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

    2 votes

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  3. 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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  4. 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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  5. Please have the attached articles, usually in a form of links be visible in Playvox Interactions too.

    2 votes

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  6. 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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  7. 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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  8. "Create the Total Sampling Using: Quantity" sampling does not allow a number bigger than 1000

    3 votes

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  9. Analyst ability to adjust the case comments and case email in ascending or descending order based on their preference.

    Currently the interactions are projected as first email sent and scrolling in order to most recent email at the bottom. This is different from how the case is shown in Salesforce where the most recent actions taken on the case are at the top and the oldest at the bottom.
    It would be great to have the option to have analysts change/pick the preference to see the most recent email interaction at the beginning and initial email at the bottom. This…

    1 vote

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  10. Would be great to have the ability for Super Admin to update edit access on particular workloads to new admin(s) to access/edit vs creating brand new ones for select teams (and vs updating permissions so they can access all workloads for editing).
    OR ability for new admins assigned as team leaders to be able to access existing workloads tied to their team created by other/previous team leaders.

    There's quite a bit of transition at points throughout the year with admins/team leaders and having to create new workloads that new admins are able to edit for their team is pretty tedious.…

    2 votes

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  11. Include the reassignment feature thats available for the "evaluate the agent" workloads and extend to "evaluate the analyst" so I'm able to reassign a new analyst to help with calibrations.

    6 votes

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    Acknowleged  ·  3 comments  ·  Calibrations  ·  Admin →
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  12. A few of my analysts and myself have come across the issue of hyperlinks not showing up when evaluating. Portions of the interaction that are hyperlinked look like plain, regular text while evaluating and appears as though there aren't any when there are.
    This has caused unintentional mark offs for agents for not including a link to resources when there was in the Salesforce case. This has only become a recent issue. If possible, can we have the hyperlinks included (again) when evaluating? It does appear to show in the interaction itself before clicking to start evaluation but not during…

    6 votes

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  13. We need the ability to use decimals when dividing the estimated volume to QAs in a workload. I.e. Currently, if you have 5,000 interactions estimated to be divided among 100 QAs the difference between the allocation of 1% (50 interactions) and 2% (100 interactions) is not providing a fair distribution.

    5 votes

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  14. Currently, when reviewing the outcomes of calibrations, they may result in score adjustments to the original evaluation and it is a manual action taken right now. If we could have a button as an option to replace the original evaluation score with the expert's updated feedback/scoring and have a banner that it was updated due to calibration #, that could potentially be more efficient. Ideally keeping the original evaluation timestamp/date/analyst associated with it.

    4 votes

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  15. The client would want for the expert in a calibration session, to see the answers of all the participants in the session before he sends his own evaluation.

    2 votes

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  16. Whenever the analyst is completing a workload, the client would like to see the drafted version of the evaluation they started earlier on the actual workload without needing to go to the "draft" tab. Also, to avoid confusion the client would want to have only one draft per ticket/ evaluation and not multiple for every time he saves that same evaluation as a draft.

    5 votes

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  17. The client would like to have automated workloads. Whenever the workload does not get enough samples to match the ones requested when creating it (because no other interactions match the filter and date range requirement), these missing evaluations should be added automatically to the next trigger and therefore complete the quota of established tickets to evaluate.

    1 vote

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  18. The client would like to have automated workloads. The number of evaluations increases when the agent's overall QA score is low and the number of evaluations decrease when the agent's overall QA score is high.

    10 votes

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  19. Point Value scorecards have an option to add checkboxes for each score (unable to provide screenshot stating file is not supported - JPEG, PNG, GIF, HTML tried all)
    These are a great way to tag behaviors based on the score and help analysts/supervisors see what behavior lead to that particular score. However, these checkboxes are not trackable in reporting and does not export easily to track these behaviors.

    2 votes

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  20. For example, to change the scorecard from mail to call during an evaluation.

    4 votes

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