for pure disputes. They don't open a dispute for unclear cases (clarification) because they think it would be too big of a…3 votes
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