344 results found
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Button to exclude 'Not applicable' during 'Scorecard overview' report
The current view shows N/A as part of the calculation. Would be great to have a button to exclude 'Not applicable' if needed so that the % of occurrence would show only the % from when the question was applicable.
2 votes -
Ability for admin to bypass SAML
The ability for an admin/super admin to bypass SAML rather than having to reach out to Playvox support. If there is an issue during SSO set up our internal IT team can't login to resolve it.
1 vote -
deletion
Our security team requires we delete (or securely archive) old evaluation data. Deleting thousands of evaluations individually is not feasible.
A process to bulk (securely archive) or delete evaluations is necessary for many organizations from a compliance perspective!
2 votes -
Automated Quality Coaching Recommendations
The user can set the percentage that triggers the coaching session recommendation
Options to trigger the coaching recomendation:
Question or section score
critical fail5 votes -
Add internal note to evaluations that are scheduled
Ability to add an internal note to evaluations that are scheduled vs. completed
2 votes -
Enroll in a course If X specific custom field option is chosen in an evaluation
If X specific custom field option is chosen in an evaluation, enroll in a course
Example: If I create a custom field name "soft skills", I can create a rule to enroll agent at "soft skills" course when I selected that field on evaluation
0 votes -
notify If X specific custom field option is chosen in an evaluation
If X specific custom field option is chosen in an evaluation send an specific notification/email
0 votes -
% (PERCENT) OF EVALUATIONS PER TEAM MEMBER
Assign not the # but percent of evaluations, like 5% per previous week
1 vote -
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 -
Ability to substitute interactions
Add the ability to substitute a manually located interaction ID into an existing workload. When workload generated interactions aren't within scoring parameters, the substituted interaction will count as an evaluation in that workload. This would make Workload Reporting display an accurate % of evaluations completed.
4 votes -
excel naming convention
the evaluation export function creates excel spreadsheets with very long naming conventions. If you pull the same report a few says later, it has the same name. Excel cannot have 2 workbooks open with the same name. please can each unique download be given a unique file name
1 vote -
Add display of agents who are expected to have interactions assigned, but no available interactions were found
When workloads are assigned to specific agents within a team, but not the entire team, it's difficult to figure out which agents don't have interactions available, but are supposed to.
In the image of agent assignments, the first two 0/0 are on the team, but were never added to interaction assignments in the workload configuration. An agent who was added to assignments and should have 4/4 but has 0, will also show as 0/0. Adding a clear distinction of who is missing interactions will make it much easier to follow up.
2 votes -
Delete workloads
Want to delete workloads that not needed anymore (or have like a trash button) https://flmst.net/s/2ZHqMarjHdPFXmR/preview
Without assignments deleted immediately. They are annoying.
2 votes -
Skip evalutation
When you're skipping one chat/ticket in workload, another one is not
loading instead of skipped one, and that reduce the total amount of chats.3 votes -
Scheduled Scorecards Publishing
It'd be great if we can schedule when a new scorecard will be published and the previous version archived. This can help us to avoid having multiple excel files in a work week when exporting the data.
1 vote -
Ability to use Toolbar one question lev (e.g., thick, color, font size etc., especially insert link and upload files).
Unlock the toolbar also for the comment fields at individual questions of the scorecard. The toolbar in the summary is really cool. The functions would also be handy in the individual comments to make them more organized. We give most of our feedback on question level and would therefore benefit a lot from the toolbar.
4 votes -
interactions - description field
Description in Response history looks different from response history in the interactions:
The description in the interactions displays with the descriptions style : spaces\ new lines\ bold text and more1 vote -
Ability to archive scorecards without impacting Calibrations / ATA
If we archive scorecards, then Playvox doesn't allow Calibrations / ATA to be completed for evaluations completed using the archived scorecard. This means when we revamp scorecards, QAs will see both old and new scorecards when creating an evaluation. To only show one, we have to create a complete separate team.
3 votes -
Shortcuts
Need to add shortcuts to the system to the feedback section.
Like I have a list of comments and now I am coppasting them from the doc, and what to add there https://flmst.net/s/aKxZaHrT3txcAnk/preview
https://flmst.net/s/fCrM4GB7kjgEBMp/previewIn check box there is opportunity to add only 22 symbols (or smth like that)
1 vote -
dashboard edits
the main dashboards need to be editable. e.g. there are certain statistics which we consider more important e.g. fail-alls.- for us this should be top and centre of the dashboard. "errors" are not important and could be removed
3 votes
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