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  1. Would it be possible to include a spell/grammar check functionality?

    Most QA scorecards have a section for grammar, formatting, punctuation, etc. In the current version of Playvox, there is no spell/grammar check functionality. Furthermore, you are UNABLE to copy the text from the corecard as that click function is to highlight only (unable to copy). The workaround is to leave the tool, go to the original ticket, and then copy/paste the text in a word doc.

    3 votes

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    Acknowleged  ·  1 comment  ·  Scorecards  ·  Admin →
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  2. An agent can choose not to sign an evaluation, but it would be good to know if at least the opened it once and read it.

    If he decides to sign it, it we be good to see when the evaluation was signed (ex: 2 weeks after the evaluation was sent to him, or the next day?)

    We can see in the activity log this info, but only if we manually go into each evaluation.

    3 votes

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  3. In the evaluations listed, see who the evaluation is assigned to, the second evaluator it was transferred to; without having to open the evaluation. And to be able to filter this by Second Evaluator in the Evaluations section.

    2 votes

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    Acknowleged  ·  2 comments  ·  Evaluations  ·  Admin →
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  4. Currently calibrations results form part of our auditors KPI's. Being able to see how everyone else is performing in calibrations is causing problems and could mean we are unable to continue to move from our calibrations from our current platform, and into Playvox.
    Please can there be the ability within roles management to set what any role can view eg: own, team, all. Thank you.

    7 votes

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    Acknowleged  ·  1 comment  ·  Calibrations  ·  Admin →
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  5. We would really benefit from being able to run a report to confirm any agents that are NOT allocated to a workload.

    It is confirmed via User Management if an agent is assigned to an active workload, so there is some kind of link of this data in the system.

    Going forward and extension to this request would be to be able to export a report that lists all agents and what workloads they are allocated to.

    4 votes

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  6. Ability to add/upload screenshots on review scorecards. Currently this is not an option

    1 vote

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  7. To help pickup any agent missed as part of the evaluation process (if workloads are used or not) we really need a report that we can export that will list all agents that have not been evaluated within any given timeframe. At present we have to run several reports and copy and paste a list of names that have zero evaluations which is time consuming. You clearly have this data as its available for us to view in Playvox, it would be amazing to be able to export this data!

    4 votes

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    Acknowleged  ·  1 comment  ·  Evaluations  ·  Admin →
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  8. A format for coaching between experts and analysts. One idea that would be helpful is a way for analysts to request support/coaching with an evaluation and the expert being able to provide guidance on how to score within view of the scorecard/evaluation; overlaying how the expert would score real time. Making the expert notes viewable only by the current analyst + others with analyst role + team leaders. And a way to be able to track these supported evaluations as data + note reasons the coaching was initiated by analyst.
    Currently these escalated reviews of evaluations and how to score…

    2 votes

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    Acknowleged  ·  0 comments  ·  Coaching  ·  Admin →
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  9. It would be great if we could create Scorecard Categories!

    Example - we have English, Spanish, German versions of the same scorecard - in order to keep things nice and clean, it would be great if we could create "categories" or sections for each language or type of scorecard, etc...

    This way, you have all EN scorecards in one section, all SP in another, all DE in yet another, etc.

    Similarly, it would be vital for us to be able to manually rearrange the appearance order of our scorecards.

    1 vote

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  10. Allow the Interaction ID field to display as it is set in the filter. If you set to display the case number, it shows the case number on the workload interaction and not the interaction ID.

    2 votes

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    Acknowleged  ·  1 comment  ·  Workloads  ·  Admin →
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  11. Ability to report on when accounts are made inactive. This has been a request from our security team to be able to confirm when certain accounts were deactivated to prove we acted on the request in a timely manner (ie users whose roles gave them a high level of access to the system) I can access info via an API as provided by Nelson but I need to be able to search by user name and show who deactivated and when.

    3 votes

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  12. To be able to delete massively workloads insted of one by one.

    2 votes

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  13. Automation of the export metrics by time. For example instead of manually exporting the QA metrics every x amount of time, there should be a feature were we could stablish a time parameter and the metrics would be dowloaded to an excel or google sheets automatically.

    2 votes

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  14. Is it possible to change the default prefilled scorecard answers? Instead of Positive answers, can we have option where we will be the one to choose? We are working on scaling type of evaluation where there are Exceeding, Meeting and Below Expectations type of rating. We wanted to have the prefilled answers directed to Meeting Expectations instead of Exceeding expectations.

    1 vote

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  15. Please have the attached articles, usually in a form of links be visible in Playvox Interactions too.

    2 votes

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    Acknowleged  ·  0 comments  ·  Interactions  ·  Admin →
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  16. Hidden/Internal Feedback Summary/Custom Fields

    It would be awesome to have the option of a separate/hidden feedback sections within scorecards only visible to analysts/teamleads/etc. The use for this would/could be:

    A. Tagging Teamleads in order to highlight specific concerns, etc. without the agent seeing our comments.

    B. Easier tracking of specific trends or issues. Example: using either a text summary OR checkboxes/dropdown menus, etc.., one could select/mention what the key areas in need of feedback are.

    1 vote

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  17. 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

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  18. We would like to receive email notifications when an agent adds a comment to their evaluations so they don't miss them amongst the other notifications.

    3 votes

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  19. "Create the Total Sampling Using: Quantity" sampling does not allow a number bigger than 1000

    3 votes

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    Acknowleged  ·  1 comment  ·  Workloads  ·  Admin →
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  20. The "The export process may take some time depending on the number of evaluations filtered. You will receive a notification when it's finished" message blocks the menubar every time a file is exported. Have to wait for it to clear every time.

    The export behavior is also inconsistent on the platform. In some places, the file is directly downloaded whereas others requires us to go through export center.

    1 vote

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    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
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