306 results found
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Create filters from reports in salesforce
currently, you can only create filters based on fields in a task/event/case or Live chat in salesforce. Being able to link filters to tasks in reports in salesforce will help create more targeted evaluations (while still random and objective) without having developer work done to add and remove fields from entities.
1 vote -
2 votes
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Add the ability to approve or remove the ability to skip interactions in WL
Analysts are skipping interactions that they consider too hard, too long or too low scoring and don't want to score, approving will make it easier to track
5 votes -
"Live" workloads, not looking at past interactions
Currently you need to set up workloads based on past interactions, I can't set up a workload to find one call randomly per agent for calls taken this week unless I re-assign a workload everyday and still the analyst will need to keep note on who've they've evaluated and who they haven't
4 votes -
When searching an interaction manually, seeing if it has been skipped in a workload
I often get flagged interactions from other areas of the business, when searching the interaction manually under filters, it would be great if this is assigned in a current workload or was skipped in a past workload.
3 votes -
Reports flexibility and schedule export
It would be wonderful if we could have to ability to have more customization to build our own reports and export them on a schedule. Our analyst team struggles to properly analyze the data from QA because the data points are spread across many different reports. For instance, our analysts award a badge on a weekly basis. To figure who has won the badge for the week, we have to go to reports>agents, then look through every agent, one agent at a time to find the highest score. We should just be able to look at one page with all…
14 votes -
Dashboard with overtall data of agents
There is currently no dashboard view to get an overall average overview for all agents and all sections. There is also no view to see a team's average section score by month. These are integral for reporting purposes. To be able to quickly and accurately share easy to understand overviews with our Leadership team would save us lots of time. It can be frustrating exporting many different types of reports to get only partial information to build my own report outside of Playvox.
5 votes -
Show Evaluation info inside Dispute
Would like to be able to view the evaluation that came from the dispute within the same tab itself in order to recall the interaction versus having to open another tab and toggle between both.
11 votes -
Connect Coaching to Disputes
To be able to do a coaching session on specific disputes while in the dispute process. This will allow the arbitrator or admin to be able to discuss more quickly the specific issue or dispute that occurred.
8 votes -
Track evaluated and skipped agents
Would be nice to have an integrated tracking sheet inside PlayVox. Something where QA can upload names of their agents to a sheet and it could weekly be updated on who was evaluated and who was skipped (due to low resources and holidays). This should be accessible by all QAs for that team (so they can organically split the tasks, cover during holidays).
The workload function has some gaps: covering by other people is complicated, does not track if someone was skipped due to holiday or sickness.
An integrated Excel sheet system with a weekly view of some kind would…13 votes -
Deactivated agents in evaluation tab filter view
When an agent is deactivated, although the results are still available on the platform it is no longer possible to filter by that agent on the evaluations page and easily find the information.
1 vote -
Add comments on Export evaluations file
Add all comments from the comment box inside the evaluations when exporting that data.
5 votes -
Improve the sign container of evaluations
Could we add a bigger button to sign the evaluations? We have many agents complaining that they can't find the signature option when looking at their scorecard. The little check box is not obvious enough for them.
12 votes -
Option for the scorecard sections to be collapsed when opened for evaluation
Consider adding an option for the scorecard sections to be collapsed when opened for evaluation. This makes the scorecard well-ordered and saves time for the QA Analysts from scrolling through each sections, especially for the sections containing multiple questions. In practice QA Analysts are well-aware of all evaluation criteria and there's no need to look into every single question.
2 votes -
5 votes
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Dispute add time frame for arbitrator to review
Set a rule for arbitrators to have an specific amount of days to review an open dispute
13 votes -
Scorecard dynamic questions
Branch questions inside scorecards
*Dependent questions on quality forms *
13 votes -
Scorecard hierarchical custom fields
Custom field options triggers options in another custom fields
7 votes -
3 votes
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9 votes
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