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  1. Currently finding that when we run a report on all of our signed evaluations, it includes agents that have been removed from the platform that are no longer with the team. We are hoping for a way to pull a list of unsigned evaluations and have it only be current active users.

    4 votes

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    Acknowleged  ·  1 comment  ·  Reports  ·  Admin →
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  2. Include custome fields under DISPLAY FIELD.

    Incluir el custome field "Numero de Pedido de la PQR" como DISPLAY FIELD dentro de los filtros por Zendesk.

    2 votes

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    Acknowleged  ·  1 comment  ·  Filters  ·  Admin →
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  3. On the evaluations tab, it would be great to have an all "live" filter for the date filter.
    Insted of locking the end date, have this end date to be live and updated for the current date.

    3 votes

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    Acknowleged  ·  1 comment  ·  Evaluations  ·  Admin →
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  4. Posibilidad de crear una opción donde el asesor (Agente) al posser más de 2 o más auditorias desaprobadas no se le permita cargar más evaluaciones hasta que se le cargue una sesión de coaching.

    1 vote

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    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
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  5. Exporting data from calibrations: we need the granular data from our calibrations, like a comparison between the analyst evaluation and expert evaluation; and separated analyst answers and expert answers;

    5 votes

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    Acknowleged  ·  0 comments  ·  Calibrations  ·  Admin →
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  6. For the audio interactions, it would be helpful to have the sound waves back so people can see where are the silent moments and jump them.

    1 vote

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    Acknowleged  ·  0 comments  ·  Interactions  ·  Admin →
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  7. Whenever we open "Interactions" under the Quality tab, it automatically loads the first filter in the list, forcing the user to wait until it finishes loading. Especially impacting when users have to go to interaction tab frequently. It should not load filters until a user selects a specific filter.

    2 votes

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    Acknowleged  ·  0 comments  ·  Interactions  ·  Admin →
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  8. It would be beneficial to add a text box field on a scorecard in which formatting is allowed for the text. This would be helpful to create a checklist/task to perform for certain questions.

    The question description field currently in place in Playvox, does not allow us to edit the format for the text body.

    1 vote

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    Acknowleged  ·  0 comments  ·  Scorecards  ·  Admin →
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  9. Ability to filter the evaluations by the interaction or call date, rather than just the 'Created date'. This enables us to easily export reports based on when the call was made aside from when the call was evaluated. This eliminates the need for us to open every evaluation to see if the call date falls on the current or previous month.

    3 votes

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    Acknowleged  ·  1 comment  ·  Evaluations  ·  Admin →
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  10. We'd like to have an additional type of sampling function based on the "Percentage or exact number of evaluation by team", not by team member or by filter as these are the options available now.

    6 votes

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    Acknowleged  ·  1 comment  ·  Workloads  ·  Admin →
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  11. It would be great if the color of the progress in the workload can be different in different statuses. So that we can easily identify completed workload from workloads in progress. I have attached an exemplary screenshot. When the workload is 100% the progress bar turns green.

    2 votes

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    Acknowleged  ·  0 comments  ·  Workloads  ·  Admin →
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  12. Wants a cumulative report highlighting insight on specific agents to figure out which area they are failing in and or excelling in.

    4 votes

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  13. Have the ability to create your own custom filters at the settings level (reports tab, scorecard, employee profile etc.) they would all be possible to use as filters. Example: you could have a category for a line of business so you can see results at an aggregate level without needing to export.

    4 votes

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  14. Create a more efficient way for larger groups of analysts to be updated & managed within workload creation & edits as team changes happen

    6 votes

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    Acknowleged  ·  0 comments  ·  Workloads  ·  Admin →
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  15. Currently the only way to find when exact calibration was completed_at is only through the API.
    Given that this field is used by the system to find calibrations over a period of time, it would be extremely useful to have it visible in the system

    1 vote

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    Acknowleged  ·  0 comments  ·  Calibrations  ·  Admin →
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  16. Currently, the information from the dispute export is fairly limited. Being able to export data such as which question(s) were disputed would be helpful in seeing trends with agents or evaluators. This way, we can see if it is a specific question that an agent or evaluator may have a misunderstanding of, or if there are other factors that may affect a certain question being disputed more frequently than others.

    12 votes

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    Acknowleged  ·  1 comment  ·  Disputes  ·  Admin →
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  17. It would be very helpful to see the average scorecard question results based on Calibrations.

    Example:

    Feature the Analyst's average scorecard question results for a specific period of time

    VS.

    The Expert's avg. scorecard question results for the same period of time.

    Similarly, it would be very helpful to feature said data in the API for easier exporting.

    2 votes

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    Acknowleged  ·  0 comments  ·  Calibrations  ·  Admin →
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  18. It would be very helpful to have the option of assigning specific agents for evaluation to specific analysts. Reason: some analysts may not be fully capable of evaluating specific agents due to language barriers, etc... YES, one could technically make a separate workload for that language, but there are other instances in which this could be useful, especially if agents can be reassigned MID-WORKLOAD period (an analyst is away on vacation or is ill, etc...).

    10 votes

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    Acknowleged  ·  3 comments  ·  Workloads  ·  Admin →
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  19. It would be good if agents can make an appeal or can still comment after a dispute has been resolved.

    There are instances that agents still have concerns or questions after their disputes get resolved but there is no way for them or evaluators to re-open the cases.

    12 votes

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    Acknowleged  ·  2 comments  ·  Disputes  ·  Admin →
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  20. The ability to filter Interactions in PlayVox by Intercom teams and/or groups. It will be easier to evaluate specific agents and teams.

    5 votes

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    Acknowleged  ·  1 comment  ·  Filters  ·  Admin →
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