284 results found
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Scorecards: reports for tags
Scorecards: PlayVox currently offers the option of creating tags within a criterion, but does not generate a report on them, we understand that if there is information in a scorecard criterion it is relevant and that is why we insert it, therefore it could have synthetic this in some scorecard report.
1 vote -
Reviews: does not deliver reports on offenders
Reviews: does not deliver reports on offenders, we are unable to see which scorecard review criteria the person made the most mistakes, so we continue using it as a quality scorecard that delivers this report, in addition to feeling that viewing the evaluation does not have the same quality than that of the normal assessment.
1 vote -
Scorecards: lack of option to attach images to criteria comments.
Scorecards: lack of option to attach images to criteria comments.
1 vote -
Confidence coefficient
Confidence coefficient: today we develop this manually, but a statistical data that guarantees the quality of the sample is the confidence coefficient; If Playvox made this automatic calculation available, it would greatly facilitate the creation of workloads and also the monthly result of the reliability of the evaluations sent.
1 vote -
Disputes: it does not generate general reports
Disputes: it does not generate reports that would be very important for us, such as a comparison of evaluations sent, contested, accepted and not accepted, both by analyst, agent, team and scorecard, we have to do this manually outside of Playvox.
1 vote -
Workloads: justify non-evaluation for a period
Workloads: justify the non-evaluation of an agent, in the case of vacation, certificate, exclude this person from the load and insert a justification for the leader.
1 vote -
Reports: monthly comparative error recurrence
Reports: present monthly comparative error recurrence across all views, team, agent and scorecard.
2 votes -
Workloads: problems
Workloads: they are inactivated as soon as the period for them to be completed ends but they still appear to the analyst as pending, however if we delete them so they no longer appear to the analyst, they also no longer appear in the workload reports.
1 vote -
Be able to add justification to evaluations if agent did not sign (mandatory process)
We need to have the ability to add a justification if the agent does not sign the evaluation. For us this is a mandatory process that we need to track for control and regulatory reasons. Currently, this capability is not available, and its inclusion would significantly improve our processes. The justification would be added by the team leader.
1 vote -
Ability to Create Quality Forms (Scorecard) Without Scores
Currently, we can't perform quality checks in Playvox without assigning scores. However, our quality process doesn't involve scoring agents; we focus on capturing criteria without emphasizing scores. It would be great if Playvox could support this by allowing assessments without associated scores, making it easier to align with our approach and minimizing disruptions.
6 votes -
Option for stand alone reviews
Create a standalone review which is not tied to one specific evaluation.
A review is tied to an individual evaluation at the moment. We want to use the review scorecard to combine the results of multiple evaluated transactions or calibrations.
This way, we can use the review to summarize the analysts' performance in one official document, which makes it easier to understand patterns and set focus points.
We already plan to start doing this, with linking the individual calibrations within the review via custom fields. However, the review being linked to one specific evaluation can be confusing for the analyst…
3 votes -
Unify format of value field in answers' feedback in evaluations
We'd like to fetch the feedback data from the answers in the evaluations.
When doing that we faced an error that comes from the fact that the "value" field inside the feedback object has both string (for Multiple Choice feedback options) and array (for Checkboxes) types of data.
So to be able to fetch that field, it should always be an array of string(s).
1 vote -
Custom Reporting at the Section level (including comments)
We need to have an exportable report that captures errors found within a section of an evaluation, and includes comments by the analyst.
1 vote -
Enhance Workload Reporting
We'd like to have the option for an automated "Workload Status Report" email that can be sent out daily, weekly, monthly, quarterly, etc. that would provide insights into the current period's workload activity to see things like total time spent evaluating so far per analyst, individual and overall completion rate, number of skips, average scores by team and scorecard, as well as any trends perhaps tracked by AI. We'd also like to have the ability to export all workload data/reports which currently doesn't seem to exist on the Quality>Workloads>Reports pages.
4 votes -
Ability to edit a workload after it has been started
There is always an error message when editing the time. It needs to have an 6 hour time difference to make any changes to the time of releasing the workload, which is unnecessary.
Flexibility to edit a workload after it has been started is desired.
1 vote -
Playvox QM Chrome Extension for Evaluations
Chrome extension so that analysts can fill in the scorecard directly within the CRM for CRMs that do not have an out of the box integration.
1 vote -
An option to delay evaluation prescheduled release date.
Example -
For a QAed Case which has already been evaluated and scheduled on the tool, lets say for a deadline of Oct 20, we should have an option to revise the release date to a new deadline incase I want to make some changes to the evals or get it reviewed further and hence delay the evaluation delivery.1 vote -
Ability to set 'interaction creation date' and 'interaction resolution date' as standard fields in evaluation
The most important data when reviewing the evaluation is the interaction create date or/and resolution date, not the interaction evaluation date as currently shown as default in the evaluation.
As of now, the 'interaction create date' and 'resolution date' need to be added as custom field. We want the possibility to set the fields as "Standard" for all scorecards and evaluations
(See support ticket #29227)
1 vote -
Add Interaction ID to disputes
My team and I are using the PlayVox disputes page, and to be able to analyze the disputes we need the interaction ID to be implemented, which would be, for example, pusher-chats.5db5ba31-152e-4baf-9464-677ed65dbd6e. 20230913191139.
What we want is for an Interaction id column to be added next to the Evaluation column on the disputes page or within the Excel file, since there is an export to excel option.
I am sending a screenshot of the disputes page where the Interaction id column should be in accordance with my suggestion. Thanks
2 votes -
Display the name of the workload in the evaluation header
Evaluations can be made as part of a workload or not.
It would be helpful to identify when an evaluation was made as part of a workload and display the name of the workload in the evaluation.0 votes
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