70 results found
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change the time on the workload
The client wants to be able to change the time on the workload for an earlier one.
6 votesHello!
We have good news. This was recently released.
You can check it out in the Workloads section.
Regards,
Ari from Product Management.
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option of deleting disputes from specific roles.
The client would like to disable the option of deleting disputes from specific roles.
14 votesHello!
Today we have released the "Delete Dispute permission" in Roles management. You can check more here: https://updates.playvox.com/en/youll-fall-head-over-heels-for-these-new-features
Regards,
Ari
Playvox Product Manager
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Time to Submit a dispute - currently this only restricts when they can START a dispute, and they can in fact submit a dispute at anytime
We currently have a 7 day period set for advisors to raise a dispute on an evaluation. We were given the understanding that the facility within Playvox allows us to control the submission of disputes automatically.
However we have since discovered that the restriction only applies to the advisor starting the dispute within the evaluation and not when they submit it.
If started within the 7 days, they can in fact then submit it whenever they wish, meaning we are getting disputes submitted weeks and months after the audit was created.
This seems to make the function redundant as we…
8 votesHello!
This was part of our August Release. You can check more here: https://updates.playvox.com
Regards,
Ari from Playvox Product
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Calibrations export data to include Evaluation # ID
Calibrations export data to include Evaluation # ID
Actualemnte es posible ver el Evaluation # ID dentro de Playvox. Sin embargo, esta data no se ve reflejada cuando se exporta la información en el CSV file. Únicamente se ve dentro de Playvox.2 votesGood news! This was part of our last release. We add more fields to the Calibrations CSV file (export)
Regards,
Ari from Playvox Product Management
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Export option on Reviews
Currently, there is no way to download/export the submitted reviews. We would like to have this enhancement to analyze the re-auditor findings in more detail.
14 votesGood news! This was released yesterday. You can check here: https://updates.playvox.com/en/were-ending-the-year-with-a-bang
Regards,
Ari from Product Management
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Option to edit Reviews after then have been submitted
Even though the option in the user management for reviews says Manage reviews (create and update) , Reviews, currently cannot be updated after they have been submitted. We would like the option to update Reviews after they have been submitted as errors can happen and we want to be able to correct mistakes to have correct data and also make sure we provide correct feedback to evaluators.
8 votes🎉 Exciting News! 🚀
Editing a submitted review is now possible.
Give it a try and let us know how it works for you.
Thank you for being a part of our community!
Karina from Product
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Dispute notification to agents when closed
We would like to request that similar to agents receiving notifications in their email when n evaluation was done, dispute should also send email notification to email addresses of all respective stakholders.
15 votes -
Adding the date the evaluation is submitted not only the date the evaluation is created
Adding the date the evaluation is submitted. Currently when viewing the tab it is only possible to see the date the evaluation is created but this causes a slight issue when a QA starts an evaluation on the Monday and only submits it a few days after.
5 votesHello.
Now you can see the created and submitted date of the evaluation inside the Evaluation log of each new evaluation.
Regards.
Ari from Product Management
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Scorecard Names Column Update
The score card names are cut off. I need to see the full score card name without having to hover over each 1. Customize the width of the name column, allowing me to see the full names.
2 votesHello! This was part of our August Release. You can check more here: https://updates.playvox.com
Regards,
Ari from Playvox Product
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Calibration API Endpoint - add required feedback detail
In the calibration API endpoint, add the granularity of the required feedback fields information for a complete analysis of the results.
1 voteHello!
I'm happy to announce that the idea was release this week. You can check it here: https://updates.playvox.com/
Ari (Product Manager) from Playvox
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Ability to save "Reviews" of evaluations as drafts before sending the review.
While having the ability to review the evaluations of QA specialists is super helpful, it would be especially beneficial to have the ability to save reviews as drafts before sending them!
5 votes🎉 Exciting News! 🚀
🌟 This idea has been completed and released. You can find details here: https://help.playvox.com/hc/en-us/articles/24410375821971-How-to-Start-a-Review
🙌 Give it a try and let us know how it works for you. We are eager to hear your thoughts!
Thank you for being a part of our community! 😊
Karina from Product
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Pull reports on scorecard header filters not just custom filters
We can add header filters in scorecards which we can use to filter evaluations in the evaluations tab however it would be beneficial to be able to filter on these in reports much like we can custom filters within the scorecard.
5 votes -
Calibrations export data to include analyst's email
Exported raw data from Calibrations should include user's (analysts, experts etc) emails, to keep consistency with the unique identifier from each user.
1 voteGood news! This was part of our last release. We add more fields to the Calibrations CSV file (export)
Regards,
Ari from Playvox Product Management
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Complete list of the tickets assigned in a workload
To have access to all workloads interactions and its metadata, not only a random sample of them.
Context: when a manager wants to verify the list of tickets assigned, either completed or not, in a workload, they click on the number of tickets in that assignment (it can be 67, for example), but Playvox will only display a sample of 11 or 12 tickets. Managers wants to be able to see the full list of assigned tickets so they can audit internally.5 votesHello!
I'm happy to announce that the idea was release this week.
Ari (Product Manager) from Playvox
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Interaction ID Filter on Calibrations tab
I'd like to have an Interaction ID filter on the calibrations tab.
When searching for calibrations, sometimes we don't have the calibration number but the interaction ID and it takes too long to find the desired evaluation.3 votesHello!
We have good news. This was recently released.
You can check it out in the Calibrations section.
Regards,
Ari from Product Management.
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Adding workload deadline tab for Analyst.
It would be great if we can have a deadline tab for the workload list to filter the workloads and re-arrange the workload list depending deadline date.
6 votesHello!
I'm happy to share that this idea has been completed and released in today's customer release.
I'd love to hear your thoughts on it!
Pauli :)
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Workload Open Queue
Currently, Workloads assign a static list of evaluations per analyst. This is not an efficient workflow for larger teams.
A setting which ran workloads without analysts assignments would be helpful. The workload would run with the typical date, frequency and filter settings, but instead of assigning lists for each analyst, the user would add their analysts and allow them to work from an open 'bucket' of interactions.
Analysts would take ownership of an interaction by completing the evaluation and it would be removed from the open queue of interactions.
Users would be able to see which analysts completed evaluations and…
15 votesHello,
We are happy to announce that this feature is now available in Playvox QM. If you want to know more you can check our October release documentation in the Help Center.
Regards,
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ETA + Review Process
Ability to conduct a blind Evaluate the Analyst & then automatically be taken to the review process to be able to provide qualitative feedback.
1 voteHello!
I'm very happy to announce that we have just released this and other new features in Playvox. Go check it out: https://updates.playvox.com/en/wowza-june-is-rockin-check-out-playvoxs-new-features
Regards,
Ari from the Product team
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ETA Filters (categories)
It would be beneficial to be able to add the category to the evaluate the analyst in order to have same labeling and afterwards filtering possibility for both types of evaluations.
3 votesHello!
I'm very happy to announce that we have just released this and other new features in Playvox. Go check it out: https://updates.playvox.com/en/wowza-june-is-rockin-check-out-playvoxs-new-features
Regards,
Ari from the Product team
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Substitutions for Multiple Analysts
Redistribute evaluations across multiple analysts (Team Leaders etc.) for both the substitutions (on PTO) & the re-assignments
21 votesHello,
We are happy to announce that this feature is now available in Playvox QM. If you want to know more you can check our October release documentation in the Help Center.
Regards,
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