344 results found

1. Workload connected to multiple filters

   We need to discover how choosing more than one filter will work with the sampling

   Workloads : Multiple Filters.Assign multiple filters to a Workload to capture omni-channel tickets. (Chat, email, phone). Current work around is to create a workload for each channel. Not scallable. Also, some of our agents work on calls, chats and email. By creating 3 workload, we evaluate some of them more than the scheduled evaluations number to reach.

   Assign multiple filters to a Workload to capture omni-channel tickets. (Chat, email, phone). Current work around is to create a workload for each channel. Not scallable.

   Two parts. One, improve filtering and expand to include different interactions, chat, email, etc. Two, update current filtering to pull in substantial interactions. (IE, chats that have an entire transcript, and not a drop off.)

   We need to discover how choosing more than one filter will work with the sampling

   Workloads : Multiple Filters.Assign multiple filters to a Workload to capture omni-channel tickets. (Chat, email, phone). Current work around is to create a workload for each channel. Not scallable. Also, some of our agents work on calls, chats and email. By creating 3 workload, we evaluate some of them more than the scheduled evaluations number to reach.

   Assign multiple filters to a Workload to capture omni-channel tickets. (Chat, email, phone). Current work around is to create a workload for each channel. Not scallable.

   Two parts.… more

   28 votes

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   Started  ·  2 comments  ·  Workloads  ·  Delete…  ·  Admin →
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2. Disputes report

   Disputes - Report on Trends

   On Disputes report, show Original and New Score

   In the Dispute, Quality functionality- would it be possible to display reporting on what 'closed' disputes were deemed 'valid/invalid' by the arbitrator? And create coachings off of the valid disputes?
   If multiple points of an evaluation were disputed ie. in different or the same sections of the dispute and were deemed valid while others were not, there would have to be a display of these details as well.
   It would also be ideal if the dispute functionality could connect to the coaching functionality so that if a dispute is deemed valid the analyst who completed the evaluation could be directly coached on the valid issue.
   This reporting functionality would be very helpful as we are currently tracking this information outside of Playvox to then input into the Coachings to follow up with our team members on, as this is an essential part of the follow up process from disputes. FRESHLY

   Disputes - Report on Trends

   On Disputes report, show Original and New Score

   In the Dispute, Quality functionality- would it be possible to display reporting on what 'closed' disputes were deemed 'valid/invalid' by the arbitrator? And create coachings off of the valid disputes?
   If multiple points of an evaluation were disputed ie. in different or the same sections of the dispute and were deemed valid while others were not, there would have to be a display of these details as well.
   It would also be ideal if the dispute functionality could connect to the coaching functionality so that if a… more

   10 votes

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   Under Review  ·  0 comments  ·  Disputes  ·  Delete…  ·  Admin →
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3. Selection filters

   Improve the filters to be able to easier select different teams and scorecards.
   Today you have to select them one by one.
   We should be able to select several boxes at a time, have a multiple select option.
   Actually having teams on different levels would be great.

   5 votes

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   Acknowleged  ·  1 comment  ·  Reports  ·  Delete…  ·  Admin →
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4. Evaluation Preview

   Evaluation preview option before sending the evaluation

   8 votes

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   Acknowleged  ·  0 comments  ·  Evaluations  ·  Delete…  ·  Admin →
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