344 results found
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edit notifications
we would like notification email templates to be editable. This would enable us to trigger specific email notifications to agents or managers or analysts with our own texts at set times.
2 votes -
Ability for team leaders/managers to flag interactions that need to be reviewed
My org has team leaders that routinely escalate cases that need to be reviewed that are typically outside of workloads and on the spot to evaluate. Currently there is no way for a team leader/manager to flag an interaction in Playvox that needs to be reviewed by another analyst (the manager/lead is not doing the reviewing) and this is a manual effort that is captured in google spreadsheets.
It would be critical to have the ability to flag an interaction for review through the interactions tab, have a dropdown of categories for the analyst for the reason for review, leave…
3 votes -
Allow data export of time spent per evaluation/review/dispute
to track QA productivity and efficiency we'd like to get data insights on how long it takes to complete a task. this insight can be used to track KPIs and optimisation.
2 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 -
Reviews Scorecards: Add tool tip ("?") functionality
Tool tip functionality in the Scorecard: this can be set up in other Scorecards, but the tooltip icon (“?”) doesn’t appear in the Review scorecard.
2 votes -
Evaluate the Analyst/Reviews: Add Time Tracker information
We would like to be able to track the time to complete (similar to Evaluations), so that we can track QA productivity as well as compare original auditing time to evaluator review time.
4 votes -
Filters not saved
Save Filters when opening another page. Like i put published only here - https://flmst.net/s/8FZENqTjDAW4jYe/preview
And when I go to another page another appears https://flmst.net/s/KwmdnA2KNqLdEon/preview It is really annoying, as I not need them but still can see.1 vote -
Calibration Due Time
Currently the calibration feature allows you to only set a due date (end of day). We would like to be able to set up a datetime calibration results are due (eg. 9/29/2022 @ 4pm) This would allow us a bit more flexibility in how long we can allow users to provide their inputs.
3 votes -
Ability to delete assigned workload
Need ability to delete an individual assigned workload, not just the entire workload. We can the, delete workloads with incorrect sampling, update the workload and then rerun the workload.
2 votes -
Date Filter Field Update
Add a Date Filter Field in Filters to allow pulling up interactions based on e-mail sent date. Currently, this is not possible and creates problems pulling interactions from SalesForce as the available Date Filter Fields are not based on email dates.
3 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 -
The ability to edit a participant's calibration answers
Sometimes participants submit their answers for a calibration and realize they have made a mistake or wish to change or add something thought of afterwards. If the participant reaches out to the expert before the calibration call happens, it would be nice to be able to edit said question or to add something that could be useful. This could also affect the overall results in the end and prevent misalignment between the participant's answers and the expert's answers. Perhaps this could be added under the calibration options.
5 votes -
Workloads - End date
That the workload stops completely, when the end date is reached. Although no more interactions are assigned, currently the status of the workload is still "Live" and analysts can enter that workload and complete the evaluations, the idea is that the workload will stop completely when an end date is set.
3 votes -
Having a new variant for "fail all".
Having a new variant for "fail all". This new option would show the QA score for the agents but still indicate that the evaluation is not approved. example: The agent fails because a critical mistake was made and the evaluation is not approved. It shows that the agent scored 0/60 points but they still get a QA score to indicate how they are doing overall.
We believe this would be a benefit for agents as it gives them something to measure their performance against, even if there has been a critical error.
1 vote -
Additional Scoring Metrics Within PlayVox
It would be great to have additional scoring metrics within Playvox when evaluating a ticket such as pass rates, numerical scores (0-10), binary scoring options, and star options (0-5 stars).
3 votes -
Permission for team members to see the team's evaluations without being a Team Leader
We've got a request that the agent wants to see the evaluations of another agent for improvement. However, it can't be done in the current setting without putting the whole team in the Team Leader in the 'Teams' setting.
2 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.
2 votes -
Workload export functionality
Currently we can see the completion of all workloads within Playvox, but only up until "Last quarter" - we want to track this data for a whole year if possible to evaluate the yearly performance of an analyst (did they complete all workloads in time, etc.).
Currently this is only possible using API data, so an Export functionality would be a lot simpler to implement. Or maybe allow a custom date range for Workload filters.
3 votes -
Custom field topic/question filter selection
Please add an option in the custom field filter to be able to select the question/topic and show the report of this question/topic. Now we need to add one-by-one answers.
2 votes -
Ability to create scorecard templates
Scorecard templates are currently restricted to those provided by Playvox. Need ability to create custom templates. Yes, we can create a "template" scorecard and clone it but it is not a pleasant user experience.
1 vote
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