306 results found
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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 -
Increase Number of Participants
The ability to increase the number of users in calibrations, up to 500, through an upload feature. Currently, users have to be manually and individually selected.
2 votes -
No Future dates on Date fields
We'd love to add an option on the scorecards to prevent QA Analysts from entering dates set in the future. This causes some discrepancies in their data.
2 votes -
Feature to add dispute templates
We would like to have the feature to add a template for the agents who file a dispute. The best option is when a dispute is started, the template directly appears in the field to leave the arguments. Thanks!
1 vote -
report publish
Please create an option to publish reports on the web. Instead of exporting a report every week/month, we can have a URL so anyone with the link can view it, even without the need to authenticate (people having no Playvox user).
1 vote -
Interaction ID - Show Interaction ID as fetched from the integration (allow more than numbers and letters in the ID name)
Chat/Ticket ID's are generated with hyphens in our CRM tool.
Example: 4da9099a-c6bd-4641-9cf1-cbedc5279a7fHowever, Playvox is automatically removing the hyphens when the Interaction ID is created. This makes manual search time-consuming for our Quality Analyst team since they have to remove the hyphens before searching in Playvox.
Please allow the Interaction ID's to contain hyphens as well
1 vote -
Search evaluations using agent email
Be able to quickly search for evaluations using the agents email address, not full name
1 vote -
bulk upload/update team leaders for teams
Due to how we manage our international business on Playvox, we assign many 'Team Leaders' to a team so they are able to see the reporting for that team.
However as this has to be done manually across many many teams, it is becoming a very time consuming job to update and maintain.
Would it be possible for there to be a way to update the team leaders assigned to a team via a bulk csv upload?
1 vote -
Edit scorecards post publishing
We would love the ability to edit scorecards after publishing, specifically the feedback sections, to be re-enabled or even improved upon with more edit options so we don't have to clone and archive when we want to update our cards.
This would improve our efficiency and clean up the DOMO reporting as well.
4 votes -
Scorecard Language Selection
We use an external analytics tool in order to do all deeper dives into advisor and scorecard developments, etc... The problem we currently face: we evaluate some advisors in ENGLISH, others in GERMAN - thus, we use two different scorecards, meaning we have to merge the results of BOTH SCORECARDS in order to get a full picture of what is happening.
It would be AMAZING if Playvox gave one the option to create a PARENT Scorecard with CHILD Scorecards for translations into different languages - meaning regardless of which language I am evaluating in, ALL results are merged for export…
1 vote -
Marking an agent as out of office/sick/vacation
After sending a workload that can't be edited, we would like to be able to mark employees if they're on vacation or sick so we can know the reason that the analyst didn't complete their workload, also for future reference as there is no data to prove why this employee hasn't been evaluated.
include columns for start and end dates, as well as the reason for the absence.
4 votes -
NA Option with Points
For the NA answers on the scorecards, make an option to either make it a 0, or the same score as the YES answer. So many teams want the second option and that means you have to manually enter the NA with the same points as YES.
2 votes -
User management
It would be convenient to be able to designate a unique TL for each agent as we currently have agents working under the same team manager but managing different products
1 vote -
Custom Reports (beta)
right now the new quality reports beta feature is good but we can't share out custom reports (even though it says "Here you'll find custom report views to be reused or shared with your team" in app), would love to be able to share this feature!
1 vote -
Ranking for Quality report
It would be great if we could have a view in the report that actually shows the ranking of all agents instead of only the top and bottom 5. So we can show all the report to our team and see the complete list of results
1 vote
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