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  1. There is an inconsistency in the naming of fields in the Evaluator review reporting. Specifically, there is a discrepancy between the field names in the Playvox review tab and the header names in the Export report. For instance, the field called "Reviewer" in the Playvox report is referred to as "Analyst" in the export report. Another example is the field called "Analyst" in the Playvox report is named "Reviewed_by" in the export report. This lack of clarity can easily result in reporting mistakes.

    1 vote

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  2. Currently, when exporting Evaluate the analyst reviews, there are very limited filter options. The biggest pain point is that there is no date range filter, so every export contains ALL completed reviews to date, which is far from ideal as it is not efficient and leads to additional manual work to isolate the required date range. I would like to recommend the addition of a date range filter and another filter for the Reviewer so that we can track and trend Reviewer productivity and scoring trends.

    3 votes

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    Acknowleged  ·  2 comments  ·  Filters  ·  Admin →
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  3. The exported file should include any highlights and the comments that were attached.

    1 vote

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    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
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  4. 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

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  5. 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

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  6. 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

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    Acknowleged  ·  1 comment  ·  Evaluations  ·  Admin →
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  7. The user can set the percentage that triggers the coaching session recommendation

    Options to trigger the coaching recomendation:

    Question or section score
    critical fail

    5 votes

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    Acknowleged  ·  1 comment  ·  Automations  ·  Admin →
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  8. Ability to add an internal note to evaluations that are scheduled vs. completed

    2 votes

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    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
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  9. 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

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  10. If X specific custom field option is chosen in an evaluation send an specific notification/email

    0 votes

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  11. Assign not the # but percent of evaluations, like 5% per previous week

    1 vote

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    Acknowleged  ·  0 comments  ·  Workloads  ·  Admin →
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  12. 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

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  13. 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

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    Acknowleged  ·  1 comment  ·  Workloads  ·  Admin →
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  14. 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

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  15. 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

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    Acknowleged  ·  0 comments  ·  Workloads  ·  Admin →
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  16. 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

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    Acknowleged  ·  1 comment  ·  Workloads  ·  Admin →
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  17. 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

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    Acknowleged  ·  1 comment  ·  Workloads  ·  Admin →
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  18. 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

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  19. 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

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    Acknowleged  ·  2 comments  ·  Scorecards  ·  Admin →
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  20. 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 more

    1 vote

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